Customer Success Manager

You'll report to: Naynesh Patel, Head of Customer Support Success Team: Customer Success Location: This is a hybrid position, requiring 2–3 days per week in our London office, located in the City near Monument station. Salary Range: £105,000 - £120,000 per annum Role Type: Full-Time, Permanent Start date: As soon as possible Visa / Sponsorship Available: Not Available The Customer Success Manager Role As a Customer Success Manager at Send, you’ll play a pivotal role in helping our customers realise measurable value from our platform while driving long-term growth and retention. Reporting to the Head of Customer Support Success, you’ll act as a strategic partner to your accounts-building trusted relationships, understanding each customer’s business objectives, and aligning our platform to their evolving needs. You’ll take a proactive, data-driven approach to managing customer health, anticipating risks, and identifying opportunities for expansion. Working closely with teams across Sales, Product, Marketing, Delivery, and Support, you’ll ensure a seamless customer experience while owning commercial outcomes, including renewals, retention, and account growth. About Send We are the leading insurance platform, trusted by world-class insurers to help them navigate complex risks. Our platform helps commercial insurers, MGAs and reinsurers modernise underwriting, cut friction, and grow profitably in complex markets. We are the only platform purpose-built for multi-operating models. Our platform combines deep industry expertise with the ability to support a range of strategies and operating models. Our Story: We started Send because insurers had been let down for too long by rigid, legacy technology. The industry was ready to work differently – and so were we. In 2017, our three founders set out with a clear vision: to transform commercial underwriting by combining advanced technology with deep industry expertise. By 2019, we delivered our first commercial and specialty underwriting platform for Aviva GCS, streamlining operations, increasing efficiency, and giving teams the visibility they needed to make faster, better decisions. Over the next six years, we rolled out multiple underwriting platform solutions across the UK and US, proving that modern underwriting technology could be powerful, flexible, and rapidly delivered. In 2022, we won three industry awards and secured a $10m Series A to accelerate our growth. By 2024, Send was recognised as a “Leader” by IDC, Celent, and Datos – a testament to our momentum and our customers’ success. In 2025, we doubled in size and deepened our expertise in both the London Market and North America – becoming the only underwriting platform purpose-built to support multiple operating models. But we're not finished. Insurers want orchestration, not siloed systems. That’s why we continue to invest in our platform and orchestration engine – helping our customers win better business, faster. The Send Team Over the past two years, Send has experienced significant growth, expanding our team by over 50% to more than 120 people. At the start of 2024, our team was primarily based in the UK and Poland. Since then, we’ve taken major steps toward building a global presence, with team members now located across the UK, US, India, and Ireland-all working collaboratively toward our vision of becoming the market-leading software platform for agile insurers. Our Funding From 2017 to 2022, we bootstrapped our growth journey, building a profitable and stable company. In November 2022, following a year of strong customer and team growth, we secured $10 million in Series A funding to accelerate our expansion across the UK and US, as well as to further enhance our product development. We’re proud to have the support and expertise of our investors, Mercia and Breega. We are now preparing for our Series B round and are excited about the growth acceleration this will enable. What You’ll Be ... (truncated, view full listing at source)