Insurance Customer Success Executive

1% Club; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

1% Club, Mumbai-based fintech with an education-driven approach, is seeking a mid-level Customer Success Executive specialized in insurance. You will own end-to-end client relationships—from onboarding to renewal—ensuring customers receive maximum value from policies while driving retention and satisfaction.

You will guide customers through onboarding, policy documentation, and claims, coordinate with underwriting and ops, and track key CS metrics to reduce churn.

Qualifications

• 3–5 years of experience in customer success, client servicing, or account management within insurance or financial services.
• Solid understanding of insurance products (life, health) and basic claims.
• Strong communication and relationship-management skills; comfortable handling escalations.
• Data-driven mindset — familiar with CRM tools and basic reporting/Excel.
• Problem-solving with cross-functional collaboration across claims, underwriting, and product teams.
• Prior experience in a target-driven CS/Retention role is preferred.

Responsibilities

• Manage a portfolio of insurance clients as the primary contact for queries, claims support, and renewals.
• Guide customers through onboarding, policy documentation, and claims processes.
• Proactively identify at-risk accounts and design retention strategies to reduce churn.
• Coordinate with underwriting, claims, and operations to resolve customer issues quickly.
• Track and report on CS metrics such as retention, NPS/CSAT, renewal rate, and resolution time.
• Identify upsell/cross-sell opportunities in coordination with sales.
• Educate customers on policy terms, exclusions, and claim procedures.
• Maintain accurate CRM records and timely follow-ups on tickets.
• Gather feedback and work with product/ops to improve service delivery.
• Ensure compliance with IRDAI guidelines in all interactions.

Skills

Customer success

Insurance knowledge

Communication

CRM reporting

Cross-functional

Problem-solving

Tools

Salesforce

HubSpot

Zoho

Excel

Job description

About Us:

1% Club is an education-led fintech platform that helps people make smarter decisions with their money.
Founded by Sharan Hegde and Raghav Gupta, 1% Club was built on a core belief: financial literacy is the first step to financial independence. That belief built India's most trusted personal finance education brand, and has since evolved into a fintech platform with an app that helps users invest, plan,and manage their money in one place, powered by AI.
Company Snapshot

Headquarters: Mumbai, India
Team Size: 200+
Backed byGruhas(Nikhil Kamath)

What We Do

Financial Education
7L+ learners across personal finance, taxation, insurance, credit cards, and investing through live masterclasses and a subscription-based membership.

Fintech Services
The 1% Club app is built to replace the traditional bank RM with something smarter, faster, and always available. It combines an AI finance copilot with a curated set of financial products, including mutual fund baskets, fixed deposits, and stock baskets, with plans to solve for credit cards, taxation, insurance, and loans over time. For users who want deeper guidance, the app offers Personal CFO, a premium SEBI-registered advisory service for end-to-end financial planning. Insurance advisory is handled through Pillow, an independent vertical focused on transparent, long-term protection.

Compliance & Governance

1% Club operates under:

SEBI-registered Investment Advisor (RIA) license
SEBI-registered Research Analyst (RA) license

Trust is the foundation. Compliance is how we protect it.

The Road Ahead

Build the simplest, smartest way for Indians to manage their money, end to end, in one app. The modern replacement for your bank RM.

Come build it with us.

About the Role:

We are looking for a mid-level Customer Success Executive with a background in insurance to own client relationships
end-to-end — from onboarding through renewal — ensuring customers get maximum value from their policies while
driving retention and satisfaction.

Key Responsibilities

• Manage a portfolio of insurance clients, acting as their primary point of contact for policy queries, claims support,
  and renewals
• Guide customers through onboarding, policy documentation, and claims processes, ensuring a smooth and
  transparent experience
• Proactively identify at-risk accounts and design retention strategies to reduce churn
• Coordinate with underwriting, claims, and operations teams to resolve customer issues quickly
• Track and report on key CS metrics — retention rate, NPS/CSAT, renewal rate, resolution time
• Identify upsell/cross-sell opportunities (additional coverage, riders, top-ups) in coordination with sales
• Educate customers on policy terms, exclusions, and claim procedures to minimize disputes
• Maintain accurate records in CRM and ensure timely follow-ups on open tickets
• Gather customer feedback and work with product/ops teams to improve service delivery
• Ensure compliance with IRDAI (or relevant regulatory body) guidelines in all customer interactions

Requirements

• 3–5 years of experience in customer success, client servicing, or account management within insurance,
  Insurtech, or financial services
• Solid understanding of insurance products (life, health) and the Basics of claims
• Strong communication and relationship-management skills; comfortable handling escalations
• Data-driven mindset — familiar with CRM tools (Salesforce, HubSpot, Zoho, etc.) and basic reporting/Excel
• Problem-solving orientation with the ability to work cross‑functionally with claims, underwriting, and product
  teams
• Prior experience in a target-driven CS/Retention role preferred

Good to Have

• Insurance certification (e.g., IC 33 / IC 38 or equivalent)
• Experience with Insurtech platforms or digital‑first insurance products
• Exposure to renewal/retention playbooks and NPS-driven programs