Customer Success Manager - Insurance

<h2>🧡 Coverflex</h2><p>Work changed. Pay didn’t.</p><p>Coverflex exists to make compensation work for everyone.<br>Pay is still rigid, fragmented, and hard to feel.<br>We turn compensation into choice — one platform, one card, one app — for benefits, meal allowance, insurance and more.</p><p>Our platform is simple for HR and meaningful for employees.<br>We provide choice, smarter compensation tools and empowerment.</p><h2>⚙️ TL;DR (The Essentials)</h2><p><strong>Role:</strong> Customer Success Manager - Insurance<br><strong>Seniority Level:</strong> Intermediate<br><strong>Type:</strong> Individual Contributor<br><strong>Languages:</strong> English (internal communication &amp; documentation) / Spanish (client-facing)<br><strong>Main Tools:</strong> Internal Insurance Platform, CRM, Notion, Slack<br><strong>Regulatory requirement: </strong>level 2 Insurance Mediation/Distribution License (or higher)<br><strong>Location:</strong> Remote (Spain)<br><strong>Contract Type:</strong> Permanent</p><p><strong>Compensation:</strong><br>- <strong>Base Salary:</strong> €25,000 – €35,000<br>- <strong>Equity:</strong> Yes – Stock Options under our Equity Incentive Plan<br>- <strong>Benefits:</strong> You can check them below (end of the page)</p><h2>💥 Your Impact</h2><p>You’ll be responsible for <strong>owning and managing a portfolio of health insurance clients in Spain</strong>, ensuring long-term success, regulatory compliance, and a high-quality experience.</p><p>This role is critical to how Coverflex delivers insurance locally. You’ll act as a <strong>trusted advisor</strong> to clients and a <strong>subject-matter expert</strong> internally, shaping both client outcomes and product evolution.</p><p>You’ll know you’re successful when, after 90 days, you’ve…</p><ul><li><p>Taken full ownership of your assigned client portfolio and renewal cycles</p></li><li><p>Built trusted relationships with HR and Finance stakeholders at client companies</p></li><li><p>Become fluent in Coverflex’s health insurance products and insurer partners</p></li><li><p>Successfully supported client onboarding, renewals, and broker migrations</p></li><li><p>Established strong collaboration with Sales, Ops, and Customer Success</p></li></ul><p><strong>How we’ll measure success:</strong></p><ul><li><p>Portfolio retention and renewal success</p></li><li><p>Client satisfaction and issue resolution quality</p></li><li><p>Accuracy and confidence in policy interpretation and recommendations</p></li><li><p>Operational excellence across onboarding, renewals, and migrations</p></li></ul><h2>⚡ Reality Check – What Makes This Role Hard</h2><p>Let’s be real this isn’t a passive admin role.</p><p>You’ll be working in a <strong>highly regulated insurance market</strong>, managing complex products, insurer constraints, and client expectations simultaneously.</p><p>Here’s what you’re signing up for:</p><ul><li><p>Navigating Spanish insurance regulation and compliance requirements</p></li><li><p>Managing detailed policy terms and insurer-specific processes</p></li><li><p>Coordinating across multiple internal teams to resolve client issues</p></li><li><p>Operating in a fast-scaling environment where processes evolve</p></li></ul><h2>👤 You</h2><h3>Must-haves (evidence, not years)</h3><ul><li><p>Proven experience in the insurance industry, ideally<strong> health insurance</strong></p></li><li><p>Fluent <strong>Spanish and English</strong></p></li><li><p><strong>Valid license</strong> to operate as an insurance intermediary in Spain (at least level 2)</p></li><li><p>Strong <strong>client advisory skills</strong> with a customer-first mindset</p></li><li><p>Ability to clearly explain complex insurance concepts</p></li><li><p>Strong analytical and organisational skills</p></li><li><p>Comfortable working in evolving, sometimes ambiguous environments</p></li><li><p>Collaborative, cross-functional working style</p></li></ul><h3>Nice-to-have</h3><ul><li><p>Experience with life insurance or additional employee benefits</p></li><li><p>Negotiation experience with insurance providers</p></li><li><p>Exposure to sales teams or client-facing commercial roles</p></li></ul><h2>🧬 Your DNA</h2><ul><li><p>Detail-oriented and reliable</p></li><li><p>Calm under pressure</p></li><li><p>Clear, structured communicator</p></li><li><p>Ownership-driven and accountable</p></li><li><p>Curious and eager to learn</p></li></ul><p><strong>You’ll probably find this frustrating if…</strong></p><ul><li><p>You dislike regulated environments or compliance requirements</p></li><li><p>You prefer repetitive, low-variation work</p></li><li><p>You avoid direct client interaction</p></li><li><p>You need rigid processes and zero ambiguity</p></li></ul><h2>👥 Manager &amp; Team</h2><p><strong>Hiring Manager:</strong> Antonella Lavanca - Head of Customer Success<br><strong>Location:</strong> Spain<br><strong>LinkedIn Profile:</strong> <a target="_blank" href="https://www.linkedin.com/in/antonella-lavanca/">https://www.linkedin.com/in/antonella-lavanca/</a><br><strong>Profile Snapshot:</strong></p><ul><li><p><strong>Energy:</strong> High-energy, positive and driven. I bring enthusiasm to everything I do and truly believe that energy is contagious. I’m ambitious and results-oriented, but always with a human, empathetic and people-first mindset. I value motivation, ownership and curiosity, and I enjoy working with people who are proactive and eager to grow.