Customer Success Manager, UK

About us

The company is the world's first Active Insurance provider designed to help prevent digital risk before it strikes. Founded in 2017, the company 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 the company.

About the role

We are looking for motivated candidates who thrive in a high-growth environment to join our Customer Success team. In this role, you will be accountable for providing the highest level of customer support and service to both prospective and current customers, including insurance brokers quoting on our platform and our policyholders.

We believe that when our customers win, we win. You’ll be on the front lines helping customers navigate an intricate, rapidly growing business – from basic company and product education to administrative and transaction support. If you combine a track record of solving customer needs with an incredibly positive attitude and a genuine drive to help others, we’d love to talk with you.

This is a remote position than can be performed anywhere within the UK

Responsibilities

• Respond to inbound questions and requests from prospective and current customers via online live chat, email, and phone.

• Ensure prospective and current customers receive timely, accurate assistance from the company’s sales, security, insurance, and claims teams by routing and coordinating inquiries as needed.

• Educate customers on the company’s products, including how to use our online quoting platform (for brokers) and our cybersecurity platform (for insureds).

• Perform administrative insurance functions to support quoting, binding, policy changes, and other key workflows that keep our growth engine running smoothly.

• Capture customer feedback, identify recurring pain points, and collaborate with teammates across the company to implement organizational and product improvements.

• Maintain clear, professional, and empathetic communication in every interaction, ensuring customers feel heard, supported, and confident in working with the company.

• Become a Platform Expert Broker IQ & the company Control

Skills and Qualifications

• Prior experience in an P&C insurance customer support or P&C insurance customer service role, or a strong demonstrated desire to learn and build these skills.

• Excellent interactive and communication abilities, both written and verbal, especially in customer-facing environments.

• Resourceful, enthusiastic, and comfortable operating in a fast-paced, start-up environment.

• Demonstrated ability to learn new tools, processes, and products quickly, with strong attention to detail.

• Ability to understand and utilise AI tools to support productivity and efficiency.

• Ability to prioritise a high volume of requests, balancing urgency, customer impact, and service commitments.

• Strong preference for muti-lingual candidates, with fluency in German, Spanish, Italian or French

• Incredibly positive attitude and a team-first mindset.

Perks

• 100% medical coverage, including outpatient care

• Life insurance

• 25+ paid holidays

• Annual home office stipend

• 7% employer pension contribution

• Mental and physical health wellness programs like Headspace, Wellhub

• Competitive compensation and opportunity for advancement

Why the company?

Work at the company 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. The company’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.

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All legitimate communication from the company 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

The company 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. The company does not tolerate discrimination or harassment of any kind, and we are dedicated to fostering an inclusive and supportive workplace.

Accommodations

The company 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 [link for members] . 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: the company does not accept unsolicited agency resumes. Do not forward resumes to our email alias, employees, or other physical or virtual organization locations. The company is not responsible for any fees related to unsolicited resumes.