Relationship Manager

Insights is a Learning and Development company which aims to change the world through the power of self-awareness. 

Our core purpose is to create a world where people truly understand themselves and others and are inspired to make a positive difference in everything they do. Like any brilliant team we’re made up of different people. A career at Insights is about welcoming people for who they are, and supporting their journey towards whoever they want to become.

Across the globe our products help people see themselves and others in a new light, to spark stronger connections in our workspaces and beyond. It all starts within. We're always making sense of ourselves - evolving as we move through life. Discovering our own minds means we're committed to constantly expanding them. And we want to shout about it. We love what we do, and we have fun doing it. That's what makes the magic of Insights. We work in a space where everybody belongs, where you can be unapologetically you.

In our Product and Innovation function we innovate and play to develop new, and evolve existing Products and Services, with a focus on customer-centricity, innovation, and product development. ​ We focus on creating and evolving value by encompassing new learning, technology, sustainability, and market trends across our Intellectual Property. ​

The Product Learning and Innovation team's goal is to create new revenue streams by exploring opportunities in new and adjacent markets and applying our intellectual property to solve next-gen business and customer problems. The introduction and development of our API product range is a strategic objective for Insights and one of the key deliverables for this team. 

As the Relationship Manager within this team, you will hold a strategic, client-facing role, ensuring the long-term success of customers who rely on our API product offerings to enrich their learning and development ecosystems and platforms. 

You will act as a trusted advisor to senior stakeholders across high-value client accounts, ensuring a seamless journey from onboarding and integration to long-term engagement and growth.  

This role will see you guiding clients to maximising the impact of our digital offering, while collaborating cross-functionally with Product, Commercial, and Tech-Sales to ensure alignment between client needs and our product strategy. 

Success in this role will be measured by retention, customer satisfaction (CSAT), onboarding velocity, and your ability to identify and influence opportunities for client expansion. You will also proactively address challenges and support customers in meeting their objectives and feed into our product development plans.  

In this Relationship Manager role,  you will focus on:

Strategic Client Partnership & Growth: 

• Manage strategic relationships with senior decision-makers across our newest and largest API led accounts, becoming an influential partner in customers API adoption   
• Identify and influence opportunities for clients to expand their use of the API offering, recommending relevant features, enhancements, or additional integrations. 

Onboarding & Ops Readiness: 

• Ensure clients are supported through a seamless onboarding experience, including technical setup, billing, authentication, and operational enablement.  
• Guide customers through initial API integration, supporting their stakeholders to achieve fast time-to-value.  
• Work closely with internal product teams to resolve blockers and ensure enterprise scalability from day one. 

Customer Success & Escalation: 

• Serve as the primary point of contact for all strategic and escalated issues post-sale, ensuring accountability and resolution in collaboration with Product and Engineering.  
• Monitor SLAs and success KPIs, proactively managing client expectations and internal workflows to meet service standards.  
• Drive continuous improvement of onboarding and support documentation development to scale delivery. 

Client Insight & Product Alignment: 

• Use data to monitor customer usage, trends, feedback, and any friction points, raising and demonstrating actionable insights for the Product teams from the customer.  
• Advocate for the customer by channelling their voice and needs into product roadmap discussions. 
• Maintain clear, regular, reporting on account health, risk mitigation, and customer sentiment.  

The experience you'll bring:

• Extensive experience in customer success, technical account management, or client relationship leadership in a SaaS, API, or cloud-based product environment.  
• Demonstrable understanding of API lifecycle management, integration approaches, and technical onboarding best practices.  
• Strong interpersonal skills, including the ability to communicate technical topics clearly to non-technical stakeholders.  
• A proven track record of driving customer satisfaction, retention, and revenue growth through strategic engagement.  
• Confidence using CRM and analytics to manage workflow and derive insight.  
• A passion for personal development, collaboration, and delivering exceptional experiences in line with the Insights mission. 

The way you'll show up:

• Customer First: You will understand what drives value for API customers and advocate for their goals. 
• Tech knowledge: You can speak the language of both business and technical stakeholders, translating complex ideas in a way that is accessible to customers. 
• Data-Led: You leverage data/trends to predict client needs, mitigate risk, and identify opportunities. 
• Collaborative & Resilient: You operate confidently cross functionally, adapting your approach to departmental needs.  Your resilience allows you to stay calm under pressure, while your creativity helps you find innovative solutions to complex problems.  
• Empathetic Communicator: You will empathise with the customer’s situation, understand the pressures they face, and provide support that reflects their urgency and the business impact of their needs. 

Location: Remote, UK

Benefits:

•    35 days holidays
•    Discretionary Annual Bonus
•    Private Medical Insurance
•    Income Protection
•    Pension Plan
•    Health Cash Plan
•    Life Assurance
•    Electric Car Scheme
•    Gymflex
•    Employee Giving
•    My Advantage – Employee Discounts
•    Critical Illness cover
•    Employee Assistance Program
•    Holiday purchase option
•    Flexible working

Everyone is welcome at Insights. We’re dedicated to creating a space where you belong — that means accepting you for who you are now and supporting you on your journey towards whoever you want to become.

Our colourful solutions help people see themselves and others in a new light and we love encouraging our diverse global community to experience the transformational power of Insights Discovery. Through listening and learning, we will continue to foster the connections that matter to build a more inclusive culture.

It is in our nature to nurture. We have developed an organisation which puts care for our people, inclusion, belonging and wellbeing at the heart of our approach. We’re strengthened by a community where we work together to co-create a culture that celebrates difference and welcomes everybody.

We love learning. We want to be better tomorrow than we are today and we’re up for the journey. Unapologetically human, undoubtedly individual. Colourful to our core.

Read more about inclusivity at Insights via the vacancy page on our website: https://www.insights.com/inclusively-insights/