Customer Success Manager (Germany)

About the role

Coalition is the world's first Active Insurance provider designed to help prevent digital risk before it strikes. Founded in 2017, Coalition combines comprehensive insurance coverage and innovative cybersecurity tools to help businesses manage and mitigate potential cyberattacks. Opportunities to make an impact with bold thinking are real-and happening daily at Coalition. We are looking for motivated candidates who thrive in a fast-paced, high-growth environment to join our Customer Success team. In this role, you will help deliver an excellent experience to prospective and current brokers and policyholders, with a particular focus on supporting customers across Germany and the broader European market (with a focus on the DACH region). We believe that when our customers succeed, we succeed. The ideal candidate will have experience identifying customer needs and helping resolve them in a complex, evolving business environment - from product education and platform guidance to administrative and transactional support. If you bring a positive, solutions-oriented mindset and genuinely enjoy helping others, we'd love to hear from you. This is a full time, remote-first position, that can be based anywhere in Germany.

Responsibilities

• Respond to inbound questions and requests from prospective and current customers via live chat, email, and occasionally by phone
• Ensure brokers and policyholders receive the support they need by partnering closely with Coalition's sales, security, insurance, and claims teams
• Educate customers on Coalition's products, including our online quoting platform for brokers and our cybersecurity platform for insureds
• Act as a first point of contact for customers and help route, coordinate, and resolve issues efficiently across internal teams
• Support business development and underwriting teams by helping deliver a high-quality customer experience from first contact through ongoing service
• Work cross-functionally to identify recurring customer pain points and help improve processes, workflows, and product experience
• Provide thoughtful, professional support in a regulated insurance environment serving customers across multiple markets

Requirements

• 1+ year of experience in insurance customer support, customer service, customer success, broking, underwriting, or a similar client-facing role.
• Prior experience working in the insurance sector (or insurance-related businesses) will be given priority.
• A proven track record working with the German or broader European commercial insurance market (especially DACH region - Germany, Austria, Switzerland) is expected.
• Must be fluent in English and German, both in oral & written communication.
• Strong written and verbal communication skills, with the ability to explain products, processes, and next steps clearly to customers
• Highly resourceful, organised, and comfortable working in a dynamic, scaling business
• Ability to manage competing priorities while maintaining a high standard of customer care
• Bonus Points
• Experience working within the German or broader European commercial insurance market (especially DACH region - Germany, Austria, Switzerland)
• Additional language skills, including German
• Familiarity with the local commercial insurance ecosystems
• Cybersecurity knowledge
• Cyber insurance knowledge
• Experience supporting customers across multiple countries, teams, or regulatory environments

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