Vice President, Client Success

Client Success Strategy & Leadership 

• Own the end-to-end Client Success strategy, including revenue retention, expansion, and value realization 

• Deliver scalable processes, playbooks, and best practices that drive consistent, proactive, and strategic customer engagement 

• Redesign Client Success workflows with AI embedded from the start, beginning with CSM preparation and communication processes 

• Establish and operationalize tiered service models that align engagement levels to customer value and growth potential 

• Serve as the voice of the client across the enterprise—collaborating closely with Product, Marketing, Implementation, Support, and Sales 

Client Engagement & Value Realization 

• Oversee the delivery of exceptional post-sale client experience, ensuring seamless implementation, strong product adoption, and realization of business value 

• Ensure differentiated service levels aligned to customer value, growth potential, and commercial objectives Ensures customers achieve their desired outcomes using our solutions, maximizing product adoption, ROI, and satisfaction 

• Develop and track KPIs to proactively measure customer success, including GRR, NDR, expansion pipeline, product adoption, and customer health 

Operational Excellence 

• Driving operational efficiency across the organization by streamlining processes, optimizing resources, and promoting a culture of continuous improvement. 

• Design coverage models that differentiate automated, digital, and dedicated CSM engagement tiers. Introduce automation and digital touch strategies for long-tail customer segments. 

• Own forecasting and reporting for client health, product adoption, and renewal indicators—define and scale success metrics, team targets, and dashboards to enable data-driven decisions. 

• Establish and maintain escalation frameworks and protocols to resolve client issues quickly and thoughtfully. 

• Lead deployment of AI-first workflows to increase CSM capacity and proactive engagement 

• Align forecasting to revenue targets including expansion quotas 

Build and Lead a High-Performance Client Success Organization 

• Responsible for cultivating a high-performance culture that empowers teams, drives accountability and fosters continuous growth 

• Lead, inspire, and develop a large team of Client Success Managers (CSMs), Field Support professionals, and frontline leaders 

• Hire, coach, and develop a purpose-driven, growth accountable team—ensuring the right mix of client success experience, technical acumen, and value creation 

• Build a strong leadership bench through hiring, onboarding, and succession planning 

•  Build a commercially accountable culture with clear revenue targets and performance expectations 

Champion Cross-Functional Alignment 

• Serve as a senior strategic leader within the company—serving as the voice of the client and bringing cross-functional alignment to evolve the client journey and increase lifetime value 

• Engage directly with key executives in Product, Engineering, Marketing, Customer Success, and the C-suite to build momentum around strategic priorities 

• Represent the Client Success team in enterprise planning, quarterly business reviews, and board-level reporting as needed 

•  Influence product roadmap to prioritize adoption, data visibility, and AI enablement 

• Executive leader with significant experience owning retention and expansion revenue and leading client organizations through transformation, modernization, and scalable growth—preferably in B2B SaaS, insurance tech, or a high-growth innovation environment 

• Bachelor’s degree in Business, Finance, or a related field required; MBA or advanced degree preferred 

• Proven capability building and scaling high-performing client-facing teams, including both strategic relationship managers and field/customer support roles 

• Deep expertise in modern CS operating models including revenue accountability, health scoring, executive engagement frameworks, and scalable digital coverage Experience leading large, distributed teams and scaling organizations through periods of high growth or transformation 

• Experience owning revenue targets including GRR and NDR 

• Experience designing tiered or monetized service models 

• Experience deploying AI or digital automation to redesign workflows 

• Expertise in the insurance industry, particularly in the claims ecosystem—with trusted relationships and an instinct for how to deliver client value 

• Strategic fluency with the ability to influence product roadmaps, shape market narratives, and win buy-in across executive stakeholders 

• A purpose-driven leadership style—you coach with heart, lead with integrity, and inspire performance through mission, not micromanagement 

• Passion for technology, with a knack for translating complex solutions into client value stories that resonate. 

Leadership Attributes  

• You see complexity as opportunity and create clarity in moments of transformation 

• You are both strategist and operator, able to architect growth and execute with discipline 

• You lead with commercial clarity. Revenue growth, accountability, and measurable outcomes are non-negotiable 

• You embrace AI and technology as force multipliers and redesign workflows accordingly 

• You build high-performing, accountable teams that balance customer value with business results 

• You operate with ownership and urgency. You build what does not yet exist and make it real