VP Customer Success

Lead Customer Success for a fast-scaling insurtech in Europe.

• •Senior leader owning the end-to-end customer journey and AI-enabled support at a fast-scaling insurtech expanding across Europe.
• •Key Responsibilities Lead Customer Success across NL, FR, and DE, owning headcount, tooling, SLAs and cost efficiency.
• •Drive AI and automation (SmartGuide) across website, WhatsApp, email, voice and video.
• •Set and own CX metrics: CSAT, response and resolution times, STP-rate and contact rates.
• •Partner with Product and Tech to convert operational bottlenecks into product improvements.
• •Requirements 8+ years in operations with 3+ years in senior leadership, ideally in fintech/insurtech or regulated environments.
• •Experience managing 20+ people across multilingual, multi-market teams.
• •Track record of driving automation with product/tech and using data to set and monitor metrics.
• •Budget ownership and experience with cost-per-contact, deflection and headcount trade-offs.