Customer Success Manager, Germany

About us 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. About the role 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 Skills and Qualifications • 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 Perks • 100% public healthcare coverage • 30+ paid holidays • Annual home office stipend • Statutory pension • Mental & physical health wellness programs • Competitive compensation and opportunity for advancement *This job posting is open to all genders. Why Coalition? Work at Coalition is centered on the joint mission to Protect the Unprotected. We have built a remote-first, highly inclusive culture that welcomes people from diverse backgrounds. We trust each other to take responsibility, share ownership of outcomes, and put in the work together to protect businesses from digital risk. Coalition’s exceptional growth stems from its ability to address real-world problems for organizations of all sizes while remaining true to our founding values of character, humility, responsibility, purpose, authenticity, and inclusion. We’re always looking for collaborative, inquisitive individuals to join #OurCoalition. Visit our Newsroom > Privacy Notice Coalition is committed to protecting your privacy and handling your personal information responsibly. We collect, use, and store personal information as necessary for the recruitment process and in compliance with applicable privacy laws and regulations in all regions where we operate. We want you to understand what personal information we collect, how we use it, and your rights regarding access, correction, and deletion of your data where applicable. Information submitted, collected, and processed as part of your application is subject to Coalition's Privacy Policy. For further details, please review our full Privacy Policy or contact us with any questions regarding how your information is handled. Our Privacy Policy > Safe Hiring Notice All legitimate communication from Coalition comes from @coalitioninc.com emails, and open roles are listed only on our Careers page. We never ask for payment, banking details, or personal identification before an offer is accepted through our secure systems. If you believe you’ve been a victim of fraudulent recruiting, follow guidance from the Federal Trade Commission (FTC). Anti-Discrimination Notice Coalition is proud to be an Equal Opportunity employer. Our policy is to provide equal employment opportunities to all individuals, without discrimination or harassment on the basis of any characteristic protected by applicable laws in each country where we operate. This commitment includes, but is not limited to, ensuring equal treatment in recruitment, selection, training, promotion, transfer, compensation, and all other aspects of employment. Coalition does not tolerate discrimination or harassment of any kind, and we are dedicated to fostering an inclusive and supportive workplace. Accommodations Coalition is committed to providing reasonable accommodations to qualified individuals with disabilities, including applicants and employees, in accordance with applicable laws and regulations in each country where we operate. Our policy is to support equal opportunity in the hiring process by considering qualified applicants regardless of disability or other protected characteristics, unless providing accommodation would impose an undue hardship or disproportionate burden. If you require accommodation to complete an application, interview, pre-employment testing, or participate in the selection process, please contact us at candidateaccommodations@coalitioninc.com. We also consider all qualified applicants, including those with criminal histories, in line with applicable laws and regulations in each jurisdiction. To all recruitment agencies: Coalition does not accept unsolicited agency resumes. Do not forward resumes to our email alias, employees, or other physical or virtual organization locations. Coalition is not responsible for any fees related to unsolicited resumes.