VP Customer Success (Insurtech)

TL;DR

VP Customer Success (Insurtech): Owning every touchpoint of the customer journey and leading the transition to AI-driven support with an accent on operational scalability and multi-market expansion. Focus on implementing AI automation (SmartGuide) across multiple channels and optimizing CX metrics across Europe.

Location: On-site in Amsterdam

Company

hirify.global is a high-growth European insurtech scale-up redesigning business insurance for SMEs through data, automation, and AI.

What you will do

• Lead the AI transformation of customer success, acting as the key business stakeholder for the SmartGuide AI Coach.
• Own the end-to-end customer journey and CX metrics (CSAT, resolution time, STP-rate) across NL, FR, and DE.
• Scale operational capacity to support new market launches over the next 12 to 18 months.
• Manage and develop a multilingual team of 20+ support and insurance specialists, building the leadership layer beneath you.
• Collaborate with Product and Tech teams to turn operational bottlenecks into automation wins and product improvements.
• Drive the strategic direction of the company as a full co-owner and member of the Management Team (MT).

Requirements

• 8+ years in operations, with at least 3 years in a senior leadership role, ideally in fintech, insurtech, or regulated environments.
• Experience managing teams of 20+ across multiple functions.
• Proven track record of re-imagining operational processes from scratch.
• Strong data-driven approach to spotting problems via metrics and dashboards.
• Experience managing multilingual, multi-market Support teams.
• Track record of collaborating with product and tech teams to ship automated workflows.

Culture & Benefits

• Competitive compensation and equity options for eligible roles.
• High degree of trust, autonomy, and real ownership over decisions.
• Collaborative in-person culture at a central Amsterdam HQ with shared lunches and a dog-friendly office.
• Opportunity to share in the company's growth and shape the role as the organization evolves.
• A steep learning curve supported by an ambitious, international team.