Director of Client Service

About the Role

This senior leadership position is dedicated to cultivating and maintaining client relationships from the initial contract signing through the entire service lifecycle. You will serve as the clients' chief advocate within our organization, ensuring their retention, satisfaction, and growth. As part of the executive team, you will collaborate with various departments such as Operations, Risk, Product, and Engineering to shape company strategy and establish yourself as a trusted advisor.

Responsibilities

• Develop and oversee client service operations, manage key performance metrics related to retention, satisfaction, and revenue.
• Act as a senior escalation point and engage in strategic planning.
• Serve as the primary relationship manager, lead a team of Client Relationship Managers, and personally manage major accounts.
• Maintain zero-churn standards and encourage organic growth by identifying new opportunities and turning satisfied clients into brand advocates.
• Guide and expand the Client Relationship Managers team, ensuring efficient operations and building capacity to meet growth objectives.
• Ensure seamless transitions from signed agreements to fully compliant implementations.
• Collaborate with product and engineering teams to automate relationship management and client reporting, enhancing service quality as the client base grows.
• Transform customized client services into repeatable processes for scalable, high-quality delivery.
• Maintain high standards for client deliverables and communications, identifying and addressing any deficiencies.
• Enhance client service capabilities as the company enters new markets.

Qualifications

• Extensive leadership experience in client management within insurance or financial services, focusing on retention and growth.
• Experience in developing or scaling client service functions, including team design and automation.
• Proven success in client retention, expansion, and securing client endorsements.
• Ability to seamlessly transition between strategic and tactical problem-solving.
• Experience in building high-trust teams and managing executive and regulatory relationships.
• Motivation to challenge industry norms and drive transformation.

Requirements

• A minimum of 10 years in client service, account management, or relationship leadership, particularly in regulated, advisory sectors.
• Experience in recruiting, leading, and developing client-facing teams.
• In-depth industry expertise with a passion for innovation and improving traditional practices.
• Capacity to thrive in a high-growth, early-stage company environment with changing priorities.
• Proven ability to manage client retention and organic growth while maintaining executive-level relationships.