Customer Success Lead (Carriers)
Do you have strong Customer Success leadership experience within B2B SaaS, FinTech or InsurTech?
Comfortable acting as a player-manager, owning strategic accounts while also leading and developing a high-performing Customer Success team?
We are looking for a Customer Success Lead to join a fast-growing global SaaS/FinTech business, helping shape and scale a high-impact Customer Success function.
Experience within the insurance sector is highly important for this role.
What you will do as Customer Success Lead:
- Lead and develop a high-performing Customer Success team, driving performance across retention, adoption, and expansion targets
- Own a portfolio of strategic, high-value customer accounts, acting as a senior escalation point and trusted partner
- Drive customer retention, growth, and lifetime value through proactive, data-led success strategies
- Build and implement customer lifecycle frameworks, playbooks, and scalable processes
- Oversee renewal and expansion strategy, ensuring accurate forecasting and strong commercial outcomes
- Partner cross-functionally with Sales, Product, and Operations to improve customer experience and internal workflows
- Act as the voice of the customer, feeding insights into product and roadmap discussions
- Lead QBR governance, supporting customers in demonstrating ROI and long-term value
- Support operational improvements across customer workflows and service delivery
What you’ll need:
- Proven experience leading Customer Success teams in a B2B SaaS, FinTech, or InsurTech environment
- Strong experience within the insurance sector is essential
- Strong experience managing strategic, high-value customer relationships
- Track record of driving retention, expansion, and customer lifetime value
- Experience in a player-manager or hybrid leadership role
- Strong commercial mindset with a data-driven approach to decision making
- Confident communicator with the ability to influence senior stakeholders
- Experience using CRM / Customer Success platforms (e.g. Salesforce, Zendesk or similar)
- Strong problem-solving skills and ability to manage complex escalations
- Comfortable working in a fast-paced, high-growth environment