Senior Customer Success Manager (P&C Insurance)

TL;DR

Senior Customer Success Manager (SaaS P&C Insurance): Managing and developing multiple medium/large OnDemand and OnPrem accounts with an accent on building trusted relationships, driving renewals, expansions, and product adoption. Focus on mitigating risks, facilitating governance meetings, and interfacing between customers, partners, and internal teams to ensure success throughout the customer lifecycle.

Location: Remote in United Kingdom, Portugal, or France. Legally authorized to work in the country of the job location. Travel: 10-25%.

Company

Intelligent SaaS solutions provider defining the future of property & casualty insurance with over 1,800 employees globally and flexible-first work environment.

What you will do

• Manage 4+ medium/large OnDemand or OnPrem accounts, develop trusted relationships with customers and SI partners.
• Prepare success plans aligned with business goals, conduct review sessions, identify upsell/cross-sell opportunities, and manage NRR/GRR.
• Track renewals, facilitate weekly/monthly/quarterly governance meetings, and mentor junior Customer Success Managers.
• Gather feedback via NPS, educate on product features, resolve issues, and ensure adoption of latest software versions.
• Proactively manage risks, coordinate communication/test/release plans, track support cases, and provide transparency on customer health.
• Develop runbooks for OnDemand clients and provide product feedback to engineering.

Requirements

• Bachelor’s degree in Computer Science or related, or equivalent experience; minimum 6+ years functional/technical SaaS platform knowledge.
• Proven customer relationship management, driving sales/expansions/adoption, operational excellence in analytics, processes, problem-solving.
• Strong communication skills to explain technical concepts, multi-tasking, project management; able to work independently and collaboratively.
• Flexible in ambiguous environments, collaborate across organization and with stakeholders.

Nice to have

• Duck Creek Suite/Platform, P&C Insurance, Reinsurance, ChurnZero knowledge.
• Microsoft Azure, SQL Server; 1+ year leadership experience.

Culture & Benefits

• Flexible-First employer: work from office, home, or hybrid to foster productivity, inclusion, collaboration.
• Inclusive culture prioritizing respect, listening, care, value addition, leadership.
• Global team leveraging diversity for continuous improvement in products and services.
• Equal opportunity employer committed to DE&I.