Lead – US P&C Insurance Solutions & Customer Success

Lead – US P&C Insurance Solutions & Customer Success

Function: Customer Success

Experience: 12 years in P&C insurance, including substantial experience in the US market

Reporting to: Head of Insurance

About the Role

We are looking for a senior P&C insurance professional who combines deep knowledge of the US insurance market with a practical understanding of insurance technology, product configuration, integrations, and distribution.

As part of our Customer Success team, you will work closely with the Head of Insurance to strengthen our US insurance practice. You will help shape solutions for the market, support client discovery and pre-sales, deliver product demonstrations, and guide teams in preparing products and workflows for customer adoption.

The ideal candidate can connect insurance business requirements with how platforms are configured, integrated, demonstrated, and implemented. This is a hands-on leadership role requiring strong client engagement, commercial awareness, and the flexibility to move between strategic discussions and detailed solution preparation.

Key Responsibilities

US insurance expertise and solution design

• Provide subject matter expertise across US P&C products, underwriting, rating, quoting, binding, policy issuance, endorsements, renewals, cancellations, billing, and claims.
• Understand the roles and relationships of carriers, MGAs, wholesalers, brokers, and retail agents across admitted and non-admitted markets, including excess and surplus lines.
• Translate client requirements into practical solutions that account for insurance operations, distribution models, platform capabilities, and applicable regulatory requirements.
• Work with the Head of Insurance to develop repeatable solutions, use cases, and capabilities that strengthen the US insurance practice.

Product configuration and integrations

• Guide how insurance products are set up within technology platforms, including coverages, limits, deductibles, eligibility rules, rating logic, underwriting referrals, forms, documents, and workflows.
• Understand the external data and service integrations required across the insurance lifecycle, including risk assessment, underwriting, rating, regulatory reporting, payments, document generation, and distribution.
• Identify where integrations are needed, what business purpose they serve, and how information should flow between systems.
• Collaborate with product managers, business analysts, architects, and developers to define configuration requirements, integration dependencies, and end-to-end processes.
• Help prepare products for the US market by identifying functional gaps, prioritizing enhancements, and validating business readiness.

Client engagement, pre-sales, and demonstrations

• Lead or support client discovery sessions, solution workshops, presentations, and product demonstrations.
• Build compelling demonstration scenarios tailored to the client's business, products, distribution channels, and operational priorities.
• Work hands-on with internal teams to prepare demo environments, product configurations, sample data, and supporting materials.
• Explain platform capabilities, integration approaches, and business value clearly to both business and technical audiences.
• Bring a responsive, collaborative approach to evolving client needs, feedback, and sales opportunities.

Customer success and delivery support

• Support customers from initial solution discussions through implementation, adoption, and ongoing improvement.
• Review business requirements, functional specifications, process flows, and acceptance criteria for insurance accuracy and operational relevance.
• Support testing and user acceptance by validating business scenarios, reviewing outcomes, and resolving functional or configuration issues.
• Conduct training and knowledge-sharing sessions for customers and internal teams.
• Feed customer insights and implementation learnings into product priorities and practice development.

Must Have

• Strong experience in US P&C insurance, with practical exposure to MGA, broking, carrier, or insurance distribution platforms.
• A sound understanding of admitted, non-admitted, and excess and surplus markets and their operational implications.
• Demonstrated experience translating insurance requirements into platform configurations, workflows, and solution designs.
• Working knowledge of policy administration, underwriting, rating, billing, claims, and distribution systems.
• An understanding of APIs, third-party data services, system integrations, and their role in insurance processes; coding expertise is not required.
• Confidence and willingness to participate actively in pre-sales, client presentations, workshops, and live product demonstrations.
• Ability to work across business, technology, sales, and delivery teams, balancing market needs with practical implementation considerations.
• Strong communication, analytical, and problem-solving skills, with a flexible, hands-on approach.
• Openness to learning and applying AI-enabled capabilities to improve insurance workflows and customer outcomes.

Good to Have

• Experience preparing or adapting insurance platforms and products for the US market.
• Exposure to both personal and commercial lines, including homeowners, auto, liability, and workers' compensation.
• Experience supporting proposals, proofs of concept, product roadmaps, or insurance practice development.
• Familiarity with US state-specific insurance requirements and relevant industry standards.
• Exposure to AI-assisted insurance processes, automation, or digital transformation initiatives.
• Relevant qualifications such as CPCU, AINS, or equivalent insurance credentials.