# Customer Success Manager

**Company:** [Coalition Security](https://hotfix.jobs/companies/coalition-security)
**Location:** Remote
**Role:** Customer Success
**Experience:** 1+ years
**Skills:** Customer Support, Customer Success, Commercial Insurance, Insurance Broking, Underwriting, Live Chat, Cybersecurity, Cyber Insurance
**Posted:** 2026-08-27

> 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.

## Job Description

## 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.

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