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.

About the role

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.

This is a hybrid role.

Responsibilities

High value/ enterprise level client onboarding and solution delivery: Assist in the onboarding and integration process, ensuring smooth delivery from Commercial handover to go-live and into BAU steady state

SMB client onboarding and solution delivery: Lead in the onboarding and integration process as described above

Build client relationships: Support the development of positive relationships with client stakeholders, coordinating activities to understand their business objectives and workflows

Advocate client needs internally: Work closely with Product, Solutions Engineering, and Client Success teams to relay client feedback, support implementation plans, and highlight opportunities for improvement

Assist in project coordination: Support project managers in defining scope, timelines, and milestones; help coordinate internal and client resources to ensure timely delivery of product configurations and integrations

Coordinate testing and training: Assist in running user acceptance testing (UAT) and delivering client training sessions, both remotely and on-site, ensuring clients are prepared for go-live

Support go-live and BAU transition: Help transition clients from implementation to business-as-usual operations, maintaining clear documentation and supporting ongoing client satisfaction

Monitor client engagement: Support the team in tracking platform usage, integration performance, and operational metrics, helping to identify opportunities for optimisation

Contribute to continuous improvement: Collect client feedback, assist with change requests, and support the development of tools, processes, and insights to improve client experience and delivery efficiency

Collaborate cross-functionally: Work closely with Support, Product, and Engineering teams to help resolve live issues and support SLA commitments

Represent the company externally: Assist in client meetings, workshops, and industry events as required, reflecting the company’s commitment to client success

About you

Skills, Experience and Qualifications

• Comfortable managing multiple clients or tasks simultaneously, with experience in Client Success, Account Management, or a related support role.
• Exposure to project coordination or project management activities.
• Strong analytical and problem-solving skills, with the ability to gather requirements and support data-driven insights.
• Experience documenting processes, workflows, or client requirements.
• Ability to communicate complex technical concepts in a simple and clear manner for clients.
• Familiarity with Google Suite, Notion, Slack, Figma, or similar collaboration tools is advantageous.

We especially want to hear from you if you have

• Have supported complex or enterprise-level accounts
• Have managed SMB accounts
• Hold or are pursuing project management certifications (e.g., PRINCE2, SAFe Agilist, PMI-ACP)
• Are motivated to work in a fast-paced, growth-focused company that is transforming the insurance industry

People skills & behaviour

• 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

First Three Months

In your first three months, you’ll focus on learning, supporting client engagements, and demonstrating initiative. Specifically, you will:

• Support at least one high value/ enterprise level client relationship, either new or existing, under the guidance of a senior CSM
• Begin to lead on SMB client accounts
• Build rapport with client stakeholders, acting as a dependable point of contact for day-to-day questions and updates
• Assist in planning and coordinating a new client onboarding project, collaborating with Product, Development, and Solutions Engineering teams
• Help manage development and support requests from clients, ensuring timely communication and resolution
• Collaborate with internal teams to help identify issues and contribute to effective solutions
• Support the delivery of high-quality client deliverables, ensuring timelines and scope are maintained
• Maintain proactive communication with clients, providing updates and flagging potential risks to senior team members
• Begin contributing to internal processes, documentation, and reporting frameworks that provide useful insights for clients and the team

Benefits

• Competitive 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.