Client Success Manager, North America

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 Sales team is at the forefront of our growth plans.

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The Role

We are seeking a motivated and customer-focused Client Success Manager to join our dynamic team at INSTANDA. As a Client Success Manager, you will be responsible for demonstrating INSTANDA’s value and enhancing the customer experience for sustained loyalty and long-term revenue generation. Our Client Success Manager will play a pivotal role in ensuring the success and satisfaction of our clients. You will work closely with clients, internal teams, and stakeholders to understand their needs, resolve problems, and drive value from our platform.

What you will do

• Develop and nurture strong relationships with assigned clients, serving as their primary point of contact and advocate within INSTANDA.
• Collaborate with cross-functional teams, including Sales, Delivery, Account Management and Platform Support, to ensure a seamless onboarding experience for new clients.
• Conduct regular check-ins, business reviews, and performance evaluations to monitor client satisfaction and identify opportunities for enhancement.
• Actively listen to client feedback, troubleshoot issues, and coordinate with internal teams to ensure timely resolution of concerns.
• Develop and implement strategies to increase client retention and reduce churn.
• Partner with Account Managers for client renewals and expansion opportunities
• Work at a detailed (ticket) level alongside Platform Support, to resolve client problems, prioritise work, and drive internal and external stakeholders to deliver solutions in a timely manner.
• Manage groups of client issues - recording, managing, and driving actions in a proactive manner.
• Develop a solid understanding of INSTANDA’s platform functionality which, coupled with your technical understanding, will enable rich conversations with Clients about how to optimise their use of the platform in line with business goals.
• Provide strategic insights and best practices to clients, guiding them in optimising their usage of the INSTANDA platform to achieve desired outcomes.
• Share client feedback with the product development team to drive product improvements.

Requirements

• 2-4 years of experience in a client-facing role, such as Client Success Manager/Lead, Account Manager, Project Manager
• Good knowledge of the Insurance Industry is desirable
• Strong understanding of SaaS and technology solutions, with the ability to communicate technical concepts to non-technical audiences.
• Excellent interpersonal, communication, and presentation skills.
• Analytical mindset with the ability to analyse problems at a detailed level and draw actionable insights.
• Proven ability to build and maintain positive relationships with clients.
• Self-motivated, proactive, and capable of working independently or collaboratively.
• Project Management / Kanban skills and the tenacious ability to proactively drive issues forward, with input from teams outside of your direct management control
• Understanding the use of JIRA, FreshDesk, Outlook, Teams, Slack or Confluence is recommended. 

Benefits

• Competitive salary ( Colorado up to $100,000)

• Generous 28 vacation days, plus 10 US holidays per year.
• 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.
• Freedom Pass work up to 4 weeks of the year from anywhere.
• FlexiBank you decide when to use your public holiday allocation.
• We offer a full-suite of benefits including Healthcare, Vision, Dental, STD/LTD, Group Life + several other benefits.
• INSTANDA offers a 401(k)/ RRSP and matches employee contributions up to 3% of salary.

• All employees are included in the company discretionary bonus scheme
• Access to an Employee Assistance Program
• Annual learning & development allowance of $1,250
• Free access to LinkedIn learning and Microsoft ESI learning platforms