Client Success Manager, EMEA

Were pushing the boundaries of InsuranceTechnology

INSTANDA is the worlds first no code platform for Insurance. A pioneering Insurtech were revolutionising the insurance industry by offering insurers a versatile tool to create manage and distribute digital insurance products. Our innovative technology empowers insurance carriers to adapt swiftly to market demands and navigate the evolving landscape. Our Technology is consistently recognised as the best policy administration platform for innovative insurers winning awards in both the UK and US.

INSTANDA has grown significantly in recent years and we are now a team of 180 employees based in the UK EMEA and US with partnerships that operate worldwide. Were continuing to grow our business and ourClient Success Teamis at the forefront of our growth plans.

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The Role

Werehiring a Technical Client Success Manager (CSM) to steward a portfolio of core (reactive) accounts and to partner with our Strategic Account Managers (SAMs) on named strategic accountable for adoption value realisation renewals and net revenue retention (NRR) across your reactive book whileoperatingas a consultative partner alongside SAMs on strategic accounts.

How the portfolio is structured

• Reactive/Core accounts (You own):Daytodaysuccess QBRs renewals and targeted expansions in a defined book of business. Variable compensation/commission is tied to retention and expansion in this portfolio.

• Strategic accounts (You partner): You drive adoption value mapping and health insights. The SAM owns commercials (renewals/expansion); youcoplanandcodeliveroutcomes.

We are a remote-first organisation with occasional travel required to our London office.

Whatyoulldo

Own the Reactive book

• Serve as the primarypostsalecontact; build success plans tied to each clients business outcomes.
• Lead renewalsendtoend; forecast risk/opportunity; execute playbooks to protect MRR and grow NRR.
• Identifyand closelowcomplexityexpansions( users modules) within commercial guardrails.
• Run scaled engagement (cadencedcheckins QBRs) with crispexecutivereadystorytelling of value ROI and roadmap.
• Orchestrate incident and ticket management with Platform Support; manage backlogs in JIRA/Freshdesk; communicate status and root cause clearly.
• Demonstrate strong technical understanding to interpret nuanced Jira tickets and Freshdesk enquiries supporting effective issue triage and better client outcomes.
• Maintain impeccable CRM hygiene (e.g. Salesforce) and health scoring.

Partner across Strategic accounts

• Collaborate withStrategic Account Managersto align success plans with account strategy and agreed value metrics.
• Provide adoption analytics risk flags and expansion hypotheses;copresentat QBRs.
• Bringvoiceofcustomerto roadmap; translate platform capabilities into measurable outcomes.(SAMretainscommercial ownership.)

Enablement & continuous improvement

• Translate client feedback into reproducible plays knowledge base content and product requirements.
• Contribute tocrossfunctionalincident reviews and process improvements to raise NPS and lowertimetoresolution.
• Mentor peers on insurance workflows and INSTANDA best practices.

Qualifications/ Skills:

• 4 - 7 years inpostsaleroles (Customer Success Account Management Technical Account Management Engagement/Delivery) in B2B SaaS and/or insurance (carrier MGA or vendor).

• Working knowledge of insurance workflows (e.g. rating underwriting policy admin endorsements claims billing) and how stakeholders (Product UW Ops Distribution IT) measure value.

• Strong commercial acumen: renewal negotiation objection handling and expansion qualification.

• Comfortable operating at ticket level (triage prioritization) while elevating to executive value and ROI narratives.
• Proven ability to understand technical nuances in Jira tickets and Freshdesk cases with enough technical depth to accurately interpret issues support clients effectively and liaise confidently with engineering teams.

• Analytical and structured communicator; executive presence;outcomefirstmindset.

• Understanding the use of JIRAFreshDesk Outlook Teams Slack or Confluence is recommended.

• Nice tohave:exposure to low/nocodeplatforms and APIs.

• Competitive salary

• Generous28 daysholidayallowance in addition to public holidays.

• One Dynamic Day per monthon top of your holiday allowance to spend time doing the things you want to do or simplycatchingup with life admin.

• Remote & Hybrid approachvarying with the nature of your role.

• Life cover; income protectionand participation in the companypension scheme

• All employees are included in thecompanydiscretionary bonus scheme.

• Annuallearning & development allowance of1250and free access to Microsoft ESI learning platforms

Required Experience:

Manager