Client Success Manager

#### **Mission** At Root, we are dedicated to empowering insurance players with innovative solutions that open new markets, drive growth, and deliver exceptional client value. As we continue to expand our footprint into the UK and beyond, we are doubling down on our commitment to providing an outstanding client experience. The mission of the Client Success Manager is to be responsible for managing and nurturing long\-term relationships with our enterprise clients. This role focuses on ensuring client satisfaction, driving product adoption, identifying growth opportunities and ultimately helping clients achieve their desired outcomes through the Root Platform and be Root evangelists. In this role, you will work closely with Root’s Sales, Support, Professional Services and Product teams to relentlessly advocate for our clients and enable them to harness the full potential of our cutting\-edge platform. #### **Outcomes** #### **Key Outcomes:** **Client Relationship Management:** * Act as the primary point of contact for a portfolio of enterprise clients. * Build and maintain strong, long\-lasting client relationships. * Understand clients' business goals and objectives and align them with our platform capabilities. * Maintain or initiate Monthly / Quarterly client review meetings **Onboarding** * Able to guide clients through platform onboarding after implementation is complete * Collaborate with the technical support team and professional service team to address any technical challenges during onboarding. **Change Request Management:** * Own the end\-to\-end lifecycle of post\-implementation change requests, from intake and qualification through to delivery and sign\-off. * Capture client requirements clearly, translate them into actionable specifications, and partner with Solution Engineering to scope effort and timelines. * Maintain accurate change logs, risk registers and status communications for each client. * Ensure change requests are commercially scoped, billed correctly, and aligned with the client’s product roadmap. * Coordinate UAT and release activities, ensuring clients adopt changes successfully and with minimal disruption. **Product Adoption \& Usage:** * Drive adoption and usage of the platform by understanding client needs and providing tailored recommendations. * Conduct regular business reviews and strategy sessions with clients to ensure they are leveraging the platform effectively. **Client Advocacy:** * Serve as the voice of the client internally, providing feedback to product management and development teams. * Identify and develop client advocates who can provide testimonials and case studies. **Renewals \& Upsell:** * Manage the renewal process, working to retain and expand client accounts. * Identify opportunities for upselling and cross\-selling additional products and services. **Metrics \& Reporting:** * Track and analyse client success metrics, such as CSAT, and churn rates. * Provide regular reports and insights to...