Customer Success Manager

Insurtech Insights part of Emerald is seeking a Customer Success & Delivery Manager to join our Global Partnerships team in London. This is the first dedicated client success role in the function an extension of the partnerships team itself and an opportunity to shape it from the ground up.

This is a role that spans the full customer journey pre-sale and post-sale. Before a deal is signed you help shape our sponsorship inventory and feed the voice of the customer into what we take to market so the account manager has the right products to sell. Once it is signed you project-manage delivery end to end and own the partners experience communication and success. The account manager owns the commercial relationship throughout; you make sure everything around it lands. The remit is simple: keep the partner and grow the partner.

Day to day you will nurture and maintain relationships across both new and returning accounts coordinate delivery across our marketing operations and content teams and make sure every deliverable lands and every partner sees a clear demonstrable return on their investment. You are the connective tissue between our partners and the teams delivering their activations and the channel that carries customer feedback back into our inventory and product decisions. You are not carrying a sales number but you will stay alert to every opportunity to renew upsell and cross-sell and surface them to the account manager to convert.

We run a quality-over-volume model fewer partners deeper relationships higher value which means getting the sponsor experience right matters enormously. The best candidate is a relationship-focused solution-provider with creative problem-solving skills and the resilience to take initiative and resolve issues before they escalate.

You will be highly organized comfortable working independently in a fast-paced rapidly changing environment and driven to consistently meet and exceed your targets. Above all we are looking for an ambitious individual who wants to grow with a rapidly scaling business.

What Success Looks Like

You are accountable for the outcome not the sale. By getting delivery communication and success right you keep partners on board and grow what they invest with us year after year. Your success in the role is measured on two things above all else:

Retention keep your account base healthy and work with the account manager to renew and rebook every partner protecting the revenue we already hold.

Year-on-year account growth drive a measurable percentage uplift in what each partner invests with us deepening every relationship over time.

Everything else in the role serves those two outcomes.

Key Responsibilities

Project-manage the delivery of sponsor activations end to end owning timelines dependencies stakeholders and deliverables across marketing operations and content so nothing slips and nothing falls through the cracks

Own and manage the sponsorship inventory keeping it accurate current and well-structured across our events and making sure the sales team always has a clear up-to-date picture of what is available to sell

Guide inventory and product development using customer feedback bring the voice of the customer into what we build and take to market so the sales team goes out with the right packages and formats

Partner with account managers pre-sale to shape packages and align inventory to what customers actually want and value

Own delivery and the sponsor experience post-sale make sure every deliverable lands every expectation is met and every partner sees a clear demonstrable return on their investment

Own retention across the given account base keep accounts healthy year-round and work with the account manager to renew and rebook every partner protecting the revenue we already hold

Support year-on-year account growth proactively identify and surface upsell and cross-sell opportunities and partner with the account manager to convert them (you spot and support; they own the sale)

Act as the day-to-day point of contact for sponsors owning communication and making sure queries are routed and resolved quickly

Own the onboarding of new sponsors setting achievable expectations and putting each partner on a clear journey to success

Address sponsor concerns promptly and creatively drawing on the full Emerald network and anticipating needs before they arise including managing make-goods where required

Train and educate partners on new products formats and sponsorship opportunities that could add value to their programme

Support exhibitors with set-up on-site activation and tear-down at our events

Maintain accurate account and inventory records activity and forecasting within Pipedrive

Stay current on developments in the insurtech market and the wider events industry through seminars meetings and ongoing self-development

Qualifications

Proven account management or customer success experience ideally within a client-facing commercial team

Strong project-management skills able to coordinate multiple stakeholders timelines and deliverables at once and keep everything on track

Experience owning or managing inventory product or a portfolio of deliverables preferred

Experience in events media or related B2B sectors preferred; exposure to insurance or insurtech is a bonus but not essential

Strong relationship-building and consultative skills with the ability to influence and reassure senior stakeholders

Creative problem-solver with a proactive resilient and highly organised approach

Self-directed and highly motivated comfortable working independently in a fast-paced evolving environment

Experience with Pipedrive Salesforce or a comparable CRM platform required

Excellent verbal written and presentation skills with the ability to convey the Insurtech Insights and Emerald value proposition with confidence

Proficiency in Microsoft Office

Experience using AI-enabled tools preferred

Willingness to travel to support our global events across Europe the USA and Asia

About Insurtech Insights

Insurtech Insights is a global media and events platform dedicated to accelerating innovation across the insurance industry. Through our flagship conferences digital content and community initiatives we connect insurers reinsurers brokers investors regulators and technology innovators to explore the trends technologies and strategies shaping the future of insurance.

By bringing together thought leaders and decision-makers from across the industry we foster collaboration spark new partnerships and help organisations navigate the rapidly evolving landscape of digital transformation in insurance.

About Emerald

At Emerald we strive to foster a diverse and inclusive community. We actively recruit and champion candidates who bring new perspectives from varied professional backgrounds and experiences and we are intentional about ensuring a positive hiring experience for everyone. Our job postings dont contain experience inflation and most dont require college degrees. Instead theyre crafted to focus on outcomes and transferable experiences that are assessed in a structured interview process carried out by trained hiring teams.

COMPENSATION

Target Compensation: depending on experience.

In addition an annual bonus of 10% of base salary paid at the end of each year against objectives pre-agreed

with your line manager. These objectives are built around the two outcomes above retention and growth of

the existing ITI Europe and USA account base.

Please note that this range reflects a reasonable estimate of the target compensation for this position. This range may ultimately vary based on a candidates qualifications and may be higher where required by applicable law.

If you need accommodation in our application process or have questions about our posted salary range please email our Talent Acquisition team at

Required Experience:

IC