Our client is seeking a dynamic and strategic Head of Client Success to lead our Policyholder Services Department and elevate the experience of the customers we serve. In this critical role, you will champion a client-first mindset, ensuring every policyholder receives exceptional service throughout the entire lifecycle of their coverage. You’ll be responsible for shaping service strategy, driving operational excellence, and empowering teams to deliver consistent, high-quality support that builds trust and long-term relationships.

As a senior leader within our organization, you will partner closely with cross-functional teams to streamline processes, modernize our service model, and anticipate client needs in an evolving life insurance landscape. If you are passionate about transforming customer experience, leading high-performing teams, and making meaningful impact in the lives of policyholders, we invite you to bring your leadership and vision to our team.

The Head of Client Success will lead the Client Success team and is responsible for 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 organization's SERP/executive benefits business. The Head of Client Success is a remote position reporting to the Senior Vice President of Operations.

Leadership and Team Management

• Lead, mentor, and develop the Policy Service team (Policy Service Manager, Client Success support, and Coordinators)
• Establish clear performance expectations, goals, key performance indicators (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 and 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 and precision and compliance

Operational Excellence and Process Improvement

• Develop and enhance standard operating procedures (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 and Risk Management

• Ensure servicing practices align with carrier rules, regulatory requirements, and audit-ready 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 and 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

Strategic Contributions

• Provide insight and reporting on policy trends, lapses, premium patterns, and in-force health
• Participate in key client reviews, renewals, and executive-benefit stewardship presentations as needed

Knowledge, Skills & Abilities

• Exceptional, clear, and proactive written and verbal communication
• Excellent customer service while building productive relationships
• Effective listening skills and problem-solving mindset to uncover needs and offer relevant solutions
• Proven ability to collaborate strategically in a professional manner in a growth-driven and cross-functional operating environment across a spectrum of key stakeholders and various levels of workforce
• High attention to detail, accountability, and commitment to service excellence
• Strong organization with the ability to design and/or optimize SOPs and scalable operational systems in evolving environments
• Ability to translate complex insurance topics into simple language
• Strong analytical skills with the ability to interpret illustrations, policy transactions, and in-force reports
• Sound judgement and decision-making ability with compliance awareness
• Strategic thinker with the ability to execute tactically
• Data accuracy and quality control
• High level of personal integrity, accountability, and the ability to maintain confidentiality
• Ability to travel as needed

Education and Experience

• Bachelor’s degree in business, Insurance and Risk Management, Finance, Mathematics, or equivalent combination of education and experience
• 7-10+ years of experience in life insurance policy service, in-force management, or related operations (SERP/executive benefits strongly preferred)
• 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), strongly preferred
• Leadership experience managing service teams or operational staff in a remote or multi-state environment
• Proficient in Microsoft Office suite or related software

Red Envelope Consulting is an Equal Opportunity Employer. We do not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.