Head of Client Success
The Opportunity The Head of the Client Success Team leads all post-issue policy administration, service, and in-force management functions. This role oversees the full lifecycle of policy servicing long-term case maintenance. Ensuring accuracy, compliance, exceptional client experience, and operational scalability within our SERP/executive benefits business. This leader builds and manages a high-performing team, drives process excellence, oversees carrier relationships, and ensures the firm delivers industry-leading responsiveness and policy stewardship to our credit union, healthcare, and nonprofit clients.
What You'll Do
Leadership & Team Management Lead, mentor, and develop the Policy Service team (Policy Service Manager, Client Success support, coordinators). Establish clear performance expectations, goals, KPIs, and workflows to ensure consistency and accountability. Collaborate with the Regional Manager, Case Design, and Case Management teams to ensure seamless handoffs and service continuity. Policy Administration & In-Force Management Oversee all servicing of in-force life-insurance and executive-benefit policies (SERPs, split-dollar, COLI/BOLI, individual life). Ensure timely index allocations, illustration updates, annual reviews, and ongoing policy maintenance. Monitor premium schedules, billing, and transactional accuracy; oversee payment follow-ups and coordination with carriers. Review policy changes, riders, reinstatements, beneficiary updates, and ownership/structure changes with precision and compliance. Operational Excellence & Process Improvement Develop and enhance SOPs, workflows, and documentation to drive scalability, transparency, and risk reduction. Lead root-cause analysis for service defects and implement corrective action. Oversee accurate data entry, CRM system utilization, and recordkeeping standards. Identify automation opportunities, workflow refinements, and cross-team efficiencies. Compliance & Risk Management Ensure servicing practices align with carrier rules, regulatory requirements, and firm compliance standards. Oversee adherence to internal controls, privacy/security requirements, and audit-ready documentation. Partner with Compliance and Legal on policies involving ownership changes and executive-benefit administration. Client & Carrier Relationship Management Serve as senior escalation point for complex policy issues, client concerns, or escalated carrier matters. Maintain strong relationships with carrier home offices (Penn Mutual, Pacific Life, Nationwide, etc.) to resolve issues quickly. Support Client Success by providing guidance, timely updates, and strategic input for key accounts. What You Bring 7–10+ years of experience in life insurance policy service, in-force management, or related operations (SERP/executive benefits strongly preferred). Leadership experience managing service teams or operational staff in a remote or multi-state environment. Deep knowledge of life-insurance products (UL, IUL, VUL, Whole Life) and policy mechanics. Experience with executive benefits (SERPs, split dollar, 162 bonus, COLI/BOLI) is strongly desirable. Strong analytical skills with the ability to interpret illustrations, policy transactions, and in-force reports. Proven ability to build efficient processes, SOPs, and scalable operational systems. Exceptional communication, problem-solving, and relationship-building skills. High attention to detail, accountability, and commitment to service excellence.