Customer Success Manager
Supports German-market brokers and policyholders through chat, email, and phone while coordinating resolution across sales, insurance, claims, and security teams. Requires at least one year of relevant client-facing experience, commercial insurance knowledge, and fluency in English and German.
About the job
Responsibilities
- Respond to inbound questions and requests from prospective and current customers via live chat, email, and occasionally by phone.
- Partner with sales, security, insurance, and claims teams to support brokers and policyholders.
- Educate customers on Coalition’s products, including its online quoting platform for brokers and cybersecurity platform for insureds.
- Serve as the first point of contact, routing, coordinating, and resolving issues efficiently across internal teams.
- Support business development and underwriting teams in delivering a high-quality customer experience from first contact through ongoing service.
- Identify recurring customer pain points and help improve processes, workflows, and product experience.
- Provide professional support in a regulated insurance environment serving multiple markets.
Requirements
- At least 1 year of experience in insurance customer support, customer service, customer success, broking, underwriting, or a similar client-facing role.
- Experience in the German or broader European commercial insurance market, particularly the DACH region (Germany, Austria, and Switzerland).
- Fluency in English and German, both written and spoken.
- Strong written and verbal communication skills.
- Resourcefulness, organization, and comfort working in a dynamic, scaling business.
- Ability to manage competing priorities while maintaining a high standard of customer care.
Nice-to-haves
- Familiarity with local commercial insurance ecosystems.
- Cybersecurity knowledge.
- Cyber insurance knowledge.
- Experience supporting customers across multiple countries, teams, or regulatory environments.
- Additional language skills.
Compensation and Benefits
- Competitive compensation and opportunity for advancement.
- 100% public healthcare coverage.
- 30+ paid holidays.
- Annual home office stipend.
- Statutory pension.
- Mental and physical health wellness programs.
Skills
Customer Support, Customer Success, Commercial Insurance, Insurance Broking, Underwriting, Live Chat, Cybersecurity, Cyber Insurance
Similar jobs
Customer Success jobs
Prompt Health
Remote
Supports rehab therapy clients through onboarding, training, product adoption, support, and retention for a healthcare SaaS platform. Requires outpatient physical therapy experience, strong software skills, EMR familiarity, Excel proficiency, and excellent communication.
Thyme Care
Remote
Engages Spanish- and English-speaking cancer-care members through phone, text, and email, assessing needs and coordinating healthcare and community resources. The role requires at least two years of patient-facing navigation or coordination experience, strong communication skills, and success in a high-volume, metrics-driven environment.
Thyme Care
Remote
Engages oncology-care members through phone, text, and email, assesses health and social needs, and connects them with clinical, community, and financial resources. Requires at least two years of patient-facing care coordination or navigation experience and comfort working in a high-volume, metrics-driven remote environment.
Pearl
Remote
Manages relationships with dental practice customers, drives product adoption and value realization, troubleshoots issues, and supports renewals and account growth. Requires 2–3 years of customer success or solutions consulting experience plus dental practice experience and radiography knowledge.
Improbable
Remote
Build Bolter’s customer success function from scratch by onboarding operators, translating their business processes into automated blueprints, driving retention, and shaping the product through customer feedback. Requires 5+ years in customer-facing work, strong process-mapping ability, AI fluency, and excellent communication.