Client Success Manager

Job description

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 the executive / management team on client health and success. Competencies: General Client-centric mindset with a passion for helping clients succeed. Strategic thinker with strong problem-solving skills. Business Minded Proactive and self-motivated with a high level of initiative. Ability to build trust and rapport with clients and internal teams. Proven track record of success in client success roles Organised and technically savvy Technical Solution Literacy: Able to understand and discuss the client’s Root configuration, data flows and integration points at a level sufficient to scope and prioritise change requests. Project Management Tool Proficiency: Comfortable working in JIRA (or similar) to track change requests, incidents and release activities. Integration Awareness: Familiarity with APIs, web services, HTTP and SFTP, and tools such as Postman, sufficient to triage integration questions and route them appropriately. Clear Technical Communication: Able to translate technical detail into plain language for non-technical stakeholders, and articulate client needs accurately to internal technical teams. AI use & legibility At Root, we use AI to amplify human capability. You are expected to make effective use of AI to reduce low-value effort and create more time for the work that benefits most from human judgment, creativity, expertise, and relationships. AI is not a substitute for critical thinking, ownership, or accountability. You are expected to apply sound judgment, verify outputs, and remain responsible for the quality of your work and decisions. As Root builds an increasingly AI-legible organisation, everyone is expected to contribute through effective documentation, knowledge-sharing, and context management that make information easier for both people and AI to discover, understand, and use. Background Tertiary qualification with an aptitude for numbers and data. 3 to 5 years in an enterprise client-facing role ideally in a SaaS or software environment. Experience managing enterprise clients and engaging with C-suite executives. Experience managing change requests, scoping work with engineering or delivery teams, and coordinating delivery against client expectations. Insurance domain expertise is a bonus. 🧢 Who we are: Our mission is to enable innovation in insurance by building the infrastructure required to reach the future of insurance. We are striving to be the global API standard for insurance. Root values & ways of working Root’s success is a result of our team Putting clients first Showing up authentically, as one team, with no ego Getting it done when they say they will get it done Being relentlessly gritty when it matters Taking pride in their work Pushing to grow, learn and keep improving In practice, this means we: Work in public by default Share our work early Assume good intent Always have an owner Are non-negotiable on responsiveness Document everything We look for people that: Have excellent writing and communication skills Are highly capable Hold themselves to the highest standards Are self aware & empathetic problem solvers Have a strong work ethic Learn as a habit, not a task Pay attention to the detail Are hungry for the challenge 🚀 How we enable success: Our team is made up of smart, passionate, and kind individuals working together to build a world-class business. We take the time to develop personal relationships with each other. Over and above daily team lunches, we do frequent team outings and ad-hoc adventures (when global pandemics permit!). We create and enable an environment for people to do their best work. To support this, we focus on a culture of autonomy, transparency and trust. As a startup, we care a lot about innovation, and believe in an iterative way of working to drive innovation forward. We encourage each other and foster a working culture of sharing early versions of our work and implementing feedback fast. 🤝 Why join us? We have ambitious goals. Our mission is to transform insurance, globally, and we’re making solid progress in South Africa and the UK. Your contribution will directly and visibly impact Root’s continued success and expansion. Our team is incredibly friendly and collaborative. If you care about solving challenging problems with smart people you enjoy being around, this is the place for you. Please note… Open positions at Root are competitive and we often receive high volumes of applicants. If you have not received further updates on your application after three weeks, you’re welcome to request feedback.