Customer Success Manager

About Emerald

Emerald’s talented and experienced teams grow our customers’ businesses 365 days a year with products that create connections, deliver content, and drive commerce. We produce over 140 annual events, create and deliver content through print and digital channels, and power commerce through our seamlessly integrated in-person and digital platforms and channels. For more information, please visit http://www.emeraldx.com.

Insurtech Insights, part of Emerald, is seeking a Customer Success & Delivery Manager to join our Global Partnerships team in London. This is the first dedicated client success role in the function - an extension of the partnerships team itself, and an opportunity to shape it from the ground up.

This is a role that spans the full customer journey, pre-sale and post-sale. Before a deal is signed, you help shape our sponsorship inventory and feed the voice of the customer into what we take to market, so the account manager has the right products to sell. Once it is signed, you project-manage delivery end to end and own the partner's experience, communication and success. The account manager owns the commercial relationship throughout; you make sure everything around it lands. The remit is simple: keep the partner, and grow the partner.

Day to day, you will nurture and maintain relationships across both new and returning accounts, coordinate delivery across our marketing, operations and content teams, and make sure every deliverable lands and every partner sees a clear, demonstrable return on their investment. You are the connective tissue between our partners and the teams delivering their activations - and the channel that carries customer feedback back into our inventory and product decisions. You are not carrying a sales number, but you will stay alert to every opportunity to renew, upsell and cross-sell, and surface them to the account manager to convert.

We run a quality-over-volume model - fewer partners, deeper relationships, higher value - which means getting the sponsor experience right matters enormously. The best candidate is a relationship-focused solution-provider with creative problem-solving skills and the resilience to take initiative and resolve issues before they escalate.

You will be highly organized, comfortable working independently in a fast-paced, rapidly changing environment, and driven to consistently meet and exceed your targets. Above all, we are looking for an ambitious individual who wants to grow with a rapidly scaling business.

What Success Looks Like

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.

Key Responsibilities

• 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

Qualifications

• 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

About Insurtech Insights

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.

By bringing together thought leaders and decision-makers from across the industry, we foster collaboration, spark new partnerships, and help organisations navigate the rapidly evolving landscape of digital transformation in insurance.

About Emerald

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.

COMPENSATION

Target Compensation: £40,000-£60,000, depending on experience.

In addition, an annual bonus of 10% of base salary, paid at the end of each year against objectives pre-agreed

with your line manager. These objectives are built around the two outcomes above - retention and growth of

the existing ITI Europe and USA account base.

Please note that this range reflects a reasonable estimate of the target compensation for this position. This range may ultimately vary based on a candidate’s qualifications and may be higher where required by applicable law.

If you need accommodation in our application process or have questions about our posted salary range, please email our Talent Acquisition team at [email protected].