Client Success Manager, EMEA

We’re pushing the boundaries of Insurance Technology 

INSTANDA is the worlds first no code platform for Insurance. A pioneering Insurtech, we’re 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. We’re continuing to grow our business and our Client Success Team is at the forefront of our growth plans.  

Follow us to learn more: Instanda.com | LinkedIn | Twitter | YouTube 

The Role 

We’re hiring 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 accounts. You’ll be accountable for adoption, value realisation, renewals, and net revenue retention (NRR) across your reactive book, while operating as a consultative partner alongside SAMs on strategic accounts. 

How the portfolio is structured 

• Reactive/Core accounts (You own): Day‑to‑day success, 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); you co‑plan and co‑deliver outcomes. 

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

What you’ll do

Own the Reactive book 

• Serve as the primary post‑sale contact; build success plans tied to each client’s business outcomes. 
• Lead renewals end‑to‑end; forecast risk/opportunity; execute playbooks to protect MRR and grow NRR. 
• Identify and close low‑complexity expansions (e.g., additional environments, users, modules) within commercial guardrails. 
• Run scaled engagement (cadenced check‑ins, QBRs) with crisp executive‑ready storytelling 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 with Strategic Account Managers to align success plans with account strategy and agreed value metrics. 
• Provide adoption analytics, risk flags, and expansion hypotheses; co‑present at QBRs. 
• Bring voice‑of‑customer to roadmap; translate platform capabilities into measurable outcomes. (SAM retains commercial ownership.) 

Enablement & continuous improvement 

• Translate client feedback into reproducible plays, knowledge base content, and product requirements. 
• Contribute to cross‑functional incident reviews and process improvements to raise NPS and lower time‑to‑resolution. 
• Mentor peers on insurance workflows and INSTANDA best practices. 

Requirements

Qualifications / Skills: 

• 4 - 7+ years in post‑sale roles (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; outcome‑first mindset.  

• Understanding the use of JIRA, FreshDesk, Outlook, Teams, Slack or Confluence is recommended.   

• Nice to have: exposure to low/no‑code platforms and APIs. 

Benefits

• Competitive salary 

• Generous 28 days holiday allowance, in addition to public holidays. 

• One Dynamic Day per month on top of your holiday allowance to spend time doing the things you want to do or simply catching up with life admin. 

• Remote & Hybrid approach varying with the nature of your role. 

• Life cover; income protection and participation in the company pension scheme 

• All employees are included in the company discretionary bonus scheme. 

• Annual learning & development allowance of £1,250 and free access to Microsoft ESI learning platforms