Director of Customer Success

ABOUT THE ROLE

This leader owns the post-sale client experience — proactive, systemized, and repeatable — and runs renewals with clarity and results. Benefits fluency matters, but the core job is Customer Success leadership and operational excellence — we can teach the rest.

Website: 3E Partners | Full-Service Employee Benefits & Insurance Solutions Iowa

WHAT YOU'LL DO

• Lead and coach the Client Success + Service team (standards, cadence, accountability).
• Build the systems: playbooks, workflows, reporting, and a consistent client operating rhythm.
• Run the year-round client cycle: check-ins renewal planning renewal execution.
• Own escalations and issue prevention — solve problems early and protect the client experience.
• Translate renewal outcomes into client-friendly proof (what changed, why, and the impact).
• Partner with Sales and benefits partners to retain and grow accounts after the sale.

WHAT WE'RE LOOKING FOR

• Background fit (either): CS/Service leader or Account Mgmt/Client Executive.
• Non-negotiable: you build systems, hold teams accountable, and execute renewals.
• Preferred: benefits exposure (especially self-funded/level-funded) and comfort learning the technical pieces.
• Organized and detail-driven — comfortable with data, reporting, and SOPs.
• A confident communicator who can present clearly to leaders, boards, and prospects.

BENEFITS FUNDAMENTALS (PREFERRED)

• Funding models: fully-insured vs level-funded vs self-funded.
• Core components: TPA, PBM/pharmacy, network or RBP, stop-loss/reinsurance.
• Coachability and curiosity — learn fast, ask great questions, drive decisions.
• Comfort turning plan activity into simple stories clients understand.

SUCCESS MEASURES (FIRST 90 DAYS)

• Client operating rhythm live (cadence, templates, reporting, escalation path).
• Renewal playbook running (timeline, owners, deliverables, QA gates).
• Clear scoreboard in place (retention, renewal outcomes, resolution speed).

PHYSICAL REQUIREMENTS

Prolonged periods sitting at a desk and working on a computer; ability to lift up to 15 pounds; travel primarily local with occasional out-of-area/overnight travel.