VP Customer Success

A rare opportunity to take real ownership in a fast-scaling European insurtech — and shape outcomes that matter.

At Insify, we build insurance for entrepreneurs because we are entrepreneurs ourselves. Our mission is simple but ambitious: to make business insurance 10x simpler, faster, and fairer for entrepreneurs and SMEs across Europe.

At our core, we’re a tech company. We build our own insurtech platform and rely heavily on data, automation, and AI to redesign the end-to-end insurance experience: from underwriting to claims. Combined with a fully digital customer portal and strong UX, we’re turning insurance into something surprisingly simple, transparent, and fair.

We’re led by seasoned entrepreneurs who’ve built and scaled companies before, and we bring that same ambition, urgency, and ownership mindset to everything we do.

Our culture

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

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

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

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

At the same time, you won’t be doing this alone.

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.

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.

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.

We’d rather be honest upfront.

Your mission

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.

In particular, you will:

AI & automation

• Act as the key business stakeholder for SmartGuide (our AI Coach). You set the priorities, own the outcomes, and work closely with the tech team to prioritize what it covers, where it hands off to a human, and how it improves over time
• Own implementation across all communication channels: website, WhatsApp, email, and ultimately voice and video
• Partner with Product and Tech to turn operational bottlenecks into product improvements and automation wins
• Drive work to clear outcomes

Customer experience & quality

• Set and hold the bar on quality and speed across all customer-facing workflows: responses, case handling, and channel coverage, whether delivered by AI or humans
• Own the customer experience metrics across all markets: CSAT, first response time, resolution time, first time right, STP-rate and contact rate per policy
• Own the post-application customer journey: MTAs, cross-sell moments, and keeping customer profiles accurate and up to date

Team & performance

• Own the performance of Customer Success across NL, FR, and DE: headcount, tooling, SLA delivery, and cost efficiency
• Lead and develop your team of support and insurance specialists across NL, FR, and DE, plus the additional markets we're adding over the next 12 to 18 months
• Translate business strategy into quarterly Ops priorities and hold the team accountable

This role is a strong fit if you have:

• 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 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 of 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

This role is not for you if:

We believe clarity saves everyone time.

• You are looking for a strict 40-hour work week
• You need fully defined scopes and stable priorities to perform well
• You prefer staying high-level and avoiding hands-on execution
• You expect long ramp-up periods before taking ownership

We offer:

• Competitive compensation that reflects responsibility and impact
• Trust and autonomy: you’ll have real ownership and room to make decisions
• Space to grow and shape your role as Insify evolves, based on your interests and strengths
• A steep learning curve, with support from experienced teammates
• The opportunity to share in what we’re building, with equity for eligible roles once there’s mutual conviction on fit and impact
• A welcoming, central Amsterdam HQ where we work closely together
• An international, ambitious team that enjoys building meaningful things together