Customer Success Manager

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: £105,000 - £120,000 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 measurable value from our platform while driving long-term growth and retention.

Reporting to the Head of Customer Support & Success, you’ll act as a strategic partner to your accounts-building trusted relationships, understanding each customer’s business objectives, and aligning our platform to their evolving needs. You’ll take a proactive, data-driven approach to managing customer health, anticipating risks, and identifying opportunities for expansion.

Working closely with teams across Sales, Product, Marketing, Delivery, and Support, you’ll ensure a seamless customer experience while owning commercial outcomes, including renewals, retention, and account growth.

 

About Send 

We are the leading insurance platform, trusted by world-class insurers to help them navigate complex risks.

Our platform helps commercial insurers, MGAs and reinsurers modernise underwriting, cut friction, and grow profitably in complex markets.

We are the only platform purpose-built for multi-operating models. Our platform combines deep industry expertise with the ability to support a range of strategies and operating models.

 

Our Story:

We started Send because insurers had been let down for too long by rigid, legacy technology. The industry was ready to work differently – and so were we.

In 2017, our three founders set out with a clear vision: to transform commercial underwriting by combining advanced technology with deep industry expertise.

By 2019, we delivered our first commercial and specialty underwriting platform for Aviva GCS, streamlining operations, increasing efficiency, and giving teams the visibility they needed to make faster, better decisions.

Over the next six years, we rolled out multiple underwriting platform solutions across the UK and US, proving that modern underwriting technology could be powerful, flexible, and rapidly delivered.

In 2022, we won three industry awards and secured a $10m Series A to accelerate our growth. By 2024, Send was recognised as a “Leader” by IDC, Celent, and Datos – a testament to our momentum and our customers’ success.

In 2025, we doubled in size and deepened our expertise in both the London Market and North America – becoming the only underwriting platform purpose-built to support multiple operating models.

But we're not finished. Insurers want orchestration, not siloed systems. That’s why we continue to invest in our platform and orchestration engine – helping our customers win better business, faster.

 

The Send Team 

Over the past two years, Send has experienced significant growth, expanding our team by over 50% to more than 120 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 UK, US, India, and Ireland-all working collaboratively toward our vision of becoming the market-leading software platform for agile insurers.

 

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. 

 

What You’ll Be Doing as a Customer Success Manager  

Strategic Account Partnership & Growth

• Own the customer relationship end-to-end- act as trusted advisor who deeply understands each customer's business challenges, strategic objectives, and how our platform drives measurable value
• Develop account strategiesthat go beyond reactive support - anticipate customer needs, predict challenges before they arise, and position solutions that align with their 12-18 month roadmap
• Lead strategic business reviews(QBRs) that demonstrate ROI, showcase value realisation, and co-create forward-looking success plans with executive stakeholders
• Proactively identify and pursue growth opportunitieswithin accounts - map organisational needs, uncover expansion use cases, work closely with the sales function when required to pursue upsell and cross-sell opportunities.

Proactive Customer Health & Risk Management 

• Proactive nature - establish regular touchpoints, monitor usage patterns, spot early warning signs and intervene to prevent escalations
• Build predictive account plans based on utilisation data, support trends, renewal risk factors. Identify and mitigate churn risk.
• Provide regular reports on customer health scores and retention forecasts.
• Drive adoption of underutilised features by connecting product functionality to specific insurance outcomes (faster quote turnaround, improved risk selection etc)
• Create customer advocates – cultivate referenceable customers for case studies, testimonials and speaking opportunities.

Customer Voice & Collaboration

• Work cross-functionally with Sales, Commercial, Product, Marketing, Delivery and Support teams to ensure alignment on customer goals and deliverables. 
• Be the voice of the customer in product development – don’t just relay feedback, consolidate themes and prioritise requests based on business impact.
• Participate actively in product roadmap discussions to represent customer needs and validate solutions against real-world use cases.
• Champion new functionality to customers – translate features into business value and drive adoption.
• Oversee customer onboarding, training, and adoption processes to ensure seamless integration and maximum product utilisation. 

