Customer Success Manager

Youll report to: Naynesh Patel Head of Customer Support & Success

Team: Customer Success

Location: This is a hybrid position requiring 23 days per week in our London office located in the City near Monument station.

Salary Range: 75000 - 80000 per annum

Role Type: Full-Time Permanent

Start date: As soon as possible

Visa / Sponsorship Available: Not Available

The Customer Success Manager Role

As a Customer Success Manager at Send youll play a pivotal role in helping our customers realise the full value of our platform.

Reporting to the Head of Customer Success your primary focus will be Client Relationship management account growth and retention of our customers. You will deeply understand their unique needs and support them in achieving their goals. Youll collaborate closely with teams across Sales Product Marketing Delivery and Support to ensure a seamless and impactful customer experience.

About Send

In 2017 Send was founded by Andy Moss Ben Huckel and Matt McGrillis with a vision to reshape and enhance the underwriting process for commercial insurers-combining advanced technology with deep industry expertise.

By 2019 we had delivered a commercial and specialty Underwriting Workbench for a leading global insurer-one of the UKs top five composite insurers and a major FTSE 100 carrier. This solution streamlined operations improved efficiency and enabled forward visibility.

In 2022 we won three industry awards for the Underwriting Workbench and raised $10 million in Series A funding to support our expansion in the UK and US.

The following year in 2023 we launched Smart Submission a stand-alone component of the Underwriting Workbench and were named a Leader in the IDC MarketScape: Worldwide P&C Intelligent Underwriting Workbench Applications Vendor Assessment.

In 2024 we were recognised as a Top Provider in the Datos P&C Workbench report and named a Leader in Celents Underwriting Workbench reports for both North America and Global Markets.

Our vision is to be the market-leading underwriting software platform for agile carriers.
#loveunderwriting

Our Funding

From 2017 to 2022 we bootstrapped our growth journey building a profitable and stable November 2022 following a year of strong customer and team growth we secured $10 million in Series A funding to accelerate our expansion across the UK and US as well as to further enhance our product development. Were proud to have the support and expertise of our investors Mercia and Breega.

We are now preparing for our Series B round and are excited about the growth acceleration this will enable.

The Send Team

Over the past two years Send has experienced significant growth expanding our team by over 50% to more than 90 people. At the start of 2024 our team was primarily based in the UK and Poland. Since then weve taken major steps toward building a global presence with team members now located across the US India and Ireland-all working collaboratively toward our vision of becoming the market-leading underwriting software platform for agile insurers.

What Youll Be Doing as a Customer Success Manager

Customer Relationship Management:

• Build and maintain strong relationships with key customers.

• Act as a customer advocate ensuring customer needs and feedback are effectively communicated and addressed within the organisation.

• Oversee customer onboarding training and adoption processes to ensure seamless integration and maximum product utilisation.

Customer Success Strategy:

• Develop and execute the customer success strategy to improve customer satisfaction retention and growth.

• Define and optimise the customer journey ensuring each touchpoint is designed to maximise value.

Collaboration and Communication:

• Work cross-functionally with Sales Commercial Product Marketing Delivery and Support teams to ensure alignment on customer goals and deliverables.

• Provide consultative guidance on best practices and strategy to customers

• Gather and communicate client feedback to product teams/collaborate with Product to run specific customer groups and sessions

• Participate in product development discussions to represent customer needs

• Stay current on product roadmap and effectively communicate upcoming features

• Champion new functionality to drive continuous client value

• Gather customer feedback and insights to provide valuable input for product improvements and enhancements.

Performance Monitoring and Reporting:

• Analyse customer usage data to form accurate forecasts and identify growth opportunities and potential issues.

• Maintain and provide regular reports on customer health scores and success metrics to senior management.

• Proactive commercial account management of the customers monitor contract renewal dates identifying issues and potential options to upsell our product suite and ensure clients renewals

The Skills and Experience Needed for the Customer Success Manager Role

Experience:

• 5 years of customer success experience with enterprise clients in a SaaS environment

• Experience of building a Customer Success function within a scale up business operating in the UK and US

• Experience in commercial insurance or the wider insurance industry is desirable but not essential

• Experience in managing customer relationships and driving customer satisfaction and retention.

Skills:

• Excellent communication and interpersonal and presentation skills

• Strong analytical and problem-solving abilities.

• Proven ability to manage complex accounts with multiple stakeholders

• Ability to work with data to form customer score boards

• Ability to work independently and as part of a team.

• Experience with customer relationship management tools and methodologies

Whats 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.

Check out Sends public Handbook for more information about our product recruitment process team benefits and much more.

Customer Success Interview Process

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

Stage 1 - Introductory Call with our in-house recruiter Liam (30 minutes):
This will cover 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 Donald Graham Customer Support Analyst (45-60 minutes).

Stage 3 - Interview with Tash Bond Chief Customer Officer and Stuart Cheasley Lead Functional Consultant (45 minutes).

30-minute call with a Send Founder

At Send were 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.

If youre interested in a role at Send but dont meet every requirement listed we still encourage you to apply. Research shows that women Indigenous people and individuals of colour often hesitate to apply for roles unless they meet every single qualification. Were committed to changing that.

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 were always looking to improve. If you have feedback on our hiring or interview process wed love to hear it.

If you have specific needs or adjustments that would support you during the application process you can share them in the space provided in your application-we want to ensure your experience is as smooth and comfortable as possible.

Need support with your application or have a question about the role Email us at