Customer Success Manager

You'll report to: Naynesh Patel, Head of Customer Support & Success  

Team: Customer Success  

Location: London based, hybrid 2-3 days a week. Our office is in the City near Monument

Salary Range: £75,000 - £80,000 per annum 

Role Type: Full-Time, Permanent 

Start date: As soon as possible 

Visa / Sponsorship Available: Not Available 

 

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, the three founders of Send (Andy Moss, Ben Huckel, and Matt McGrillis) had a vision to reshape and enhance the underwriting processes of commercial insurers by fusing advanced technology and deep expertise. 

2019: Delivered a commercial and specialty Underwriting Workbench for a leading global insurer (a major FTSE 100 carrier and one of the UK’s top five composite insurers), streamlining operations, driving efficiencies, and providing forward visibility. 

2022: Won three awards for the Underwriting Workbench and raised $10m in Series A funding to expand in the UK and US. 

2023: Launched "Smart Submission," a stand-alone component of the Underwriting Workbench, and was named a “Leader” in the IDC MarketScape: Worldwide P&C Intelligent Underwriting Workbench Applications Vendor Assessment. 

2024: Named a “Top Provider” in the Datos P&C Workbench report and a “Leader” in the Celent Underwriting Workbench reports in both North America and Global Markets. 

Our vision is to be the market-leading underwriting software platform for agile carriers. 

#loveunderwriting 

Our Funding 

From 2017 to 2022, we bootstrapped our growth journey, transforming into a profitable and stable company. In November 2022, after a year of customer and team growth, we successfully obtained $10m in Series A funding to accelerate our expansion in the UK and US and our product development. We enjoy the support and expertise of our investors, Mercia and Breega. 

We are currently preparing our Series B funding round, and looking forward to the growth acceleration this will facilitate. 

The Send Team 

In the past year, Send has experienced remarkable team growth, expanding by over 50% to a team of 80+. At the start of 2024, our team was based in the UK and Poland. We’ve taken significant strides towards establishing a global presence and now have team members across the US, India and Ireland all working collaboratively to be 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 - through AXA, covering medical, dental, optical, mental health, and therapies, plus access to Spill for free, confidential mental health support and therapy. 

Life Insurance - covering four times basic salary, and Income Protection for up to 36 months at 75% of salary, including rehabilitation support. 

Pension Scheme - Salary sacrifice pension scheme through Royal London. Send contributes 8%, with an employee minimum of 4%. 

Time Off - 25 days annual leave for all colleagues, plus public holidays. We also offer volunteering time and a wellness day. 

Enhanced Parental Leave - Enhanced parental leave package, including 12 weeks of fully paid leave for all new parents and additional support for birth-giving parents. 

Learning and Development - Annual budget to use through Learnerbly, giving you access to books, courses, conferences, and resources to support your development. 

 
 

Check out Send's public Handbook for more information on 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 - Intro call with our in-house recruiter, Liam (30 minutes) - This will cover your background, motivations and communication, along with a chance to get to know Send and the role better. 

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 Andy Moss, CEO  

 

At Send, our focus lies in enhancing our culture rather than building a team that fits a cultural alignment. We recognise from our experience that a diverse, equitable, and inclusive team enhances our innovation, creativity, decision-making, overall performance, team success, and much more. 

When considering applying for a role that has captured your interest, we encourage you to submit an application even if you don't meet every requirement. Studies show that women, Indigenous people, and individuals of colour are less likely to apply for jobs unless they meet every qualification and requirement detailed within the job advert. At Send, we aim to break away from this trend. 

When it comes to growing the team, we welcome everyone to apply, irrespective of your background, ethnicity, or culture. We are committed to thoroughly reviewing all applications and refraining from discrimination based on race, ethnicity, colour, religion and belief, national origin, sexual orientation, age, marital status or civil partnership, family status, pregnancy and maternity, disability (both visible and invisible), gender identity or expression, or any other legally protected status. 

We understand that fostering inclusive hiring practices is a continuous journey that requires dedication and ongoing improvement. We welcome any feedback you may have regarding our hiring or interview processes. 
If you have any specific needs or additional requirements, please feel free to share them with us in the designated space on your application. Our aim is to ensure a smooth and comfortable application and interview process as possible. 

Need help with your application or have additional questions regarding the role? Email - liam.longstaff-pagoni@send.technology