Director, Customer Success

Overview

As a global market leader, iPipeline combines technology, innovation, and expertise to deliver ground-breaking, award-winning software solutions that transform the life insurance, financial services, and protection industries. With one of the industry’s largest data sets, we help advisors/advisers and agents to transform paper and manual operations into a secure, seamless digital experience – from proposal to commission– so they can help better secure the financial futures of their clients.

At iPipeline, you’ll play a major role in helping us to provide best-in-class, transformative solutions. We’re passionate, creative, and innovative, and together as a team, we continually strive to advance, accelerate, and expand the reach of our technology. We value different perspectives and are committed to creating an environment that embraces diverse backgrounds and fosters inclusion.

We’re proud that we’ve been recognized as a repeat winner of various industry awards, demonstrating our excellence and highlighting us as a top workplace in both the US and the UK. We believe that the culture we’ve built for our nearly 900 employees around the world is exceptional – and we’ve created a place where our employees love to come to work, every single day.

Come join our team!

This is a hybrid position.

The Director, Customer Success, is a strategic operator and player-coach role in which you will lead, scale and mentor a team of Customer Success Managers (CSMs) responsible for driving adoption, value realization and long-term retention, as well as expansion across a complex portfolio of strategic customers. You will own one market segment (i.e. Carrier, Brokerage General Agent (BGA), or Wealth Management) and partner cross-functionally with Product, Sales, Support, Services, and Operations to improve the end-to‑end customer experience.

This role has significant leadership visibility and is responsible for managing down and up with a strong focus on measurements and reporting. This role requires moderate travel up to 25% of the time, based on project needs and customer location; could include domestic or international destinations.

Strategic Leadership & Vision:

• Help functional leadership define and execute the long‑range Customer Success strategy aligned with company objectives and revenue plans.
• Establish the operating model, team structure, and resource plan for multi‑regional Customer Success teams.
• Drive the development and global implementation of standardized playbooks, customer journey frameworks, and value methodologies.
• Drive expectation‑setting, measurement and reporting across the customer portfolio and the team.

Customer Outcomes & Business Impact:

• Own customer retention, renewal performance, and expansion influence across the portfolio.
• Drive adoption and utilization of all relevant products. Ensure delivery of measurable customer value and successful business outcomes.
• Oversee executive‑level customer engagement strategies, including strategic business reviews, Executive Briefings and escalation management.
• Personally manage a select portfolio of the organization’s most strategic and complex customer relationships, serving as a hands‑on model for the team in executive engagement, value delivery, and relationship excellence.
• Drive and operationalize Voice of Customer (VoC) through consistent communication models.

Team Leadership & Talent Management:

• Lead, develop, and coach managers and senior Customer Success professionals; build succession plans and leadership bench strength.
• Create a high‑performance culture centered on accountability, innovation, customer‑centricity, and continuous improvement.
• Forecast staffing needs and partner with Talent/HR on hiring and workforce planning.

Operational Excellence:

• Partner with Operations to establish KPIs, dashboards, forecasting models, and capacity planning tools to ensure predictable performance.
• Promote systematic processes for risk identification, mitigation planning, and proactive customer engagement.
• Drive operational rigor across customer onboarding, adoption, technical enablement, and ongoing lifecycle management.

Cross Functional

Collaboration:

• P…