Customer Success Lead | London Insurance Market | Up to £50,000
We are partnered with a London Insurance market InsurTech provider, hiring a Customer Success Lead. As Customer Success Lead, you will be the dedicated point of contact for a portfolio of Expert partners (lawyers, engineers, loss adjusters, etc.), helping them operate confidently and efficiently within their invoice management platform.
This is a relationship-first role, you will guide, support, and coach Expert partners through invoice submission processes, from onboarding right through to ongoing performance management. If you thrive on building trust with people, keeping things moving, and solving problems before they escalate, this could be a great fit.
What you'll be doing:
You'll act as the primary point of contact for assigned Expert partners, helping them submit invoices correctly and on time. Day-to-day, that means onboarding new Experts onto the platform, monitoring submission activity across your portfolio, resolving queries, and ensuring data quality and compliance standards are consistently met. You'll also maintain accurate records of performance and feed insights back to internal stakeholders and improvement teams.
Key Responsibilities:
- Experience in a customer success, account management, or client-facing operational role within the London Insurance Market
- Familiarity with invoice or billing workflows, and the ability to guide individuals or small firms through system-based processes
- Excellent interpersonal and communication skills: patient, supportive, and confident working with expert practitioners
- Strong organisation skills and the ability to manage a broad portfolio with varying levels of system familiarity
- Proactive and solution-focused, with a genuine commitment to partner success
- Comfortable using data and reporting tools to track performance and identify follow-up actions
If you're looking for a role where you can make a real difference to how partners experience a platform, and you know the London Insurance Market, we'd love to hear from you.