Customer Success, Lead

Kota is making insurance and retirement benefits as accessible as modern software. We do this across the Kota Platform - the world’s first fully integrated benefits platform and Kota Embed, our embedded insurance and retirement product for platforms. Our mission is to make insurance and benefits more accessible and delightful to this generation of employees.

Today, we power benefits for hundreds of companies and thousands of employees from some of the most exciting and progressive employers in Europe, like Carwow, Tines, Zoe, Remote, and many more.

Kota was started in 2022 and has raised €20m from Europe’s top technology investors, including Eurazeo, EQT Ventures, Northzone, Frontline, and angels, including Job Van Der Voort of Remote, Romain Huet, formerly of Stripe, now Open AI, and David Clarke, formerly of Workday. The companies our investors have previously backed or built include Spotify, Airbnb, Klarna, Truelayer, Snapchat, Workday, Personio, Workvivo, Pointy, Workable, Wayflyer, and more.able, Wayflyer and more.

You will join Kota at an exciting time, where we are growing fast, adding new products and building to be the dominant player in our market. We have a market leading product, with top percentile retention and industry leading NPS. We’re looking for a Customer Success Lead to help us move to the next stage of growth.

• Manage and scale the Customer Success team, building on our existing processes and optimising for our growth

• Create and nurture existing and new relationships with our customer base to create trust, delight and long-term advocacy 

• Get to know our customers and their needs as we expand to new markets and products

• Build an account management structure to quickly grow the account management team so members can understand each customer's unique circumstances and goals

• Onboard new accounts and build-on our existing onboarding process to create a high-paced, automated onboarding process that customers love

• Own retention targets and drive customer advocacy, while working with sales to identify account expansion

• Collaborate with product and engineering to champion customer feedback and improve our product
  

• You have 5+ years in Customer Success or Account Management, 2+ years in a leading and managing a Customer Success team in a SaaS company or startup with a proven track record of nurturing customers – even better if in People or Finance tech

• You thrive in fast-moving environments where priorities can change, adapting quickly and consistently approaching challenges with a proactive, solutions-focused mindset

• You're an effective communicator with both customers and internal teams, with exceptional written and verbal communication skills that allow you to articulate complex ideas clearly and persuasively

• You have built systems and processes, in a Customer Success function, and automation is your friend. You know what scaling problems look like and are familiar with and have built with tools like Zapier, Intercom, Sendgrid, Retool

• A huge plus, would be experience with health, life and pension products in Ireland or the UK You're naturally curious and driven, constantly looking for opportunities to sharpen your skills and expand your knowledge—especially when it comes to what’s new in Customer Success 

• You are genuinely passionate about helping customers and colleagues succeed and thrive, fostering a culture of mutual support and collaboration

• You are excited by HR tech and building the future of work for millions of people

• There is a possibility the person in this role may be required to take exams, such as QFAs, in order to support customers on regulated products 

• Care deeply: Our products are our story, we look at the details, go the extra mile to delight customers

• Integrity: We care deeply about our why and it won’t jeopardise our how

• Fearless: We exist because we decided to say no to the norm – now we do this everyday

• Raise the Bar: We push past good enough—expect more, move faster, and raise the standard

• Ownership: Ask why, do the work, get the data, solve the problem, be an owner

• Health Insurance via Kota (€1,800 toward a plan of your choice)

• Workplace Pension with matched contributions up to 5% via Kota

• WFH stipend to support your home office needs

• Generous Paid Time Off - work hard and take the time you need

• Annual company-wide offsite and dedicated team offsite

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.