Head of Client Management

Vouch Insurance•San Francisco, CA

17h•$225,000 - $275,000

About The Position

As Head of Client Management, you will own the performance, quality, and culture of Vouch’s client management organization. You will lead three vertical pod Directors (AI, Fintech/Crypto, and HLS/Consumer) and their teams of Client Managers and Client Coordinators to ensure exceptional client outcomes across Vouch’s growing portfolio of technology, life sciences, and financial services companies. This role reports to the CRO and sits at the intersection of client experience, revenue retention, and people leadership. You will be accountable for client satisfaction, retention rates, account growth, and building a world-class team — and will succeed through strong partnership with Sales, Placement, Product & Engineering, and Finance & Operations.

Requirements

10–15+ years in commercial insurance brokerage, client management, or account management
Proven experience leading client-facing teams of 15+ people, ideally in a pod or vertical structure
Deep familiarity with technology companies, including SaaS, fintech, AI, and venture-backed businesses
Strong background in financial lines and specialty commercial insurance products (D&O, E&O, cyber, EPL)
Experience in a tech-enabled brokerage, MGA, or insurtech environment
Track record of driving client retention, NPS improvement, and account growth
People-first leader who gets energy from coaching, developing, and growing others
Ownership mindset — proactive, accountable, and driven by measurable outcomes
Comfortable operating at both strategic and tactical levels in a fast-growing organization
High degree of independence, exercising sound judgment with minimal oversight
Trusted advisor to founders, executives, and boards
Confident communicator with internal stakeholders across Sales, Placement, Product, and Finance
Ability to balance client advocacy with business discipline

Nice To Haves

Experience scaling client management teams in a high-growth environment (40%+ YoY)
Exposure to AI-enabled brokerage tools and workflows
Experience managing a book of business of $10M+ in brokerage revenue

Responsibilities

Own the end-to-end client experience across all three vertical pods, ensuring consistent, high-quality advisory and service delivery
Set and enforce standards for client engagement, renewal strategy, coverage review cadence, and risk advisory
Serve as the senior escalation point for complex client situations, including sensitive coverage and claims matters
Partner with Placement to ensure client needs are translated into effective market strategy and execution
Collaborate with Product & Engineering to improve client-facing workflows, tools, and the overall digital client experience
Own client retention targets across the book of business, driving renewal rates and reducing churn
Develop and execute account expansion strategy, identifying cross-sell and upsell opportunities within existing client relationships
Partner with Sales on client handoff processes to ensure smooth onboarding and strong first-year retention
Use data and analytics to identify at-risk accounts, track client health metrics, and inform proactive intervention
Manage and develop three pod Directors, building a strong leadership bench
Oversee a team of ~18–22 (and growing) across Client Managers and Client Coordinators
Hire and grow a team of ambitious client managers ranging from entry-level to highly experienced, establishing clear career paths and professional development programs
Foster a culture of growth, accountability, client obsession, and continuous improvement
Establish performance standards, coaching rhythms, and feedback practices across all pods
Partner with Finance & Operations on performance tracking, capacity planning, and resource allocation
Ensure adoption of workflows, tools, and training programs across client management teams
Establish and refine operating rhythms (pipeline reviews, book-of-business reviews, QBRs) to drive accountability and visibility
Develop the pod model for scalability as Vouch adds new verticals and expands existing ones

Benefits

Competitive compensation and equity packages
Health, dental, and vision insurance
Parental leave
Flexible vacation time
Wellness allowance
Technology allowance
Company-sponsored personal and professional development
L&D: Partnerships with Ethena and monthly Lunch & Learns
Wellbeing: access to many wellbeing perks, including Peloton, Fetch, OneMedical, Headspace care+, etc.
Caregiver Support: company seed into the dependent care FSA and company sponsored Care.com membership.
Regular performance reviews: Vouch conducts regular performance discussions with all team members, offering goal setting and check-ins, development discussions, and promotion opportunities.