</p></li><li><p><strong>Communication:</strong> Open, transparent and very direct, always with respect and empathy. I value honest conversations, clear expectations and constructive dialogue. I encourage questions, ideas and healthy debates, and I believe great communication is the foundation of strong teams and long-term success.</p></li><li><p><strong>Feedback Style:</strong> Continuous and candid. I believe feedback should be frequent, actionable and two-way. I give feedback with the intention of helping people grow, feel confident and perform at their best, and I expect the same openness in return. Wins are celebrated, and challenges are addressed early and collaboratively.</p></li></ul><p><strong>How to work with me - in the Manager's own words:</strong></p><p>I’m a hands-on leader who truly cares about her team. I trust people, give them autonomy and expect ownership in return. I like structured work, clear priorities and a strong sense of accountability, but always within a supportive and safe environment. I’m deeply involved in my team’s development and success, and I enjoy building long-term relationships based on trust, collaboration and shared goals.</p><h3>Your Team</h3><p><strong>You’ll work day-to-day with:</strong></p><ul><li><p>The Success team: Nicole Nogueira</p></li><li><p>The Sales team: Marta Aguilar, Mauro Magni, Marta Saldaña, Juan Carlos, Jorge Leis</p></li><li><p>Others: Andres Quiles (Insurance Director), Hector Carrascal (Insurance) and Julia Abarca (Country Manager)</p></li></ul><p><strong>Key Stakeholders:</strong></p><ul><li><p>Sales</p></li><li><p>Product</p></li><li><p>Operations</p></li><li><p>Support</p></li><li><p>Marketing</p></li></ul><p><strong>Team Rituals:</strong></p><ul><li><p>Weekly CS Meeting</p></li><li><p>Weekly Team Spain Meeting</p></li><li><p>Weekly CS and Product Meeting</p></li><li><p>Be-weekly CS and Ops Team Meeting</p></li><li><p>Ongoing 1:1s focused on activity, follow-up, and improvement</p></li></ul><h2>📬 Application Clarity</h2><ul><li><p>No cover letter required</p></li><li><p>Apply with your CV</p></li><li><p>You may be asked a few short, relevant questions</p></li></ul><p><strong>Total candidate time investment:</strong> ~3 hours end-to-end</p><h2>🧩 Hiring Stages (What to Expect, Why &amp; How Long)</h2><p>1. <strong>Applications Screen</strong> — Signal check vs must-haves</p><p>• Done by People + Hiring Manager.</p><p>• You’ll hear from us within 8 business days.</p><p>2. <strong>Role-Fit Questionnaire (async)</strong></p><p>Purpose: capture signals your CV can’t (languages, tools, scenario judgement) and calibrate seniority.</p><p>Format: a few questions.</p><p><strong>3. Hiring Manager Interview</strong>&nbsp;-&nbsp;<em>Mutual fit &amp; context • 45 min</em></p><p>Structured around outcomes, decisions, and collaboration.</p><p><strong>4. Technical Interview</strong> <em>- Deep dive into your work • 30 min</em></p><p>Focused on specifics of the role and knowledge needed.</p><p><strong>4. People Interview</strong> <em>- Allow us to know you better! • 30 min</em></p><p>With People. Stress-free virtual coffee, focused on getting to know you as a person. We talk about culture, beliefs, and purpose.</p><p><strong>5. GM Interview</strong> <em>- Vision and strategy for the market • 30 min</em></p><p><strong>6. Final Conversation (CEO)</strong> — <em>Values, strategy, and your growth</em> • 30 min</p><p><strong>Optional:</strong> References (2–3 people who’ve seen your recent work) - async.</p><h2>⏱️ Speed &amp; Communication</h2><ul><li><p><strong>Decision:</strong> within <strong>4 weeks</strong> of your application.</p></li><li><p><strong>Updates:</strong> weekly if the process runs longer.</p></li><li><p><strong>Scheduling:</strong> interviews between 10:00–16:00 CET (flexible across Europe).</p></li></ul><h2>🤖 AI &amp; Hiring Tools Transparency</h2><p>We use a few tools to reduce bias and improve documentation, not to make hiring decisions.</p><ul><li><p>Teamtailor anonymisation: profiles are reviewed without relying on names/personal identifiers.</p></li><li><p>Meeting recorder (e.g., Talka.ai): may be used to capture interviews so we can focus on the conversation.</p></li><li><p>ChatGPT: may be used to turn interview notes/transcripts into clear, structured summaries.</p></li></ul><p>Important: every application is reviewed by a human, and no decision or rejection is made by AI. If recording is used, we’ll be transparent and (where required) ask for consent.</p><h2>💜 Access &amp; Belonging (Equal Opportunity)</h2><p>We hire for <strong>impact and potential, not pedigree.</strong></p><p>We welcome applications from people with non-linear careers, career breaks, caregiving gaps, and those changing fields.</p><p>No discrimination on the basis of <strong>age, disability, gender identity/expression, marital or family status, pregnancy, neurodivergence, race/ethnicity, religion/belief, gender, sexual orientation</strong>, or any other protected ground.</p><p><strong>Assessment fairness:</strong></p><p>We anchor on <em>evidence of outcomes</em> (what you shipped, moved, or influenced).</p><p>We actively de-bias by using structured rubrics, multiple assessors, and blind screening most of the time&nbsp;&nbsp;(we won’t know your name, gender, or personal info until the interview stage).</p>