The client is an American company who offers digital billing services and payment solutions to the insurance industry. 

Duties and Responsibilities

Client Success Leadership Responsibilities

• Lead, mentor, and develop a team of Client Experience Managers, gradually evolving the function into a forward-thinking Client Success organization.
• Establish clear expectations, workflows, standards, KPIs, and development plans for the Client Success team.
• Coach team members on consultative relationship management, executive communication, operational awareness, problem-solving, and strategic client engagement.
• Foster a culture focused on accountability, responsiveness, client advocacy, continuous improvement, and long-term partnership development.
• Identify skill gaps within the team and implement training, mentoring, and development initiatives to strengthen business, operational, and product acumen.

Client Relationship and Growth Responsibilities

• Build and maintain strong executive-level relationships with all clients.
• Serve as an escalation point for complex client concerns, operational challenges, implementation issues, and relationship management matters.
• Guide the team in shifting from reactive support toward proactive client success strategies focused on retention, optimization, growth, and value realization.
• Partner with clients to identify opportunities for operational improvement, workflow optimization, product adoption, and expanded utilization of company services.
• Participate in strategic business reviews and executive-level client meetings focused on performance, growth opportunities, operational alignment, and long-term partnership success.
• Help strengthen client retention through strong operational execution, strategic alignment, and relationship management.

Client Transition and Implementation Responsibilities

• Oversee the successful transition of new clients from Sales to Operations, ensuring clear communication, accountability, and alignment across departments.
• Lead and coordinate implementations for new clients, products, services, workflows, and operational programs.
• Ensure implementation timelines, deliverables, dependencies, and client expectations are clearly defined and effectively managed.
• Identify and resolve operational gaps, communication breakdowns, workflow challenges, or process inefficiencies during onboarding and implementation phases.
• Partner closely with Sales, Operations, Product, Accounting, Compliance, Technology, and Executive teams to ensure successful implementation outcomes.
• Ensure clients receive a high-quality onboarding and transition experience that establishes long-term confidence and trust in the organization.

Cross-Functional Collaboration Responsibilities

• Act as a liaison between clients and internal departments to ensure client needs, expectations, concerns, and opportunities are clearly communicated and addressed.
• Collaborate with Product, Operations, Technology, and Sales teams to improve service delivery, operational efficiency, and overall client experience.
• Assist in prioritizing operational improvements and identifying scalable solutions that improve both client satisfaction and internal efficiency.
• Support organizational initiatives involving process improvements, client communication strategies, automation, reporting, and operational scalability.

Operational and Strategic Responsibilities

• Develop and monitor KPIs related to client satisfaction, onboarding effectiveness, implementation success, retention, responsiveness, and operational execution.
• Analyze client trends, operational data, feedback, and recurring challenges to identify opportunities for improvement.
• Prepare executive-level summaries, reports, recommendations, and presentations related to client success initiatives and organizational performance.
• Contribute to the long-term strategy and evolution of the Client Success function.
• Stay informed about industry trends, client expectations, insurance operations, premium finance, billing, payments, and customer success best practices.

Performance (Weight: 80%)

The performance of the Director of Client Success will be evaluated based on their effectiveness in meeting the following KPIs on an ongoing basis: 

• Client Success Leadership
• Maintain strong engagement, accountability, and development within the Client Success team.
• Develop and implement role-evolution plans to transition Client Experience Managers toward Client Success capabilities and responsibilities.
• Client Relationship Management
• Maintain high client satisfaction and retention levels across assigned portfolios.
• Conduct periodic business reviews with key clients and executive stakeholders.
• Client Transition and Implementation
• Ensure successful and timely onboarding and implementation of new clients and programs.
• Maintain high operational readiness and implementation quality during client transitions.
• Cross-Functional Collaboration
• Improve operational coordination and communication between Sales, Operations, Product, and Client Success teams.
• Reduce implementation and transition-related escalations or unresolved issues.
• Continuous Improvement
• Identify and implement measurable improvements in client experience, onboarding processes, operational workflows, or communication practices.
• General
• Demonstrate the organization's core values—Integrity, Respect, Flexibility, Self-Evaluation, Knowledge, and Compassion—in all interactions. These values form the foundation of our company culture and guide our interactions with clients, colleagues and other business partners. Every employee is assessed not only on their performance in the outlined responsibilities but also on their alignment with and embodiment of these core values in their daily work.

Qualifications

To be successful in this position, the individual must be able to perform each essential function. The requirements listed below are representative of the knowledge, skills and/or ability desired for this position.

Education and Experience/Knowledge Requirements

• 4-year college degree 
• 7 – 10 years of experience in Client Success, Client Experience, Account Management, Operations, Implementation Management, or related leadership roles.
• Minimum 3 – 5 years of leadership experience managing client-facing teams.
• Experience leading cross-functional initiatives and operational implementations.
• Experience managing executive-level client relationships and escalations.
• Strong understanding of operational workflows, implementation management, and service delivery.
• Experience in SaaS, Insurance Technology, Premium Finance, Billing, Payments, Financial Services, or related industries preferred.
• Experience with process improvement, operational scalability, or organizational transformation preferred.
• Experience with reporting, analytics, and KPI management preferred.
• Strong technical aptitude and ability to quickly learn operational and software systems.
• Proficiency in Microsoft Outlook, Word, Excel, PowerPoint, and virtual meeting platforms.
• Experience with CRM, client management, ticketing, or workflow systems preferred.
• Experience with Input 1 products and services preferred.

Competencies (Weight: 20%)

Leadership & Team Development

• Leadership Presence
• Coaching and Mentorship
• Accountability and Performance Management
• Change Management
• Team Development and Talent Growth

Client Relationship Management

• Executive Relationship Management
• Client Advocacy
• Strategic Client Engagement
• Client Retention Focus
• Trust Building and Credibility

Communication Skills

• Executive Communication
• Cross-Functional Collaboration
• Conflict Resolution
• Presentation and Facilitation Skills
• Active Listening

Strategic Thinking & Business Acumen

• Business Acumen
• Operational Awareness
• Strategic Problem-Solving
• Systems Thinking
• Organizational Alignment

Implementation & Operational Excellence

• Project and Implementation Management
• Organizational Skills and Attention to Detail
• Process Improvement
• Operational Coordination
• Execution Discipline

Technical & Analytical Skills

• Analytical Thinking
• KPI and Reporting Analysis
• Technical Aptitude
• Data-Driven Decision Making
• Process and Workflow Understanding

We're offering:

• Ability to work remotely 
• Dependable salary
• Up to 10 working days of paid vacation per year
• Up to 5 working days of absences for illness per year
• US public holidays

*The specified number of vacation and sick days is based on a full year of employment (12 months)

If you fit this position, we'd love to see your CV

Employment Type: Full-Time

Waiting for your CV!