SSP UK & Ireland
Customer Success Manager
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Location: Remote
Salary Range: competitive base salary, dependent upon skills and experience, plus variable commission scheme.
Hours: Full Time
Contract Type: Permanent
Working Arrangements: Remote with regular travel to client office locations
ABOUT SSP UK & IRELAND
SSP UK & Ireland develops technology that helps insurers, brokers and underwriters run their businesses and deliver better customer experiences. As part of Volaris Group, backed by Constellation Software, we combine the expertise and close relationships of a UK & Ireland business with the resources and opportunities of an international software group.
Everyone is welcome at SSP UK & Ireland
We are committed to building an inclusive workplace and welcome applications from people of all backgrounds. Recruitment decisions are based on the requirements of the role and the skills and experience candidates bring.
If you need a reasonable adjustment at any stage of the recruitment process, please tell our Talent Acquisition team. We will work with you to make the process accessible.
At SSP UK&I, how we work matters as much as what we deliver. Our BUILD values shape the way we make decisions, work together and create impact every day.
THE PURPOSE OF THE CUSTOMER SUCCESS MANAGER WILL BE:
As Customer Success Manager, you’ll take full ownership of retention, growth and satisfaction across SSP UK & Ireland’s existing customer portfolio. Reporting to the Sales and Marketing Director, you’ll lead a team of Account Managers and Senior Relationship Managers, setting the standard for proactive, customer-obsessed account management. You’ll be the team’s senior point of escalation, building trusted advisory relationships up to C-suite level and ensuring customer insight shapes our product roadmap. Success in this role calls on Dedication – owning outcomes and being accountable – and Unity – building strong relationships across teams and with our customers.
WHAT YOU’LL BRING
Essential
- Significant experience in account management, customer success or relationship management leadership, ideally within insurance technology or financial services
- Proven track record of leading and developing high-performing account management or customer success teams, driving retention, growth and satisfaction at portfolio level
- Strong commercial and financial acumen, with experience owning and delivering against revenue retention and growth targets
- Demonstrable experience operating at C-suite and senior stakeholder level, both with customers and internally
- Experience acting as a senior escalation point for complex customer issues, complaints and relationship challenges
- Excellent leadership, coaching and people development skills
- Strong analytical and reporting capability, with experience using CRM platforms (Hubspot preferred) to manage pipeline, activity and performance
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Unity: You build trusted relationships and work effectively across teams.
Initiative: You identify what needs to happen and turn ideas into action.
Dedication: You take ownership and follow through on commitments.
Desirable
- Knowledge of the insurance market and broking/insurer computer systems
- Knowledge of SSP solutions
You do not need to meet every desirable criterion. If the role interests you and you believe your experience is transferable, we encourage you to apply.
THE CUSTOMER SUCCESS MANAGER RESPONSIBILITIES INCLUDE:
- Take full ownership of retention, growth and commercial performance across SSP’s existing UK & Ireland customer portfolio
- Lead, coach and develop a team of Account Managers and Senior Relationship Managers, setting clear standards for proactive, customer-obsessed account management
- Act as the team’s primary escalation point for complex complaints, contractual disputes and service issues, resolving them with urgency and care
- Build trusted advisory relationships at C-suite and board level, positioning SSP as a long-term strategic partner
- Maintain a clear, data-led view of portfolio health, risk and opportunity, feeding customer insight into SSP’s product roadmaps
- Drive accountability across the team, ensuring account plans, Hubspot data, pipeline and renewal forecasting are accurate and current
- Own oversight of debt management and open complaints across the portfolio, ensuring timely resolution
- Champion the use of AI tools to improve productivity and the quality of customer communications, always with appropriate human oversight
- Represent the voice of the customer internally, working cross-functionally with product, professional services, support and finance
- Lead and take part in customer-facing events such as webinars, roadshows and user groups
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WHAT’S IN IT FOR YOU?
- A unique, modern working environment (remote, hybrid and on-premises working modes available)
- Regular performance reviews and development conversations
- Holiday allowance (25 days + Public Holidays), pension scheme with employer matching and life assurance of 2 x annual salary
- Complimentary Birthday Day off and Company Day at Christmas, in addition to annual leave entitlement
- SSP flexible benefits scheme, discretionary annual bonus for permanent employees based on company performance
- Family friendly leave policies, Flexible working options
- A clear, personal learning and development plan to develop your career further.
- Access to an extensive range of training opportunities through our online training platform.
- Employee Assistance Programme.
OUR BUILD VALUES:
Our BUILD values describe how we work together at SSP UK & Ireland. They are practical behaviours, not just words, and we look for colleagues who will help us bring them to life.
B | BRAVERY – Not Recklessness: Do not be reckless but challenge yourself and others to be brave enough to do things differently.
U | UNITY – Stronger Together: Be on time, be present, collaborate, be a team player.
I | INITIATIVE – Make It Happen: Be involved, be engaged, be your best!
L | LEARNING – Always Improving: Actively seek opportunities to make things better, innovate, and continuously improve SSP UK&I.
D | DEDICATION – Own It: You are accountable, and people feel it.
BUILD YOUR CAREER WITH US
We want people to do meaningful work, keep learning and build careers they are proud of. You will be supported through regular development conversations, learning opportunities and the chance to contribute beyond your immediate role.
SSP is proud to be an equal opportunity workplace for all. We do not discriminate in recruitment hiring, training, advancement, or other employment practices. We celebrate diversity and are committed to creating and fostering an inclusive environment for all employees.
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