About this role

Define and implement the overall customer success vision and strategy to ensure alignment with company goals and revenue targets.
Primary executive level relationship holder and executive escalation point for insurance carrier and attorney clients.
Lead, manage, and scale a high-performing Customer Success team, fostering a customer-centric culture and coaching team members to deliver exceptional results.
Develop and execute proactive strategies to reduce churn, increase customer satisfaction, and identify upsell and cross-sell opportunities.
Establish and monitor customer health metrics (e.g., NPS, CSAT) to identify at-risk customers and implement strategies to mitigate churn while maximizing renewals.
Work closely with sales, product, and marketing teams to align customer success strategies with overall business objectives.

15+ years in client success, account management, or related leadership roles, preferably in support of insurance carriers or attorneys
Bachelor’s Degree in Business Administration or related (MBA is a plus)
Proven track record of driving client retention, growth, and satisfaction at scale
Strong Analytical mindset, with experience using CRMs and/or client success platforms
Proven ability to work across organizations to ensure client goals are met.

Vice President, Client Success – Legal & Insurance

Key skills