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Job Summary

Job Description

Main Area of Responsibility

Leads the customer success function with full accountability for the retention, satisfaction and commercial growth of SSP UK & Ireland’s existing customer portfolio. Acts as the most senior day-to-day point of contact for the customer team, setting the tone for how customers are engaged, supported and valued across all accounts.

Serves as the primary escalation point for the team, providing guidance, support and direct intervention where customer situations require a more senior touch, including complex complaints, contractual disputes, service failures or relationship difficulties. Ensures every escalation is handled with urgency, care and a clear resolution focus, and that lessons learned are fed back into team practice.

Acts as a trusted advisor at the most senior levels where required, including C-suite and board engagement, building confidence in SSP UK & Ireland as a long-term strategic partner. Models and champions customer-obsessed behaviours across the team, ensuring regular, high-quality customer engagement is embedded as standard practice throughout the Account Manager and Senior Relationship Manager population.

Develops and maintains a clear picture of the health, risk and commercial opportunity across the entire existing customer portfolio. Uses data, customer feedback and team intelligence to identify trends, risks and opportunities, and ensures this insight is shared with relevant internal stakeholders including product teams across our P&Ls.

Ensures that customer requirements and insights gathered by the team are clearly articulated and fed through to the relevant product teams, so that SSP’s UK & Ireland product roadmaps (across all P&Ls) remain commercially relevant and customer-led.

Drives a culture of accountability within the team, ensuring account plans are in place and kept current for every customer, that Hubspot is used consistently and accurately, and that pipeline, renewal forecasts and commercial reporting are reliable and up to date.

Maintains oversight of debt management across the portfolio, ensuring the team is proactively managing outstanding balances and that issues are escalated and resolved in a timely manner. Maintains oversight of all open complaints and service issues, ensuring the team is acting with appropriate urgency and that patterns of dissatisfaction are identified and addressed.

Embraces and promotes the use of AI tools across the team to drive productivity, improve the quality of customer communications and outputs, and support better decision-making, always with appropriate human oversight and judgement.

Accountability

• Report directly to the Sales and Marketing Director with full accountability for the retention, growth and satisfaction performance of the existing customer base.
• Own and be accountable for the team’s financial targets, including renewal rates, revenue retention and account growth across the portfolio.
• Lead, manage and develop a team of Account Managers and Senior Relationship Managers, setting clear objectives, providing regular coaching and feedback, and ensuring every team member has the support and direction needed to perform at their best.
• Act as a role model for the customer-centric behaviours and relationship standards expected across the team.
• Act as the primary point of escalation for the team on all customer matters – including complex complaints, service failures, contractual disputes and relationship issues that require senior intervention.
• Take personal ownership of escalated situations, driving resolution with urgency and ensuring the customer’s experience remains at the forefront throughout.
• Ensure every customer in the portfolio has a current, well-maintained account plan, covering relationship mapping, commercial opportunity, risk assessment and engagement cadence.
• Review account plans regularly with the team and challenge where activity or ambition falls short of what is needed.
• Maintain a comprehensive view of portfolio health, renewal pipelines and commercial performance. Ensure accurate and timely reporting through Hubspot, and present portfolio performance, risks and opportunities to the Sales and Marketing Director on a regular basis.
• Drive the overall level of customer engagement and satisfaction across the portfolio – setting engagement standards, monitoring satisfaction metrics, and ensuring the team is consistently delivering a high-quality, responsive customer experience.
• Own the measurement and continuous improvement of customer satisfaction across all segments.
• Take accountability for debt management across the full portfolio, ensuring the team maintains proactive oversight and that outstanding balances are resolved in a timely manner. Escalate and manage directly where required.
• Collaborate closely with product teams across the P&Ls, ensuring that customer insights gathered through the team’s engagement activity are fed through effectively and that customers feel heard in SSP’s UK & Ireland product and roadmap decisions.
• Work cross-functionally with professional services, customer support, finance and other internal teams to ensure a joined-up and excellent customer experience.
• Represent the voice of the existing customer base internally, advocating for customers’ needs and priorities at a senior level.
• Contribute to the development of team processes, standards and ways of working, ensuring the customer success function operates efficiently, consistently and to a high standard.
• Lead and participate in customer-facing events including webinars, road shows and user groups.
• Champion the use of AI tools within the team to drive productivity and quality.

Qualifications & Experience

• Significant experience in account management, customer success or relationship management leadership, ideally within the insurance technology or financial services sector.
• Proven track record of leading and developing high-performing account management or customer success teams, with demonstrable experience of driving retention, growth and customer satisfaction at a portfolio level.
• Strong commercial and financial acumen, with experience of owning and delivering against revenue retention and growth targets.
• Demonstrable experience of operating at C-suite and senior stakeholder level, both with customers and internally.
• Experience of acting as a senior escalation point for complex customer issues, complaints and relationship challenges.
• Knowledge of the insurance market and broking/insurer computer systems.
• Knowledge of SSP solutions would be an advantage.
• Excellent leadership, coaching and people development skills.
• Strong analytical and reporting capability, with experience of using CRM platforms (Hubspot preferred) to manage pipeline, activity and performance.
• Ability to bring teams together around a shared vision and set of standards.
• A genuine passion for customers and for building a team culture centred on trust, care and results.

Worker Type