Artificial Labs Ltd
Senior Client Success Manager
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Senior Client Success Manager
Help shape the future of specialty insurance
At Artificial, we’re building the next generation of technology for the specialty (re)insurance market. Our mission is to transform how brokers and carriers operate in complex markets by removing operational barriers and enabling smarter, faster decision-making.
We use modern technology to solve real challenges for some of the world’s leading brokers and insurers. By automating the repetitive and structuring the complex, we help our partners unlock new opportunities for innovation and growth.
You’ll be joining a collaborative team that values curiosity, ownership, and continuous learning. We work in an environment where ideas are heard, support is built-in, and outcomes matter. Everyone here has the chance to make a tangible impact on our products, our customers, and the insurance industry.
We’ve just raised $45M (£33M) in Series B funding from lead investor CommerenzVentures, new investor Move Capital, as well as all existing shareholders. This investment round gives us the room to grow with confidence, continue to innovate, and ensure that Artificial remains the first choice for brokers and carriers seeking a smarter way to trade digitally.
Join us, and take the chance to be a part of something that will change the landscape of insurance for generations.
About the role
We’re expanding our team to meet the growing needs of our client base and are looking for a Senior Client Success Manager to lead the engagements from initial planning through delivery and into business-as-usual operations. A core focus of this role is ensuring a high-quality service experience that delivers real value and successful outcomes for our clients.
This role is central to our purpose: to build incredible client relationships and drive impactful adoption of Artificial products, increasing client retention and creating advocates.
As a Senior Client Success Manager, you’ll collaborate closely with our Commercial, Product Management, and Forward Deployed Engineering team, while working directly with clients to ensure seamless delivery and long-term success.
What You’ll Bring
- Insurance Market Expertise – Proven experience navigating commercial and specialty markets (e.g., Lloyd’s, the London Market, or US commercial lines)
- Client-Centric Background – A track record in Customer Success or Account Management, with a proactive approach to relationship-building
- Tech-Forward Mindset – A genuine passion for digital transformation and a desire to help modernise the insurance industry
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Key Responsibilities
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Client onboarding and solution delivery – Play a pivotal role in the end-to-end onboarding and product delivery process for new clients, ensuring quality service and value creation from Commercial handover to go-live and into Business-as-Usual (BAU) steady state
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Build trusted client partnerships – Develop strong relationships with client stakeholders, coordinating activities to understand their business objectives, workflows, and integration requirements to drive successful solution adoption
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Champion client needs internally – Act as the client advocate within Artificial, collaborating with Product, Forward Deployed Engineers, and Client Success teams to shape implementation plans and influence product enhancements
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Project Governance & Delivery Excellence – Understand and define project objectives, scope, and milestone timelines; establish clear programme-level governance and roles & responsibilities to ensure timely, high-quality delivery that meets client objectives
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Coordinate testing and training – Oversee User Acceptance Testing (UAT) and deliver client training sessions (both remotely and on-site), ensuring readiness for launch and ongoing product proficiency
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Manage go-live and transition to BAU – Responsible for transitioning clients from implementation to Business-as-Usual (BAU) operations, ensuring smooth transitions, clear documentation, and ongoing satisfaction
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Monitor performance and engagement – Proactively analyse platform usage, integration performance, and operational metrics to ensure adoption and identify optimisation/growth opportunities
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Drive continuous improvement – Capture client feedback, manage change requests, and provide structured insights to enhance client experience, delivery processes, and product capabilities
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Collaborate cross-functionally – Partner closely with Support, Product, and Engineering teams to triage live issues, ensuring SLA adherence and continuous improvement in service quality
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Represent the company externally – Act as the company’s ambassador in client meetings, workshops, and industry events
About You
Skills, Experience, and Qualifications
- Exceptional executive-level communication skills, strong problem-solving ability, and confidence to navigate challenging conversations with clients
- Experience handling multiple clients and expertise in Customer Success or Account Management
- Ability to communicate complex technical concepts simply and clearly
- Familiarity with Google Suite, Notion, Slack, Figma, and Asana is advantageous
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We especially want to hear from you if you have:
- Commercial & specialty insurance market experience
- Knowledge of underwriting or brokering operations
- Experience managing complex enterprise-level accounts
- Change-management certification (e.g., Prosci) – desirable
- Enthusiasm for working in a fast-paced, growing company pushing the insurance industry forward
People Skills and Behaviours
- Self-starter with strong interpersonal, communication, collaboration, and presentation skills
- Comfortable in a fast-changing scale-up environment; embrace flexibility as part of rapid growth
- Willingness to travel to client sites as required
- Appetite for learning and growth within the company
- Keen to knowledge-share and identify improvements across the business
Benefits
- Private medical insurance
- Income protection insurance
- Life insurance of 4x base salary
- On-site gym and shower facilities
- Enhanced maternity & paternity pay
- Team social events and company parties
- Salary exchange on pension and nursery fees
- Access to Maji (financial wellbeing platform)
- Company stock options via Ledgy
- Milestone Birthday Bonus & Life Events leave policy
- Generous 28 days of holiday (excluding national holidays)
- Home office & equipment allowance, plus a company MacBook
- Learning allowance & concessionary leave for conferences/exams
- YuLife employee benefits (e.g., Employee Assistance Programme (EAP) and bereavement helplines)
*For every new hire, we plant a tree via our partnership with Ecologi Action—a commitment to sustainability
- Discretionary: the best coffee machine in London, handmade in Italy and exclusively imported for our team!
Equal Opportunities
We’re proud to be an equal opportunities employer, committed to building a diverse, inclusive team.
If you need any adjustments to make the hiring process more accessible, let us know—we’re happy to accommodate. Shared pronouns are welcome at any time.
Think you don’t meet every requirement? Apply anyway! We value potential as much as experience—raw talent counts.
Background Checks
As part of the hiring process, we’ll conduct some background verifications—this may include:
- A criminal record check
- Review of your credit history
- References from previous employers
- Verification of academic credentials
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