Customer Success Manager

You are accountable for the outcome, not the sale. By getting delivery, communication and success right, you keep partners on board and grow what they invest with us year after year. Your success in the role is measured on two things above all else:

•Retention – keep your account base healthy and work with the account manager to renew and rebook every partner, protecting the revenue we already hold.

•Year-on-year account growth – drive a measurable percentage uplift in what each partner invests with us, deepening every relationship over time.

Everything else in the role serves those two outcomes.

•Project-manage the delivery of sponsor activations end to end – owning timelines, dependencies, stakeholders and deliverables across marketing, operations and content, so nothing slips and nothing falls through the cracks

•Own and manage the sponsorship inventory – keeping it accurate, current and well-structured across our events, and making sure the sales team always has a clear, up-to-date picture of what is available to sell

•Guide inventory and product development using customer feedback – bring the voice of the customer into what we build and take to market, so the sales team goes out with the right packages and formats

•Partner with account managers pre-sale to shape packages and align inventory to what customers actually want and value

•Own delivery and the sponsor experience post-sale – make sure every deliverable lands, every expectation is met, and every partner sees a clear, demonstrable return on their investment

•Own retention across the given account base – keep accounts healthy year-round and work with the account manager to renew and rebook every partner, protecting the revenue we already hold

•Support year-on-year account growth – proactively identify and surface upsell and cross-sell opportunities, and partner with the account manager to convert them (you spot and support; they own the sale)

•Act as the day-to-day point of contact for sponsors, owning communication and making sure queries are routed and resolved quickly

•Own the onboarding of new sponsors, setting achievable expectations and putting each partner on a clear journey to success

•Address sponsor concerns promptly and creatively, drawing on the full Emerald network and anticipating needs before they arise, including managing make-goods where required

•Train and educate partners on new products, formats and sponsorship opportunities that could add value to their programme

•Support exhibitors with set-up, on-site activation and tear-down at our events

•Maintain accurate account and inventory records, activity and forecasting within Pipedrive

•Stay current on developments in the insurtech market and the wider events industry through seminars, meetings and ongoing self-development

•Proven account management or customer success experience, ideally within a client-facing commercial team

•Strong project-management skills – able to coordinate multiple stakeholders, timelines and deliverables at once and keep everything on track

•Experience owning or managing inventory, product or a portfolio of deliverables preferred

•Experience in events, media, or related B2B sectors preferred; exposure to insurance or insurtech is a bonus but not essential

•Strong relationship-building and consultative skills, with the ability to influence and reassure senior stakeholders

•Creative problem-solver with a proactive, resilient and highly organised approach

•Self-directed and highly motivated, comfortable working independently in a fast-paced, evolving environment

•Experience with Pipedrive, Salesforce or a comparable CRM platform required

•Excellent verbal, written and presentation skills, with the ability to convey the Insurtech Insights and Emerald value proposition with confidence

•Proficiency in Microsoft Office

•Experience using AI-enabled tools preferred

•Willingness to travel to support our global events across Europe, the USA and Asia

Insurtech Insights is a global media and events platform dedicated to accelerating innovation across the insurance industry. Through our flagship conferences, digital content, and community initiatives, we connect insurers, reinsurers, brokers, investors, regulators, and technology innovators to explore the trends, technologies, and strategies shaping the future of insurance.

At Emerald, we strive to foster a diverse and inclusive community. We actively recruit and champion candidates who bring new perspectives from varied professional backgrounds and experiences, and we are intentional about ensuring a positive hiring experience for everyone. Our job postings don’t contain experience inflation, and most don’t require college degrees. Instead, they’re crafted to focus on outcomes and transferable experiences that are assessed in a structured interview process carried out by trained hiring teams.