Customer Success Manager New London, England, United Kingdom

The Customer Success Manager Role

As a Customer Success Manager at Send, you'll play a pivotal role in helping our customers realise measurable value from our platform while driving long term growth and retention.

Reporting to the Head of Customer Support & Success, you'll act as a strategic partner to your accounts-building trusted relationships, understanding each customer's business objectives, and aligning our platform to their evolving needs. You'll take a proactive, data driven approach to managing customer health, anticipating risks, and identifying opportunities for expansion.

Working closely with teams across Sales, Product, Marketing, Delivery and Support, you'll ensure a seamless customer experience while owning commercial outcomes, including renewals, retention and account growth.

What You'll Be Doing as a Customer Success Manager Strategic Account Partnership & Growth

• Own the customer relationship end to end - act as trusted advisor who deeply understands each customer's business challenges, strategic objectives and how our platform delivers measurable value
• Develop account strategies that go beyond reactive support - anticipate customer needs, predict challenges before they arise, and position solutions that align with their month roadmap
• Lead strategic business reviews (QBRs) that demonstrate ROI, showcase value realisation and co create forward looking success plans with executive stakeholders
• Proactively identify and pursue growth opportunities within accounts - map organisational needs, uncover expansion use cases, work closely with the sales function when required to pursue upsell and cross sell opportunities
• Proactive nature - establish regular touchpoints, monitor usage patterns, spot early warning signs and intervene to prevent escalations
• Build predictive account plans based on utilisation data, support trends, renewal risk factors - identify and mitigate churn risk
• Provide regular reports on customer health scores and retention forecasts
• Drive adoption of under utilised features by connecting product functionality to specific insurance outcomes (faster quote turnaround, improved risk selection, etc.)
• Create customer advocates - cultivate referenceable customers for case studies, testimonials and speaking opportunities

Customer Voice & Collaboration

• Work cross functionally with Sales, Commercial, Product, Marketing, Delivery and Support teams to ensure alignment on customer goals and deliverables
• Be the voice of the customer in product development - consolidate themes and prioritise requests based on business impact
• Participate actively in product roadmap discussions to represent customer needs and validate solutions against real world use cases
• Champion new functionality to customers - translate features into business value and drive adoption
• Oversee customer onboarding, training and adoption processes to ensure seamless integration and maximum product utilisation

Commercial Accountability

• Own commercial outcomes - manage contract renewals proactively, negotiate expansions and drive NRR growth within your accounts
• Monitor contract renewal dates, identify issues early, structure upsell proposals and ensure on time renewals

The Skills and Experience Needed for the Customer Success Manager Role Experience

We're open to candidates from traditional customer success backgrounds (7+ years with enterprise B2B SaaS clients), but we care most about whether you can walk into an insurer, immediately understand their challenges and become a trusted advisor.

We are actively looking for people with:

• Business Analyst or Solution Architect in insurance technology looking to move into a more strategic, customer facing role
• Underwriting and insurance operations experts ready to leverage that expertise differently
• Consulting, product management or implementation professionals serving insurers

Skills

• Ability to manage conversations with senior executives (COO, CUO, CIO) while also working closely with underwriting teams, product champions, BA/PMO leaders and operational SMEs
• Able to identify, map, nurture and manage complex stakeholder groups across both Send and the customer organisation, ensuring healthy multi level relationships from day to day users through to executive sponsors
• Comfortable operating at both the high level strategic layer (roadmaps, value realisation, C suite engagement) and diving into tactical, hands on work when needed; able to switch between the two seamlessly and confidently
• Experience working with or alongside SI partners, with the ability to manage a three way customer-Send-SI relationship where relevant
• Balances being personable and relationship led with a strong focus on value creation; understands commercial levers, renewal dynamics and how customer outcomes align to Send's own commercial objectives
• Passionate about shaping a scalable Customer Success function; contributes to building repeatable processes, playbooks and templates that strengthen the CS operation as Send grows
• Deep insurance domain knowledge - understands underwriting workflows, industry terminology, regulatory considerations and operational challenges faced by commercial and specialty insurers
• Positions themselves as a strategic partner by diagnosing root causes, challenging customer assumptions and guiding them toward best practice use of the platform
• Exceptional presentation, facilitation and written communication skills, able to translate technical concepts into clear business value
• Anticipates risks and needs ahead of time, takes initiative and drives momentum without waiting for direction
• Proactive - spots issues before they become problems and takes initiative without being asked
• Excellent communication, interpersonal and presentation skills
• Strategic thinker and problem solver - can offer customer perspectives on how they can evolve with the platform
• Deeply curious - asks 'why' to understand root causes, business context and strategic drivers behind customer requests
• Consultative, not transactional - positioned themselves as a strategic partner, not just a support contact

What's on Offer - Life at Send

• Health Insurance - provided through AXA, covering medical, dental, optical, mental health and therapies; employees also have free access to Spill, offering confidential mental health support and therapy
• Life Insurance - covers four times your basic salary, along with Income Protection for up to 36 months at 75% of salary, including rehabilitation support
• Pension Scheme - a salary sacrifice pension scheme through Royal London; Send contributes 8%, with a minimum employee contribution of 4%
• Time Off - 25 days of annual leave, plus public holidays; we also offer volunteering time and a dedicated wellness day
• Enhanced Parental Leave - includes 12 weeks of fully paid leave for all new parents, along with additional support for birth giving parents
• Learning and Development - an annual budget via Learnerbly, providing access to books, courses, conferences and other resources to support your growth

Customer Success Interview Process

Our recruitment process for the Customer Success role consists of at least three stages:

• Stage 1 - Introductory Call with our in house recruiter, Liam (30 minutes):
  covering your background, motivations and communication skills, along with an opportunity to learn more about Send and the role.
• Stage 2 - Interview with Naynesh Patel, Head of Customer Support & Success and Stuart Cheasley, Lead Functional Consultant ( minutes).
• Stage 3 - Interview with Tash Bond, Chief Customer Officer and Donald Graham, Customer Support Analyst (45 minutes).
• 30 minute call with a Send Founder

At Send, we're focused on strengthening our culture-not hiring people who simply "fit" into it. We believe that a diverse, equitable, and inclusive team drives innovation, creativity, better decision making and stronger performance.

We welcome applications from everyone, regardless of background, ethnicity or culture. We are committed to reviewing all applications fairly and do not discriminate based on race, ethnicity, colour, religion or belief, national origin, sexual orientation, age, marital or civil partnership status, family status, pregnancy or maternity, disability (visible or invisible), gender identity or expression, or any other legally protected status.

We know that inclusive hiring is an ongoing journey, and we're always looking to improve. If you have feedback on our hiring or interview process, we'd love to hear it.

Need support with your application or have a question about the role? Email us at liam.longstaff .