Customer Success Associate, Renewals

About Us

Coalition is the world's first Active Insurance provider designed to help prevent digital risk before it strikes. Founded in 2017, Coalition combines broad insurance coverage with a digital risk assessment and continuous security monitoring to help organizations protect themselves in today’s hyper-connected world.

Coalition offers its Active Insurance products in the U.S., U.K., and Canada through relationships with leading global insurers including Allianz, Arch Insurance, Lloyd’s of London, Swiss Re and Zurich, as well as cyber capacity through its own carrier, Coalition Insurance Company. Coalition's Active Risk Platform provides automated security alerts, threat intelligence, expert guidance, and cybersecurity tools to help businesses worldwide remain resilient against cyber attacks.

Coalition comprises a team of cybersecurity and technology experts, as well as experienced insurance professionals, who have come together to build a world-class organization with a massive technological advantage. Our secret sauce is bringing these expertise together to create a world-class organization with one mission: to protect the unprotected as the world digitizes. Today, Coalition is one of the world’s largest commercial insurtechs serving hundreds of thousands of customers worldwide.

Since its founding, Coalition has raised $755 million in equity funding, including $250 million in June 2022, affirming its ability to deliver profitable growth and cementing its position as a long-term business with a clear competitive advantage.

Coalition’s exceptional growth stems from its ability to address real-world problems for organizations of all sizes, and by remaining true to our founding values of character, humility, responsibility, purpose, authenticity and inclusion. We are proud to have been named among Inc.’s Best Workplaces in 2021 and 2023, and one of Fast Company’s Most Innovative Companies in 2022.

About The Role

We are looking for motivated candidates who thrive in a high growth environment to join our customer success team focused on Renewals. Candidates in this role will be accountable for providing the highest level of customer support and service to our existing customers (which include both insurance brokers quoting on our platform, as well as to our policyholders). We believe 100% that if our customers win, we win. Ideal candidates for the role will have demonstrated experience effectively finding a solution to customer needs in an intricate, rapidly growing business – from basic company and product education, to administrative and transaction assistance. Pair that with an incredibly positive attitude and a drive to help others, then you’re someone we’d love to speak to!

This is a remote position that can be based anywhere in the USA.

Responsibilities

• Ensuring current customers receive the assistance they need from Coalition’s sales, security, insurance, and claims teams
• Working with the rest of the Coalition team to implement organizational and product changes that mitigate customer pain points
• Effectively maintaining queues and work dashboards to answer customers on a timely basis
• Educating customers on Coalition’s product, as well as how to use both our online quoting platform (for brokers) and cybersecurity platform (for insureds)
• Answering to inbound questions and requests from prospective and current customers over online live chat, e-mail, and (much less frequently) by phone
• Performing administrative insurance functions to keep our growth engine humming
• Partnering with Territory Renewal Leads to ensure appropriate prioritization and focus is given to upcoming renewals

Skills And Qualifications

• Excellent interactive and communication capabilities, both written and verbal, especially in customer-facing roles
• Incredibly positive attitude - attitude overcomes all!
• Prior experience in a customer support/customer service role or a strong desire to learn
• Resourceful, enthusiastic, and desire to operate in a start-up environment – if you’re looking for an opportunity to learn and expand your skill set, this is the place!

Perks

• Competitive compensation and opportunity for advancement
• Mental & physical health wellness programs (One Medical, Headspace, Gympass, and more)!
• Flexible PTO policy
• Coalition’s individual pay is determined on several factors, including but not limited to, location, level, skills and experience. The US base salary range for this full-time position is $40,000 - $55,000, and your recruiter can share more on target salary for your location during the interview process.
• Annual home office stipend and WeWork access
• 100% medical, dental and vision coverage

Why Coalition?

We’re a highly fulfilling, mission-driven team who is committed to building a more diverse and inclusive culture. We want to work with people of all different backgrounds and paths in life, and we trust our team members to take responsibility, share ownership and put in the work, no matter how small the task. We are always looking for collaborative, inquisitive and dedicated individuals to join #OurCoalition and help us on our mission to solve digital risk.

Recent press releases:

To learn more, check out our featured press releases:

• Coalition Named to Fast Company’s Annual List of of the World’s Most Innovative Companies for 2022
• Coalition launches tech-powered executive risks products with personalized risk assessment for all US small-businesses
• Coalition Closes $250 Million in Series F Funding, Valuing the Cyber Insurance Provider at $5 Billion
• Coalition Launches Active Insurance, Reaches $650M Run Rate GWP

Coalition's very foundation is built on respecting and encouraging diversity and inclusion across the organization. Coalition is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

For CA residents, please view important privacy information here. For EU residents, you can view GDPR information here. For any questions regarding CCPA or GDPR, please contact us at [email protected].