Customer Success Manager - The Insurer in London

The Customer Success Manager owns the end‑to‑end delivery of The Insurer’s non‑subscription commercial commitments — from contract signature through to post‑campaign reporting and final client communication. This hybrid role blends delivery management with client‑facing reporting and has been purpose‑built around The Insurer’s non‑subscription commercial model.

The Insurer, now part of Reuters Professional, is the leading intelligence platform for the global insurance and reinsurance industry. We inform and connect senior decision‑makers across carriers, reinsurers, brokers and service providers through authoritative journalism, in‑depth analysis, data and bespoke industry coverage. Alongside our premium subscription products, we deliver a fast‑growing portfolio of non‑subscription commercial offerings, including digital advertising and sponsored content, flagship industry roundtables, Reinsurance Month print packages, Insurer TV interview sponsorships and tailored commercial partnerships.

Sitting at the intersection of sales execution and client experience, this role is the first to pick up a signed contract and the last point of contact when a campaign concludes. Acting as the single, accountable owner across the full delivery lifecycle, you will ensure that every commercial activation is properly tracked, coordinated, fulfilled on time and reported back with accuracy and confidence. Until now, non‑subscription commercial delivery at The Insurer has been managed informally; this role formalises the process and defines how non‑subscription commercial delivery operates going forward.

About the Role

• Own the end‑to‑end delivery of all non‑subscription commercial commitments from contract signature through to campaign completion.
• Act as the single operational point of contact for clients during delivery, proactively managing milestones, risks and expectations.
• Coordinate cross‑functionally with sales, events, content, marketing, AdOps and Reuters support teams to ensure on‑time, in‑spec fulfilment across all activation types.
• Manage delivery execution across digital advertising, sponsored content, live roundtables, print dailies and Insurer TV.
• Oversee complex event and print logistics, including sponsored roundtables and Reinsurance Month print dailies, managing timelines, vendors and on‑site requirements.
• Own the end‑of‑campaign reporting process, producing clear, accurate, client‑ready reports with insight and narrative, not just data.
• Maintain central trackers, calendars and documentation covering contracts, delivery milestones and reporting deadlines.
• Build and formalise processes and operating procedures, identifying gaps and driving improvements to the sales‑to‑delivery and reporting workflow.

About You

• Demonstrable experience in a delivery management, commercial operations, or campaign execution role — ideally within B2B media, events, or publishing.
• A track record of managing multiple concurrent deliverables simultaneously, keeping delivery on schedule and stakeholders informed throughout.
• Experience producing clear, professional post‑campaign or post‑event delivery reports for commercial clients.
• Strong organisational skills and high attention to detail — you are the person who builds the tracker, maintains it, and actually uses it.
• Confidence coordinating across internal teams (sales, editorial, events, ops) to drive delivery without direct authority.
• An ability to translate data into narrative: you understand that a delivery report is not just a record of what happened, it's a case for renewal.
• Familiarity with the insurance or financial services industry is an advantage, but not a requirement — what matters more is the ability to learn a specialist market quickly.
• A hands‑on, process‑building mindset — the right person will help construct the operational framework as well as run it.

What’s in it For You?

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office‑based roles while delivering a seamless experience that is digitally and physically connected.
• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real‑world solutions.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company‑wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized, award‑winning reputation for inclusion and belonging, flexibility, work‑life balance, and more.
• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro‑bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Making a Real‑World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency.

Equal Employment Opportunity

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law.