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VP Customer Success
Full-time
Insify is a high-growth European insurtech making business insurance simpler, faster and fairer for entrepreneurs and SMEs. At its core a tech company, Insify relies heavily on data, automation and AI to redesign the end-to-end insurance experience.
Your Mission
As VP Customer Success, you own every touchpoint in the customer journey, from pre-purchase coverage questions to everything that happens once a customer is insured. That places you at the center of Insify's AI transformation, with a seat on the management team as a co-owner of strategic direction.
AI & Automation
Act as key business stakeholder for SmartGuide (Insify's AI Coach), setting priorities and owning outcomes.
Transition support to be handled by AI while improving quality and customer satisfaction.
Roll out AI automation across website, WhatsApp, email and eventually voice and video.
Customer Experience & Team
Set and hold the bar on quality and speed across all customer-facing workflows, whether AI or human.
Own CX metrics across markets: CSAT, first response time, resolution time and contact rate per policy.
Lead and develop the support and insurance specialist team across NL, FR and DE.
This Role Fits If You Have
8+ years in operations, with at least 3 in senior leadership, ideally in fintech or insurtech.
Managed multilingual, multi-market support teams of 20+.
A track record of working with product and tech to automate manual workflows.
