Director, Customer Success

iPipeline•Radnor Township, PA

14h•Onsite

About The Position

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 word 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 an office-based position.

Requirements

Has solid familiarity with enterprise software development and delivery processes OR Demonstrates a strong understanding of the life insurance, annuity, or financial services industry and how customers operate within it. Ability to use this technical or industry expertise to guide customer discussions, anticipate implementation considerations, and ensure product alignment with customer business models.
CRM proficiency (e.g., Salesforce) including reporting, workflows, dashboards
Proficiency in building KPI frameworks (NRR, GRR, adoption, churn risk)
Ability to understand the company’s product architecture, APIs, integrations, and core functionality
Proven success leading organizations in a complex, global, or enterprise-scale environment.
Ability to work cross functionally with Product, Marketing, Services, and Support to advance customer value realization.
Demonstrated ability to drive retention, adoption, and expansion outcomes.
Strong executive communication and customer engagement skills.
Experience building scalable CS processes, operating models, and success frameworks.
Background in SaaS, enterprise technology, or a similarly complex product environment.
Expertise with Customer Success Platforms (e.g., Gainsight, Totango, Salesforce Success Cloud)
Experience with value realization frameworks, customer health modeling, lifecycle automation, and CS tooling.

Responsibilities

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.
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.
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.
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.
Partner with Product to advocate for customer requirements, influence roadmap prioritization, eliminate barriers to adoption, and support beta/early-access programs.
Collaborate with Sales leadership to align on account plans and renewal/expansion strategies.
Engage with Support and Services to resolve systemic issues and improve the end-to-end customer experience and remove barriers to value realization.
Present customer insights, portfolio health, and forecasted outcomes to senior executives and cross-functional steering committees.
Establish governance mechanisms that ensure prioritization, transparency, and alignment across functional teams.
Provide regular visibility into portfolio performance, goal attainment, team health, and strategic risk.
Prepare and deliver briefings and status updates to executive leadership to ensure alignment on priorities, resource needs, and key customer outcomes.