Hybrid Customer Success Manager bei UnderwriteMe

Job Title

Job Description

About Us

UnderwriteMe is a UK based Insurtech creating disruptive SaaS solutions for the insurance industry. We are on a mission to make life insurance more widely accessible, providing technology to ensure people and their loved ones are protected when the inevitable happens.

We are wholly owned by Pacific Life Re but operate as an autonomous business within the company. This gives us the best of both worlds - the freedom to act like a technology scale-up, with the stability of a large company meaning longer-term thinking and no last-minute pivots to gain our next funding round. Pacific Life Re became 100% shareholder of UnderwriteMe in 2017 given the strategic synergy with its reinsurance business.
 

UnderwriteMe has two main products we sell to customers:

• Decision Platform - a B2B enterprise platform that provides a best-in-market Underwriting Rules Engine used by over 30 insurers to power their underwriting decisions. The product is sold across UK & Ireland, Asia-Pacific and North America. The platform combines our engine with technology to source and process third-party information supporting underwriting decisions for insurers. We are already working on capabilities, powered by AI, to make these decisions even more efficient.

• Protection Platform - a B2B2C marketplace used by over 15,000 advisors to power quoting and purchase of protection products in the UK. We currently deliver 16% of the UK markets protection policies and we are already working to increase our reach.

UnderwriteMe is part-way through a multi-year transformation to adopt a Product Operating Model, modernising our architecture and moving our products to a SaaS model. We still have much to do, and we’re looking for people to join us on this challenging and exciting journey.

Pacific Life Re and UnderwriteMe are both organisations focussed on creating a great environment in which to work. We recognise that attracting and retaining top talent is how we continue to improve the company. We pay well and as we are part of a mature organisation, we have a good benefits package. We value and celebrate diversity in our teams and continually work to celebrate the uniqueness of each person. We work in a hybrid model, and we expect our leaders to flex where they work based on the needs of the company and their teams.

About The Role

We’re looking for a passionate and proactive Customer Success Manager (CSM) to join our team in Singapore. In this role, you will have two main responsibilities:

In Customer Success you will be the primary point of contact for a portfolio of customers, ensuring they gain maximum value from our solutions. You’ll be responsible for project delivery, nurturing strong relationships, driving retention and expansion, and acting as a strategic advisor across the customer lifecycle.

In this role you will also be responsible for collaborating on defining and documenting our implementation processes to support our CS operations globally. This includes how we support the delivery of our technology, our customer success activities including professional services. You will ensure our services are delivered in a consistent high-quality approach across all our regions globally

This is a key role within our Global RevOps team, requiring strong communication, commercial acumen, and a collaborative approach to customer success. You’ll work closely with product, implementation, sales, and support teams to deliver exceptional customer outcomes.

What you will be Doing

• Customer Relationship Management: Build trusted, long-term relationships with key customer stakeholders. Understand their strategic goals and how our platform supports them.

• Project Delivery: Lead the delivery of customer implementation or enhancement projects, ensuring timelines, scope, and quality standards are met.

• Account Growth & Renewals: Identify opportunities for upselling and cross-selling to expand our footprint. Own renewal conversations and drive customer retention.

• Success Planning: Define and execute success plans tailored to each customer, tracking adoption, satisfaction, and business value delivered.

• Advocacy & Feedback: Be the voice of the customer internally, advocate for their needs and share insights with product and leadership teams.

• Risk Management: Proactively identify and mitigate risks to customer satisfaction and retention.

• Reporting & Insights: Track customer health metrics, regularly reporting on account status, risks, growth opportunities, and strategic reviews to demonstrate value and impact.

• Implement global delivery processes to be used across all aspects of Customer Success delivery, ensuring consistency of approach and being a central point for global reporting of such activity
   
• Stay up to date with industry trends and best practices to advise customers and position our solutions effectively.

What type of person fits the role:

• You’re customer-obsessed, you thrive on helping others succeed and see your customers’ wins as your own.

• You have experience in SaaS or InsurTech, ideally working in a global Product Operating Model, with enterprise customers in a post-sale or delivery capacity.

• You’re a strong project manager, comfortable juggling multiple priorities and working cross-functionally to get things done.

• You’re commercially savvy, with the confidence to handle renewals and upsell opportunities in a consultative and value-driven way.

• You’re a natural relationship builder and trusted advisor, able to influence stakeholders at all levels.

