Senior Customer Success Manager

About Insurity

Insurity empowers insurance organizations to quickly capitalize on new opportunities by delivering the world’s most configurable, cloud-native, easy-to-use, and intuitively analytical insurance software. Just as importantly, we empower our people—providing the tools, support, and opportunities they need to grow and succeed. We don’t just make bold promises—we deliver results. As the largest cloud-based software provider for the Property & Casualty market, Insurity is trusted by 22 of the top 25 P&C carriers and 7 of the top 10 wholesale brokers in the MGA space. Behind that trust is a team that delivers exceptional value and deep industry expertise. While our technology sets us apart, it’s our people who truly make the difference. At Insurity, you’ll collaborate with some of the most creative and knowledgeable minds in insurance tech—in a culture that fosters innovation, teamwork, and continuous learning. Our award‑winning onboarding experience ensures you feel welcomed and supported from the moment you accept our offer to join the company.

We are looking for exceptional individuals to join our team to support and cultivate relationships with our customers. Our CSM will work with top insurers in the industry and have a direct impact on the way they do business. Our CSMs will be there for our customers when needed, train them to ensure efficient rollouts, assist them through problem‑solving and use‑case development, all while enhancing our partnership and helping them get the most value out of their investment in the product suite. The ideal candidate is a highly motivated self‑starter who can independently undertake all customer relationship activities from initial customer onboarding/training and change management to navigating the wider customer organization with the goal of finding opportunities for generating new revenues and enhancing satisfaction.

Key Responsibilities

• Manage a portfolio of existing SpatialKey clients in the UK Insurance market.
• Act as point of contact responsible for customer engagement and support a broad user base of underwriters, exposure managers, catastrophe analysts, risk controllers, and divisional heads.
• Demonstrate a strong willingness to learn and understand how geospatial data and analytics tools are leveraged across various business units within the insurance industry.
• Strive to achieve customer success, excellent customer health, satisfaction, and customer retention.
• Operate in a high transparency, accountability environment and maintain diligent use of internal tools to record all client interactions.
• Uncover potential cross‑sell and upsell opportunities while involving Sales as needed.
• Ensure contract compliance and accurate billing.
• Develop working relationships with key customer stakeholders.
• Understand and provide guidance on how to positively impact the customer experience and loyalty measures in place (NPS, references, etc.).
• Provide insight into internal customer organization, political landscape, and stakeholder personalities.
• Demonstrate thorough knowledge of customers’ desired strategies, business challenges and opportunities and how our products and solutions address them.

This role is hybrid, either at home or based in our Insurity office in London, 2‑3 days a week.

Recommended Experience

• 3+ years in a Customer Success / account manager / catastrophe risk role within an insurance‑related vendor and/or insurance industry experience related to the Property & Casualty market.
• Bachelor’s degree in related field (equivalent work experience considered).
• Knowledge and understanding of General P&C insurance industry language/terminology.
• London Market experience.
• An understanding of insurance underwriting, claims, catastrophe and exposure management processes & workflow.
• Geospatial data knowledge, risk assessment, and data analysis skills.
• Proficiency and desire to learn to work with basic Application Programming Interfaces (APIs).
• CII qualification.

Advanced Experience & Knowledge

• Strong customer support and emotional intelligence qualities with the ability to understand the customer’s desired strategy and be a trusted customer advocate.
• Excellent verbal and written communication skills in English.
• Strong critical thinking and problem‑solving skills.
• Excellent organizational and time‑management skills with the ability to multi‑task.
• Highly proficient computer skills: Word, Excel, PowerPoint.
• Flexible and able to work in a fast‑paced team environment.
• A “customer first”, detail‑orientated attitude.
• Self‑starter mentality with an eagerness to learn and the ability to collaborate and work autonomously, with strong multi‑tasking and time‑management skills.
• Travel required is 20%.
• All products/LOBs supported within your assigned customer solutions.
• Understanding of multiple products, both from Insurance and technical processing perspective.

Advanced Skills

• Ability to create succinct, audience‑relevant, objective‑oriented written documentation (emails, PowerPoint, Word documents, etc.).
• Analytical and critical thinking.
• Written and oral English communication.
• Time management including work planning, prioritization, and organization.
• Ability to handle multiple priorities or tasks.

Benefits

• Work Where You Thrive: Find the work environment that supports your best—whether that’s remote, in‑office, or hybrid—depending on your role and location.
• Take Time When You Need It: We trust our team to manage their time with our Open PTO Policy, empowering you to recharge when it matters most.
• Benefits That Start on Day One: Enjoy comprehensive health coverage and employer‑matched retirement savings right from your first day.
• Living Our Values Every Day: Our core values guide how we hire, grow, and retain the very best talent.
• Award‑Winning Onboarding: From your first day to your first anniversary, our onboarding program is designed to set you up for success and help you make an immediate impact.
• Grow Your Career from Within: We believe in promoting from within. In fact, over 25% of our open roles are filled by internal candidates.
• Mentorship That Matters: Our mentorship program connects you with experienced leaders who are committed to helping you grow both personally and professionally.
• Stay Connected with Coffee for Two: Our unique internal networking program helps you build meaningful connections across teams and departments—one virtual coffee chat at a time.
• Keep Learning, Always: Fuel your growth with full access to LinkedIn Learning and Kaplan—because continuous development is key to success.
• Earn When You Refer: Invite others to join us! Our Employee Referral Bonus program rewards you for bringing great people on board.

We have five Core Values at Insurity; one of which is to Act with Integrity. Providing pay transparency helps you make the best decision for you. Along with the benefits listed above, the career level salary range for this role is 48,000 - 88,000 GBP. We share a career level salary as a guideline; however, actual salary may vary based on your experience and qualifications.

Equal Opportunity Employer

Insurity is proud to be an Equal Opportunity Employer. We are dedicated to creating an exceptional work environment for all our employees by extending a culture of diversity, equity, inclusion, and belonging into the very fabric of our organization. We embrace differences and diversity of identity, experience, and thought, and actively strive for inclusive behaviors across our company. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.