About This Role
This leadership role is responsible for the post-sale client experience, ensuring it is proactive, systemized, and repeatable, and for managing renewals with clarity and strong results. While familiarity with benefits is helpful, the core of the job lies in Customer Success leadership and operational excellence.
Responsibilities
- Lead and coach the Client Success + Service team, setting standards, cadence, and accountability
- Build the systems, including playbooks, workflows, reporting, and a consistent client operating rhythm
- Run the year-round client cycle, from check-ins and renewal planning to renewal execution
- Own escalations and issue prevention, solving problems early and protecting the client experience
- Translate renewal outcomes into client-friendly proof, explaining what changed, why, and the impact
- Partner with Sales and benefits partners to retain and grow accounts after the sale
Requirements
- Background as either a CS/Service leader or an Account Management/Client Executive
- Ability to build systems, hold teams accountable, and execute renewals
- Organized and detail-driven, comfortable with data, reporting, and SOPs
- Confident communicator who can present clearly to leaders, boards, and prospects
Nice to have:
- Benefits exposure, especially with self-funded or level-funded models, and comfort learning technical pieces
- Familiarity with funding models: fully-insured vs level-funded vs self-funded
- Familiarity with core components: TPA, PBM/pharmacy, network or RBP, stop-loss/reinsurance
- Coachability and curiosity, with the ability to learn fast, ask great questions, and drive decisions
- Comfort turning plan activity into simple stories clients understand
Important Details
- 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
About the Company
3E Partners provides full-service employee benefits and insurance solutions.