Customer Success Manager
Tractable · London, England
WHY TRACTABLE?
We combine world-class AI research with real-world applications that make a difference. At Tractable, you’ll collaborate with brilliant minds, work on transformative projects, and contribute to technology that helps people when they need it most.
ABOUT THE ROLE
As a Customer Success Manager you will work directly with our insurance customers in EMEA to make sure they get real business value from our AI, and consequently renew and grow with us. You will own the complete post-sales lifecycle for your portfolio of customers, and you will be accountable for retention and growth.
Two of Poland’s largest motor insurers sit at the centre of your portfolio. You will be the person they deal with day-to-day. Alongside them you will carry a wider portfolio of European insurance customers, and the shape of that portfolio will change as the region grows.
This is a highly visible position. You will work directly with senior claims executives and help them change how their organisations handle motor claims, working alongside our product, AI research and delivery teams to get there.
The role is a fixed-term contract of 12-18 months. It is a small team, so you will own your accounts outright from early on. Expect regular travel to your customers, including to Poland.
WHAT YOU'LL DO
- Own the relationship. Run the operating cadence with your accounts: regular operational calls, performance reviews, and quarterly business reviews with senior stakeholders.
- Build relationships far and wide. Create strategic relationships with key stakeholders, from claims handlers and technical teams through to Chief Claims Officers, line-of-business leaders and digital innovation leaders. Expand beyond your initial sponsors to uncover new opportunities.
- Build a joint success plan. Agree specific financial and operational metrics with each customer, then monitor outcomes and platform consumption against them.
- Drive adoption. Define and run an effective onboarding and training programme for new users, promote engagement at all levels of the customer organisation, and push the process changes that turn our AI into measurable value.
- Quantify the value delivered. Know what the customer has actually gained, be able to prove it, and take proactive action when the numbers are not where they should be.
- Protect account health. Anticipate, identify and mitigate risks early, with support from internal teams and customer executive stakeholders.
- Be the customer’s voice in the product. Analyse how our AI performs on your accounts, work with product and engineering on improvement opportunities, and bring feedback back in a form the team can act on.
- Lead renewals and growth. Own contract renewals. Scope up-sell and cross-sell opportunities, build the close plan, and partner with Business Development to pursue them.
- Be an expert on our product. Know it well enough to train users, debug problems with them, and be credible with technical teams on both sides.
WHAT WE'RE LOOKING FOR
- Fluent Polish, written and spoken. You will run the relationship with our Polish customers entirely in Polish, from operational calls to business reviews to difficult conversations.
- Fluent English. Our working language across the company.
- 3+ years in customer success, solution delivery, or customer-facing consulting, at a high-growth B2B SaaS company or a top consultancy.
- A track record of building and deepening relationships across a wide range of stakeholders at large, complex organisations.
- Strong analytical skills, including experience quantifying business value and defending it to a customer.
- Comfort with technical products, data and operational metrics. You do not need to code, but you should be happy in the detail.
- A strong ownership mentality and a relentless customer focus.
Salary band: £60-70k base + variable (mid level) / £70-85k base + variable (senior)
DIVERSITY COMMITMENT
At Tractable, we are committed to building a diverse team and inclusive workplace where people’s varied backgrounds and experiences are valued and recognised.
We encourage applications from candidates of all backgrounds and offer equal opportunities without discrimination.