Customer Success Manager

Novidea is an insurance technology company solving the toughest challenges faced by insurance brokers, agencies, MGAs and cover holders. Our innovative, data-driven insurance software platform allows users to manage the entire policy lifecycle across all lines of business, using data to inform every business decision, cross-sell and up-sell. 

What’s the Job?

As a Customer Success Manager at Novidea, you’ll play a pivotal role in ensuring our customers achieve measurable success with our platform, taking a proactive approach in creating a long-term relationship and growth of our accounts. You’ll be the trusted advisor helping customers get the most value out of our solution, whilst providing management of their technical pathway to the latest product version. And importantly, you’ll also act as the voice of the customer internally - helping drive product enhancements and strategic growth.

What You’ll Do

• Own Customer Relationships: Build and maintain strong, long-term relationships with your portfolio of customers, ensuring high levels of engagement and satisfaction.
• Customer Health Monitoring: Use data and tools to proactively monitor customer engagement and identify risks or opportunities, running QBRs and health checks,
• Enablement: Guide new customers through company training capabilities, empowering them to confidently use the platform.
• Voice of the Customer: Collaborate closely with Product to relay feedback, influence roadmap decisions, and communicate product updates effectively.
• Product Expertise & Solutions: Through hands-on learning and usage of the platform, become a trusted advisor for the client when looking at potential changes to their processes, usage of the application
• Cross-Functional Collaboration: Work with technical teams to scope and support client change requests and ensure timely delivery of enhancements.
• Renewals & Expansion: Support the ongoing licensing processing and identify opportunities for expansion.

What You Bring:

• 2+ years of experience in a Customer Success or similar client-facing role in a SaaS company
• Proven experience in managing high-touch customer relationships
• Strong communication and problem-solving skills
• Evidence of a growth mindset
• Knowledge or experience in the insurance industry (London Market, Syndicate or MGA)
• Profile accelerator: Hands-on experience with Salesforce (as an implementer, admin, or power user)

Life at Novidea 

We hire people, not just skills. We encourage you to apply if you think this role is a great fit for you, even if you don’t meet 100% of the requirements.

Novidea is an equal opportunity employer. We believe that diversity is integral to our success, and we are proud and committed to providing equal opportunity employment to all individuals regardless of race, colour, religion, sex, sexual orientation, citizenship, national origin, disability, Veteran status, or any other characteristic protected by law.

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