Join to apply for the Customer Success Manager role at Send
Join to apply for the Customer Success Manager role at Send
This range is provided by Send. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Senior Talent Partner @ Send | CIPD Level 3 in HR
You'll report to: Naynesh Patel, Head of Customer Support & Success
Team: Customer Success
Location: This is a hybrid position, requiring 2–3 days per week in our London office, located in the City near Monument station.
Salary Range: £75,000 - £80,000 per annum
Role Type: Full-Time, Permanent
Start date: As soon as possible
The Customer Success Manager Role
As a Customer Success Manager at Send, you’ll play a pivotal role in helping our customers realise the full value of our platform.
Reporting to the Head of Customer Success, your primary focus will be Client Relationship management, account growth and retention of our customers. You will deeply understand their unique needs, and support them in achieving their goals. You'll collaborate closely with teams across Sales, Product, Marketing, Delivery, and Support to ensure a seamless and impactful customer experience.
About Send
In 2017, Send was founded by Andy Moss, Ben Huckel, and Matt McGrillis with a vision to reshape and enhance the underwriting process for commercial insurers-combining advanced technology with deep industry expertise.
By 2019, we had delivered a commercial and specialty Underwriting Workbench for a leading global insurer-one of the UK’s top five composite insurers and a major FTSE 100 carrier. This solution streamlined operations, improved efficiency, and enabled forward visibility.
In 2022, we won three industry awards for the Underwriting Workbench and raised $10 million in Series A funding to support our expansion in the UK and US.
The following year, in 2023, we launchedSmart Submission, a stand-alone component of the Underwriting Workbench, and were named a Leader in the IDC MarketScape: Worldwide P&C Intelligent Underwriting Workbench Applications Vendor Assessment.
In 2024, we were recognised as a Top Provider in the Datos P&C Workbench report and named a Leader in Celent’s Underwriting Workbench reports for both North America and Global Markets.
Our vision is to be the market-leading underwriting software platform for agile carriers.
Our Funding
From 2017 to 2022, we bootstrapped our growth journey, building a profitable and stable company. In November 2022, following a year of strong customer and team growth, we secured $10 million in Series A funding to accelerate our expansion across the UK and US, as well as to further enhance our product development. We’re proud to have the support and expertise of our investors, Mercia and Breega.
We are now preparing for our Series B round and are excited about the growth acceleration this will enable.
The Send Team
Over the past two years, Send has experienced significant growth, expanding our team by over 50% to more than 90 people. At the start of 2024, our team was primarily based in the UK and Poland. Since then, we’ve taken major steps toward building a global presence, with team members now located across the US, India, and Ireland-all working collaboratively toward our vision of becoming the market-leading underwriting software platform for agile insurers.
What You’ll Be Doing as a Customer Success Manager
Customer Relationship Management:
* Build and maintain strong relationships with key customers.
* Act as a customer advocate, ensuring customer needs and feedback are effectively communicated and addressed within the organisation.
* Oversee customer onboarding, training, and adoption processes to ensure seamless integration and maximum product utilisation.
Customer Success Strategy:
* Develop and execute the customer success strategy to improve customer satisfaction, retention, and growth.
* Define and optimise the customer journey, ensuring each touchpoint is designed to maximise value.
Collaboration and Communication:
* Work cross-functionally with Sales, Commercial, Product, Marketing, Delivery and Support teams to ensure alignment on customer goals and deliverables.
* Provide consultative guidance on best practices and strategy to customers
* Gather and communicate client feedback to product teams/collaborate with Product to run specific customer groups and sessions
* Participate in product development discussions to represent customer needs
* Stay current on product roadmap and effectively communicate upcoming features
* Champion new functionality to drive continuous client value
* Gather customer feedback and insights to provide valuable input for product improvements and enhancements.
Performance Monitoring and Reporting:
* Analyse customer usage data to form accurate forecasts and identify growth opportunities and potential issues.
* Maintain and provide regular reports on customer health scores and success metrics to senior management.
* Proactive commercial account management of the customers, monitor contract renewal dates, identifying issues and potential options to upsell our product suite and ensure clients renewals
The Skills and Experience Needed for the Customer Success Manager Role
Experience:
* 5+ years of customer success experience with enterprise clients in a SaaS environment
* Experience of building a Customer Success function within a scale up business operating in the UK and US
* Experience in commercial insurance or the wider insurance industry is desirable but not essential
* Experience in managing customer relationships and driving customer satisfaction and retention.
Skills:
* Excellent communication and interpersonal and presentation skills
* Strong analytical and problem-solving abilities.
* Proven ability to manage complex accounts with multiple stakeholders
* Ability to work with data to form customer score boards
* Ability to work independently and as part of a team.
* Experience with customer relationship management tools and methodologies
What’s on Offer - Life at Send
Health Insurance - Provided through AXA, covering medical, dental, optical, mental health, and therapies. Employees also have free access to Spill, offering confidential mental health support and therapy.
Life Insurance - Covers four times your basic salary, along with Income Protection for up to 36 months at 75% of salary, including rehabilitation support.
Pension Scheme - A salary sacrifice pension scheme through Royal London. Send contributes 8%, with a minimum employee contribution of 4%.
Time Off - 25 days of annual leave, plus public holidays. We also offer volunteering time and a dedicated wellness day.
Enhanced Parental Leave - Includes 12 weeks of fully paid leave for all new parents, along with additional support for birth-giving parents.
Learning and Development - An annual budget via Learnerbly, providing access to books, courses, conferences, and other resources to support your growth.
Check out Send’s public Handbook for more information about our product, recruitment process, team, benefits, and much more.
Customer Success Interview Process
Our recruitment process for Customer Success role consists of at least three stages:
Stage 1 - Introductory Call with our in-house recruiter, Liam (30 minutes):
This will cover your background, motivations, and communication skills, along with an opportunity to learn more about Send and the role.
Stage 2 - Interview with Naynesh Patel, Head of Customer Support & Success and Donald Graham, Customer Support Analyst (45-60 minutes).
Stage 3 - Interview with Tash Bond, Chief Customer Officer and Stuart Cheasley, Lead Functional Consultant (45 minutes).
30-minute call with a Send Founder
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service and Sales
* Industries
IT System Custom Software Development, Insurance, and Software Development
Referrals increase your chances of interviewing at Send by 2x
Get notified about new Customer Success Manager jobs in London Area, United Kingdom.
London, England, United Kingdom 3 weeks ago
London, England, United Kingdom 2 weeks ago
London, England, United Kingdom 1 month ago
London, England, United Kingdom 14 hours ago
City Of Westminster, England, United Kingdom 1 week ago
London, England, United Kingdom 1 week ago
London, England, United Kingdom 6 days ago
London, England, United Kingdom 7 months ago
London, England, United Kingdom 1 week ago
London, England, United Kingdom 1 week ago
London, England, United Kingdom 1 month ago
Greater London, England, United Kingdom 5 days ago
London, England, United Kingdom 1 week ago
London, England, United Kingdom 12 hours ago
London, England, United Kingdom 5 months ago
London, England, United Kingdom 3 months ago
London, England, United Kingdom 2 months ago
London, England, United Kingdom 1 month ago
London, England, United Kingdom 2 weeks ago
London, England, United Kingdom 2 weeks ago
Principal Customer Success Manager (Contract)
Greater London, England, United Kingdom 5 days ago
Harrow, England, United Kingdom 5 days ago
Global Customer Success Manager (Hybrid)
London, England, United Kingdom 1 day ago
London, England, United Kingdom 2 weeks ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr