Customer Success Manager

Insurtech Insights, part of Emerald, is seeking a Customer Success & Delivery Manager to join our Global Partnerships team in London. This is the first dedicated client success role in the function – an extension of the partnerships team itself, and an opportunity to shape it from the ground up.

This is a role that spans the full customer journey, pre-sale and post-sale. Before a deal is signed, you help shape our sponsorship inventory and feed the voice of the customer into what we take to market, so the account manager has the right products to sell. Once it is signed, you project-manage delivery end to end and own the partner's experience, communication and success. The account manager owns the commercial relationship throughout; you make sure everything around it lands. The remit is simple: keep the partner, and grow the partner.

Day to day, you will:

• Nurture and maintain relationships across both new and returning accounts
• Coordinate delivery across our marketing, operations and content teams
• Make sure every deliverable lands and every partner sees a clear, demonstrable return on their investment
• Serve as the connective tissue between our partners and the teams delivering their activations – and the channel that carries customer feedback back into our inventory and product decisions
• Stay alert to every opportunity to renew, upsell and cross-sell, and surface them to the account manager to convert

We run a quality-over-volume model – fewer partners, deeper relationships, higher value – which means getting the sponsor experience right matters enormously. The best candidate is a relationship-focused solution-provider with creative problem-solving skills and the resilience to take initiative and resolve issues before they escalate. You will be highly organized, comfortable working independently in a fast-paced, rapidly changing environment, and driven to consistently meet and exceed your targets. Above all, we are looking for an ambitious individual who wants to grow with a rapidly scaling business.

What Success Looks Like

You are accountable for the outcome, not the sale. By getting delivery, communication and success right, you keep partners on board and grow what they invest with us year after year. Your success in the role is measured on two things above all else:

• Retention – keep your account base healthy and work with the account manager to renew and rebook every partner, protecting the revenue we already hold.
• Year-on-year account growth – drive a measurable percentage uplift in what each partner invests with us, deepening every relationship over time.

Everything else in the role serves those two outcomes.

Key Responsibilities

• Project-manage the delivery of sponsor activations end to end – owning timelines, dependencies, stakeholders and deliverables across marketing, operations and content, so nothing slips and nothing falls through the cracks
• Own and manage the sponsorship inventory – keeping it accurate, current and well-structured across our events, and making sure the sales team always has a clear, up-to-date picture of what is available to sell
• Guide inventory and product development using customer feedback – bring the voice of the customer into what we build and take to market, so the sales team goes out with the right packages and formats
• Partner with account managers pre-sale to shape packages and align inventory to what customers actually want and value
• Own delivery and the sponsor experience post-sale – make sure every deliverable lands, every expectation is met, and every partner sees a clear, demonstrable return on their investment
• Own retention across the given account base – keep accounts healthy year-round and work with the account manager to renew and rebook every partner, protecting the revenue we already hold
• Support year-on-year account growth – proactively identify and surface upsell and cross-sell opportunities, and partner with the account manager to convert them (you spot and support; they own the sale)
• Act as the day-to-day point of contact for sponsors, owning communication and making sure queries are routed and resolved quickly
• Own the onboarding of new sponsors, setting achievable expectations and putting each partner on a clear journey to success
• Address sponsor concerns promptly and creatively, drawing on the full Emerald network and anticipating needs before they arise, including managing make-goods where required
• Train and educate partners on new products, formats and sponsorship opportunities that could add value to their programme
• Support exhibitors with set-up, on-site activation and tear-down at our events
• Maintain accurate account and inventory records, activity and forecasting within Pipedrive
• Stay current on developments in the insurtech market and the wider events industry through seminars, meetings and ongoing self-development