Director of Customer Success

3e Partners; West Des Moines (IA); On-site; USD 90,000 - 130,000; Full time

Job summary

GetHired, Inc. seeks a Customer Success leader to own the post-sale client experience, run renewals with clarity, and build a scalable operating rhythm. The role focuses on operational excellence and benefits fluency, with the rest teachable.

You will coach the Client Success + Service team, create playbooks and reporting, manage year-round renewal cycles, handle escalations, and partner with Sales to retain and grow accounts after the sale.

Qualifications

• Lead CS/Service or Account Mgmt with renewals experience.
• Ability to build scalable client success systems.
• Comfort with data, reporting and SOPs.
• Strong communication to leaders and boards.

Responsibilities

• Lead and coach the Client Success + Service team (standards, cadence, accountability).
• Build 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, solving problems early.
• Translate renewal outcomes into client-friendly proof of impact.
• Partner with Sales and benefits partners to retain and grow accounts after the sale.

Skills

Systems building

Team accountability

Renewals execution

Benefits exposure

Data reporting

SOPs

Clear communicator

Job description

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.