Commercial Accountability

• Own commercial outcomes – manage contract renewals proactively, negotiate expansions and drive NRR growth within your accounts
• Monitor contract renewal dates, identify issues early, structure upsell proposals, and ensure on-time renewals

 

The Skills and Experience Needed for the Customer Success Manager Role 

Experience: 

We’re open to candidates from traditional customer success backgrounds (7+ years with enterprise B2B SaaS clients), but what we really care about is whether you can walk into an insurer, immediately understand their challenges and become a trusted advisor.

If you have deep insurance domain knowledge and are ready for a customer-facing role – keep reading. We are actively looking for people like you.

Your background might include:

• Business Analyst or Solution Architect in insurance technology who wants to move into a more strategic, customer facing role
• Underwriting and insurance operations and you’re ready to leverage that expertise differently
• Consulting, product management or implementation roles serving insurers

Skills: 

• Ability to manage conversations with senior executives (COO, CUO, CIO) while also able to work closely with underwriting teams, product champions, BA/PMO leaders, and operational SMEs.
• Able to identify, map, nurture, and manage complex stakeholder groups across both Send and the customer organisation, ensuring healthy multi-level relationships from day‑to‑day users through to executive sponsors.
• Comfortable operating at both the high-level strategic layer (roadmaps, value realisation, C‑suite engagement) and diving into tactical, hands-on work when needed. Able to switch between the two seamlessly and confidently.
• Experience working with or alongside SI partners, with the ability to manage a three‑way customer–Send–SI relationship where relevant, ensuring clarity of roles, value, and joint accountability.
• Balances being personable and relationship‑led with a strong focus on value creation. Understands commercial levers, renewal dynamics, and how customer outcomes align to Send’s own commercial objectives.
• Passionate about shaping a scalable Customer Success function. Contributes to building repeatable processes, playbooks, and templates that strengthen how CS operates as Send grows.
• Deep insurance domain knowledge – Understands underwriting workflows, industry terminology, regulatory considerations, and operational challenges faced by commercial and specialty insurers.
• Positions themselves as a strategic partner by diagnosing root causes, challenging customer assumptions, and guiding them toward best-practice use of the platform.
• Exceptional presentation, facilitation, and written communication skills, able to translate technical concepts into clear business value.
• Anticipates risks and needs ahead of time, takes initiative, and drives momentum without waiting for direction.
• You’re proactive – you spot issues before they become problems and take initiative without being asked
• Excellent communication, interpersonal and presentation skills
• Strategic thinker and problem solver – can offer customer perspectives on how they can evolve with the platform
• Deeply curious – asks ‘why’ to understand root causes, business context and strategic drivers behind customer requests 
• Consultative, not transactional – positioned yourself as a strategic partner not just a support contact

 

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 Stuart Cheasley, Lead Functional Consultant (45-60 minutes). 

Stage 3 - Interview with Tash Bond, Chief Customer Officer and Donald Graham, Customer Support Analyst (45 minutes).  

30-minute call with a Send Founder 

 

At Send, we’re focused on strengthening our culture-not hiring people who simply “fit” into it. We believe that a diverse, equitable, and inclusive team drives innovation, creativity, better decision-making, and stronger performance.

If you’re interested in a role at Send but don’t meet every requirement listed, we still encourage you to apply. Research shows that women, Indigenous people, and individuals of colour often hesitate to apply for roles unless they meet every single qualification. We’re committed to changing that.

We welcome applications from everyone, regardless of background, ethnicity, or culture. We are committed to reviewing all applications fairly and do not discriminate based on race, ethnicity, colour, religion or belief, national origin, sexual orientation, age, marital or civil partnership status, family status, pregnancy or maternity, disability (visible or invisible), gender identity or expression, or any other legally protected status.

We know that inclusive hiring is an ongoing journey, and we’re always looking to improve. If you have feedback on our hiring or interview process, we’d love to hear it.

If you have specific needs or adjustments that would support you during the application process, you can share them in the space provided in your application-we want to ensure your experience is as smooth and comfortable as possible.

Need support with your application or have a question about the role? Email us at liam.longstaff-pagoni@send.technology.