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 partner's 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 partn