Our client partners with credit unions, healthcare systems, educational institutions, and nonprofits to design executive benefit and life-insurance strategies that strengthen leadership retention, improve financial performance, and expand mission impact. We are seeking a Head of Client Success to lead all post-issue policy administration, in-force management, and service operations within our growing SERP and executive benefits business. This is a senior leadership role responsible for building scalable infrastructure, leading a high-performing service team, strengthening carrier partnerships, and ensuring an industry-leading client experience.

Lead, mentor, and grow the Policy Service and Client Success support teams. Establish KPIs, workflows, and service standards that drive accountability and excellence. Ensure seamless collaboration with Regional Managers, Case Design, and Case Management In-Force Policy & Executive Benefits Oversight. Oversee servicing of life insurance and executive benefit arrangements. Ensure timely index allocations, illustration updates, premium tracking, billing accuracy. Build and refine SOPs, documentation standards, and scalable workflows. Identify automation opportunities and cross-team efficiencies. Ensure servicing practices align with carrier requirements and regulatory standards. Maintain audit-ready documentation and internal controls. Serve as senior escalation contact for complex client and carrier issues. Maintain strong relationships with key carrier partners. Support high-level client reviews and stewardship presentations.

7–10+ years of life insurance policy service or in-force management experience. Executive benefits (SERP, split-dollar, COLI/BOLI, 162 bonus) strongly preferred. Proven leadership experience managing service or operations teams. Deep knowledge of life insurance product mechanics (UL, IUL, VUL, Whole Life). Strong analytical ability to interpret illustrations and policy transactions. Experience building SOPs and scalable operational infrastructure. Exceptional communication skills with the ability to translate complex insurance topics clearly.

$140,000 to $175,000, remote