Vice President, Client Success

CCC Intelligent Solutions•Chicago, IL

About The Position

CCC Intelligent Solutions Inc. (CCC) is a leading cloud platform for the multi-trillion-dollar insurance economy , creating intelligent experiences for insurers, repairers, automakers, part suppliers, and more. At CCC, we’re making life just work by empowering more than 35,000 businesses with industry-leading technology to get drivers back on the road and to health quickly and seamlessly. We’re pushing boundaries with innovative AI solutions that simplify and enhance the claims and repair journey. Through purposeful innovation and the strength of its connections, CCC technologies empower the people and industry relied upon to keep lives moving forward when it matters most. Learn more about CCC at www.cccis.com . The Role We’re looking for a growth-oriented, commercially accountable leader for our Client Success organization—a high-impact 50+ team responsible for driving revenue retention, expansion, and measurable value realization. Reporting to the SVP, Head of Insurance Partnerships, you’ll be a key member of the extended leadership team for the Customer Solutions & Operations organization—which includes all client-facing functions. You will lead the transformation of Client Success into a modern, AI-enabled revenue engine with clearly defined, tiered service models aligned to customer value. You’ll also play a strategic role in influencing product roadmap, innovation priorities, and the client experience across the entire post-sale journey. This is a high-impact leadership opportunity for someone energized by transformation, complexity, and creating clarity from ambiguity.

Requirements

Executive leader with significant experience owning retention and expansion revenue and leading client organizations through transformation, modernization, and scalable growth —preferably in B2B SaaS, insurance tech, or a high-growth innovation environment
Bachelor’s degree in Business , Finance, or a related field ; MBA or advanced degree preferred
Proven capability building and scaling high-performing client-facing teams, including both strategic relationship managers and field/customer support roles
Deep expertise in modern CS operating models including revenue accountability, health scoring, executive engagement frameworks, and scalable digital coverage
Experience leading large, distributed teams and scaling organizations through periods of high growth or transformation
Experience owning revenue targets including GRR and NDR
Experience designing tiered or monetized service models
Experience deploying AI or digital automation to redesign workflows
E xpertise in the insurance industry, particularly in the claims ecosystem—with trusted relationships and an instinct for how to deliver client value
Strategic fluency with the ability to influence product roadmaps, shape market narratives, and win buy-in across executive stakeholders
A purpose-driven leadership style— you coach with heart, lead with integrity, and inspire performance through mission, not micromanagement
Passion for technology, with a knack for translating complex solutions into client value stories that resonate
You see complexity as opportunity and create clarity in moments of transformation
You are both strategist and operator, able to architect growth and execute with discipline
You lead with commercial clarity. Revenue growth, accountability, and measurable outcomes are non-negotiable
You embrace AI and technology as force multipliers and redesign workflows accordingly
You build high-performing, accountable teams that balance customer value with business results
You operate with ownership and urgency. You build what does not yet exist and make it real

Responsibilities

Client Success Strategy & Leadership Own the end-to-end Client Success strategy, including revenue retention, expansion, and value realization
Deliver scalable processes, playbooks, and best practices that drive consistent, proactive, and strategic customer engagement
Redesign Client Success workflows with AI embedded from the start, beginning with CSM preparation and communication processes
Establish and operationalize tiered service models that align engagement levels to customer value and growth potential
Serve as the voice of the client across the enterprise—collaborating closely with Product, Marketing, Implementation, Support, and Sales
Client Engagement & Value Realization Oversee the delivery of exceptional post-sale client experience, ensuring seamless implementation, strong product adoption, and realization of business value
Ensure differentiated service levels aligned to customer value, growth potential, and commercial objectives Ensures customers achieve their desired outcomes using our solutions, maximizing product adoption, ROI, and satisfaction
Develop and track KPIs to proactively measure customer success, including GRR, NDR, expansion pipeline, product adoption, and customer health
Operational Excellence Driving operational efficiency across the organization by streamlining processes, optimizing resources, and promoting a culture of continuous improvement.
Design coverage models that differentiate automated, digital, and dedicated CSM engagement tiers .
Introduce automation and digital touch strategies for long- tail customer segments.
Own forecasting and reporting for client health, product adoption, and renewal indicators — d efine and scale success metrics, team targets, and dashboards to enable data-driven decisions.
Establish and maintain escalation frameworks and protocols to resolve client issues quickly and thoughtfully.
Lead deployment of AI-first workflows to increase CSM capacity and proactive engagement Align forecasting to revenue targets including expansion quotas
Build and Lead a High-Performance Client Success Organization Responsible for cultivating a high-performance culture that empowers teams, drives accountability and fosters continuous growth
Lead, inspire, and develop a large team of Client Success Managers (CSMs), Field Support professionals, and frontline leaders
Hire , coach, and develop a purpose-driven , growth accountable team—ensuring the right mix of client success experience, technical acumen, and value creation
Build a strong leadership bench through hiring, onboarding, and succession planning Build a commercially accountable culture with clear revenue targets and performance expectations
Champion Cross-Functional Alignment Serve as a senior strategic leader within the company— serving as the voice of the client and bringing cross-functional alignment to evolve the client journey and increase lifetime value
Engage directly with key executives in Product, Engineering, Marketing, Customer Success, and the C-suite to build momentum around strategic priorities
Represent the Client Success team in enterprise planning, quarterly business reviews, and board-level reporting as needed
Influence product roadmap to prioritize adoption, data visibility, and AI enablement