• You’re great at designing and aligning processes across multiple regions

• You have excellent communication skills, clear, concise, and empathetic.

• You’re proactive, data-driven, and always looking for ways to improve both customer outcomes and internal processes.

Key Characteristics

Key Characteristics that we look for when interviewing and that help people thrive at UnderwriteMe: 

• Entrepreneurial: Shows initiative and a proactive approach to identifying and seizing the right opportunities. Shows resilience in the face of challenges and maintains a bias for action.

• Curiosity: Exhibits a strong desire to learn and understand new concepts. Approaches problems with creativity and persistence, consistently seeking effective solutions.

• Technically Great: Possesses a deep understanding of relevant technical skills and knowledge applicable to their role. Applies technical expertise effectively to solve complex issues.

• Strategic Thinker: Understands the broader impact of their role and decisions. Effectively balances immediate actions with strategic planning to ensure alignment with medium-term and long-term organisational objectives.

• Impact Oriented: Driven by meaningful results, prioritising actions that deliver significant outcomes and contribute to team success. Motivated by value creation and business impact, not titles or status.

• Adaptability: Open to feedback and willing to learn from others. Shows a growth mindset and the ability to adapt and improve.

What we offer

Here at UnderwriteMe, you have the chance to work on solving complex problems that will change how lives are protected. This means working in an environment where you can really make a difference and where the opportunities for continuous learning and development are abounded.

Unlike many other scale-up Tech companies, we have the financial backing of our successful parent company. This means we can offer a number of benefits and programmes to reward and recognise our employees’ contributions, which reflect the value we place on our employees. From competitive salaries and bonus schemes to wellness offerings and a hybrid working approach that facilitates a healthy work-life balance.

We also take pride in giving back to the community and offer rewarding volunteering and social responsibility opportunities.

More About UnderwriteMe

UnderwriteMe is an InsurTech company and subsidiary of Pacific Life Re (PL Re), dedicated to transforming the life insurance industry through innovative data and technology products. Our mission is to make insurance more accessible by enabling the future of underwriting and the future of distribution for our clients.

The Decision Platform is our B2B Enterprise Software product that aims to help insurers optimise their underwriting and claims process and realise that future of underwriting and claims. The Protection Platform is our B2B SaaS marketplace for financial advisers and brokers that we believe is the future of distribution. 

About UnderwriteMe

UnderwriteMe is an Insurtech software business and subsidiary of Pacific Life Re (PL Re), a global life and pensions reinsurance firm. We have a vision to help everyone purchase protection insurance by using data and disruptive technology to transform our partners and markets in order to make their underwriting processes as quick and efficient as possible. 

Working for UnderwriteMe

Joining UnderwriteMe means being part of a technology company that is committed to bringing a fresh and dynamic approach to insurance.  You’d be working with a team of highly technical experts made up of people with backgrounds in software, fintech, and insurance.  Every person in our global team is valued for the unique qualities they bring to our business and we seek to build their expertise and support their individual ambitions at every step.

Of course, we take our work seriously and we know our team can operate under great pressure.  We work hard and thrive on achievement, but we also know how to have fun and relax too.  We regularly host a range of team building days to strengthen our team's connection with each other and reflect on their successes.

Providing employees with a healthy work-life balance is very important to our culture.  We have a wide range of employee benefits and we host regular social activities and wellbeing initiatives.  We are also committed to supporting our employee's involvement in their communities, by actively fundraising, hosting charity events, and overseeing volunteering opportunities.

Benefits

Leave

• 23 days of annual leave with option to buy/sell more days

• Adoption and fertility leave 

• Generous enhanced parental leave  

Healthcare

• Comprehensive private insurance coverage for employee and dependents

• Group Term Life Insurance coverage of 5x basic annual salary, Group Accelerated CI of 1x annual basic salary and Group Accidental Death & Dismemberment of 3x annual basic salary 

• Optical & Dental benefits 

• Additional flexi benefits

Wellness

• Access to Employee Assistance Program 

• Time off for volunteering 

• Charitable matching of employee donations

As part of our commitment to accessibility for all, UnderwriteMe will, upon the request of the applicant, provide accommodation during the recruitment process to ensure equal access to applicants with disabilities. Please contact us about your needs, and we will consult with you to ensure suitable accommodation is provided.

UnderwriteMe Values

Please click here to view our company values