Director of Customer Success

3E Partners•West Des Moines, IA

25d•Onsite

About The Position

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

Requirements

CS/Service leader or Account Mgmt/Client Executive background.
You build systems, hold teams accountable, and execute renewals.
Organized and detail-driven — comfortable with data, reporting, and SOPs.
A confident communicator who can present clearly to leaders, boards, and prospects.

Nice To Haves

Benefits exposure (especially self-funded/level-funded) and comfort learning the technical pieces.
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.

Responsibilities

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.