Client Success Manager

About Artificial

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 industry.

In 2024, we raised £8M in Series A+ funding led by Augmentum Fintech, with continued support from MS&AD Ventures and FOMCAP IV. It’s an exciting time to join us as we scale our impact in London and beyond.

If you're looking to do meaningful work that’s already changing the industry for the better, we’d love to hear from you.

Role Background

We’re expanding our team to meet the growing needs of our client base and are looking for a Client Success Manager to lead the engagements from initial planning through implementation 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 to drive impactful adoption of Artificial products, increasing client retention and creating advocates.

As a Client Success Manager, you’ll collaborate closely with our Commercial, Product Management, and Solutions Engineering teams, while working directly with clients to ensure seamless delivery and long-term success.

This opportunity is ideal for a proactive professional with a background in customer success, account management, or project management—particularly within the London market insurance or broking industry.

This is a hybrid role, with a minimum of 3 days per week from our London HQ in the City.

Your Role and Responsibilities

• Build strong relationships and manage the successful onboarding of new clients as assigned, attending in-person sessions as necessary
• Understand client needs and act as their advocate internally to support effective product adoption and influence ongoing product development
• Executing the operational delivery to the client working collaboratively with Product Management, Solutions Engineering and Client Success teams
• Coordinate user acceptance testing and provide training to the client, including related materials, during implementation and feature releases
• Manage the transition from go-live to business-as-usual (BAU), ensuring continuity and client satisfaction
• Gather and communicate client feedback and change requests, while managing expectations
• Lead proactive BAU client management, including insights on platform usage and performance stats, and identifying upsell opportunities
• Work closely with our Support team to manage live issues and respond to SLA commitments
• Work closely with our Support team to manage live issues and respond to SLA commitments
• Represent the company at client meetings and industry events

In the early days of your role, you’ll be expected to focus on delivering:

• Demonstrable ownership of least one client (new and/ or existing)
  • Form a direct relationship with the client
  • Plan and manage a new client engagement, collaborating with the product manager and development team(s)
  • Manage development and support issues raised by existing client
  • Work collaboratively with client and internal teams to find effective solutions to issues
• Ensure quality and completeness of deliverables to the client
• Ensuring that the client is kept informed of progress in a timely manner and risks are escalated appropriately
• Working to develop processes and reporting which is meaningful and provides insights to both external and internal stakeholders

About You

Skills, Experience and Qualifications

• Demonstrable experience working within the insurance industry for an Insurer or Broker
• Adept at handling multiple clients simultaneously, experience working in the Client Success or Account Management space
• Project management experience and skills
• Strong business analysis and problem solving capability
• Some experience of providing value-add reporting to clients and internal management team
• Gathering requirements supported by data analysis
• Experience of analysing and documenting process flows
• Experience with communicating complex technical solutions into simple language for clients
• Experience with Google Suite, Notion, Slack, Figma, Jira and other collaborative online software

People Skills and Behaviours

• Self-starter with strong interpersonal, communication, collaboration and presentation skills
• Comfortable working in a fast-changing start-up environment with all the ambiguities this presents: flexibility will be needed
• Happy to travel to client sites for meetings as required
• Appetite to learn and grow with the company
• Keen to knowledge share and identify improvements across the business

We especially want to hear from you if you have

• A background in the London market insurance industry and/or the Insurtech industry
• A project management certification (e.g. PRINCE2, SAFe Agilist, PMI-ACP)
• An interest in working for a fast-paced, growing company, that is propelling the insurance industry forward

Benefits

• Competitive base salary
• Private medical insurance
• Income protection insurance
• Life insurance of 4 * base salary
• On-site gym and shower facilities
• Enhanced maternity and paternity pay
• Team social events and company parties
• Salary exchange on pension and nursery fees
• Access to Maji, the financial wellbeing platform
• Milestone Birthday Bonus and a Life Events leave policy
• Generous holiday allowance of 28 days plus national holidays
• Home office and equipment allowance, and a company MacBook
• Learning allowance and leave to attend conferences or take exams
• YuLife employee benefits, including EAP and bereavement helplines
• For each new hire, we plant a tree through our partnership with Ecologi Action
• The best coffee machine in London, handmade in Italy and imported just for us!

We’re proud to be an equal opportunities employer and are committed to building a team that reflects the diverse communities around us. If there’s anything you need to make the hiring process more accessible, just let us know—we’re happy to make adjustments. You’re also welcome to share your preferred pronouns with us at any point.

Think you don’t meet every requirement? Please apply anyway. We value potential as much as experience, and we know that raw talent counts.

As part of our hiring process, we’ll carry out some background checks. These may include a criminal record check, reviewing your credit history, speaking with previous employers and confirming your academic qualifications.