Client Servicing Team Lead

Responsibilities

• Set direction and priorities, allocate work, and ensure delivery quality - while setting the bar for coaching that develops Service Delivery Managers and Analysts into high performers.
• Foster a culture of accountability, ownership, and continuous improvement.
• Contribute to hiring, team structure, and succession planning.
• Build and own relationships with client C-suite and senior decision-makers.
• Lead SteerCos and executive relationship reviews; serve as the senior escalation point for complex inquiries spanning investment accounting, product, investment operations, and platform workflows.
• Engage clients on industry trends shaping both businesses, identifying where business models intersect and channeling that insight into Clearwater's evolving product direction.
• Identify and drive expansion and growth opportunities within existing client relationships in partnership with Sales.
• Proactively track and manage KPIs - client satisfaction (NPS, CSAT), service delivery (SLA), commercial health (retention, gross margin, churn), and team performance - to front-run risks and identify emerging themes.
• Reexamine existing workflows and legacy processes, partnering directly with clients to modernize and drive scalable best practices.
• Anticipate cross-functional and client needs, proactively convening across the business (Sales, Ops, Recon, Product) to drive resolution.
• Champion the adoption of AI-enabled tooling across the client servicing model, partnering with Product and Development to shape tooling, processes, and the broader client offering.

Requirements

• Demonstrated ability to drive change and act as an owner.
• Strong communicator with confidence engaging executive-level stakeholders (C-suite); and develop trusted relationships with the broader business.
• Proactively manages risk and opportunity through KPI ownership.
• Comfortable directing AI and reporting tools to synthesize data and drive decision-making, with a genuine interest in using technology to evolve the client experience.
• Strong organizational, interpersonal, and problem-solving skills; Excellent attention to detail and documentation skills.

Qualifications

• Bachelor's degree in Finance, Accounting, Economics, Business, Mathematics, or equivalent experience.
• 7+ years in accounting or finance, ideally within investment operations, insurance, institutional servicing, or FinTech.
• 2+ years in a people management role with a demonstrated track record of developing high-performing teams.
• Experience engaging directly with senior/executive-level client stakeholders.
• Knowledge of investment accounting or investment operations concepts strongly preferred.