We’re pushing the boundaries of Insurance Technology
INSTANDA is the worlds first no code platform for Insurance. A pioneering Insurtech, we’re revolutionising the insurance industry by offering insurers a versatile tool to create, manage, and distribute digital insurance products. Our innovative technology empowers insurance carriers to adapt swiftly to market demands and navigate the evolving landscape. Our Technology is consistently recognised as the best policy administration platform for innovative insurers, winning awards in both the UK and US.
INSTANDA has grown significantly in recent years and we are now a team of 180+ employees based in the UK, EMEA and US, with partnerships that operate worldwide. We’re continuing to grow our business and our Client Success Team is at the forefront of our growth plans.
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The Role
We’re hiring a Spanish Speaking Technical Client Success Manager (CSM) to steward a portfolio of core (“reactive”) accounts and to partner with our Strategic Account Managers (SAMs) on named strategic accounts. You’ll be accountable for adoption, value realization, renewals, and net revenue retention (NRR) across your reactive book, while operating as a consultative partner alongside SAMs on strategic accounts.
How the portfolio is structured
- Reactive/Core accounts (You own): Day‑to‑day success, QBRs, renewals, and targeted expansions in a defined book of business. Variable compensation/commission is tied to retention and expansion in this portfolio.
- Strategic accounts (You partner): You drive adoption, value mapping, and health insights. The SAM owns commercials (renewals/expansion); you co‑plan and co‑deliver outcomes.
We are a remote-first organization, with occasional travel required for client meetings and team collaboration.
What you’ll do
Own the Reactive book
- Serve as the primary post‑sale contact; build success plans tied to each client’s business outcomes.
- Lead renewals end‑to‑end; forecast risk/opportunity; execute playbooks to protect MRR and grow NRR.
- Identify and close low‑complexity expansions (e.g., additional environments, users, modules) within commercial guardrails.
- Run scaled engagement (cadenced check‑ins, QBRs) with crisp executive‑ready storytelling of value, ROI, and roadmap.
- Orchestrate incident and ticket management with Platform Support; manage backlogs in JIRA/Freshdesk; communicate status and root cause clearly.
- Demonstrate strong technical understanding to interpret nuanced Jira tickets and Freshdesk enquiries, supporting effective issue triage and better client outcomes.
- Maintain impeccable CRM hygiene (e.g., Salesforce) and health scoring.
Partner across Strategic accounts
- Collaborate with Strategic Account Managers to align success plans with account strategy and agreed value metrics.
- Provide adoption analytics, risk flags, and expansion hypotheses; co‑present at QBRs.
- Bring voice‑of‑customer to roadmap; translate platform capabilities into measurable outcomes. (SAM retains commercial ownership.)
Enablement & continuous improvement
- Translate client feedback into reproducible plays, knowledge base content, and product requirements.
- Contribute to cross‑functional incident reviews and process improvements to raise NPS and lower time‑to‑resolution.
- Mentor peers on insurance workflows and INSTANDA best practices.