VP Customer Success

Our culture (read this carefully)

We’re not just building a company, we’re building a category leader. That comes with ambition, responsibility, and pace.

Our culture is defined by three things:

 People own problems end-to-end. If something is unclear or broken, we don’t wait — we step in and fix it.

 Priorities shift, and decisions are made quickly. We value momentum and learning over perfection.

 Outcomes matter more than optics. We care about results, quality, and follow-through.

We believe great work happens through close collaboration. We work in person, challenge each other’s ideas, and expect contributions from everywhere, regardless of title or tenure. The best ideas often come from unexpected places, and we create space for them to surface.

This is a human-sized company. You’ll know the people you work with, you’ll be able to walk over to anyone to ask a question or test an idea, and you’ll be part of the day-to-day energy of building together:  from whiteboard discussions to shared lunches, dogs in the office, and moments to pause and reset.

We hire smart, ambitious people who think like owners, value intellectual honesty, and are motivated by impact rather than comfort. If you enjoy challenge, responsibility, and building something meaningful with others, you’ll likely thrive here.

If you’re looking for predictability, narrow scopes, or a guaranteed 9-to-5, this likely won’t be the right fit — and that’s okay.

We’d rather be honest upfront.

Customer success in insurance is entering a new paradigm, and Insify, despite being an insurtech, is no exception.

Historically, our customers have faced two challenges: a lack of digital product availability, and difficulty understanding what they actually need (which has meant relying on human advisors). Insify is leveraging AI to revolutionize the second half of that equation, along with every customer interaction that flows from it.

As VP Customer Success, you own every touchpoint every single step in the customer journey, from pre-purchase questions about coverage to everything that happens once they're insured. That puts you at the center of Insify's AI transformation. You'll:

• Ensure our team of insurance and support experts continues to deliver a top-notch experience to customers and prospects

• Transition support to be handled by AI (SmartGuide), while improving quality and customer satisfaction

• Roll out AI automation with a seamless multi-channel approach: website (SmartGuide), WhatsApp, email, and eventually voice and video

With a number of new markets launching over the next 12 to 18 months, you're in the driver's seat for delivering AI-enabled operational scalability as Insify expands across Europe.

You have a MT seat as a full co-owner of Insify's strategic direction. This is a role for someone who thinks at the level of the business, not just the function.

8+ years in operations, with at least 3 in a senior leadership role, ideally in fintech, insurtech, or another regulated environment

Managed teams of 20+ across multiple functions and built the leadership layer beneath you

Owned n a Customer Success budget, think in cost-per-contact and deflection rate, and make headcount decisions without losing sight of customer outcomes

Re-imagined operational processes from scratch, not just inherited and optimised them

Knowledge on how to use data to spot problems early: you set the metrics, interrogate the dashboards, and own the follow-through

Managed multilingual, multi-market Support teams and know what it takes to keep quality consistent across our markets

A track record of working with product and tech teams to automate manual workflows and actually getting it shipped