[Hiring] Head of Client Success @Acumen Financial Advantage

Role Description

The Head of the Client Success Team leads all post-issue policy administration, service, and in-force management functions. This role oversees the full lifecycle of policy servicing long-term case maintenance, ensuring accuracy, compliance, exceptional client experience, and operational scalability within our SERP/executive benefits business. This leader builds and manages a high-performing team, drives process excellence, oversees carrier relationships, and ensures the firm delivers industry-leading responsiveness and policy stewardship to our credit union, healthcare, and nonprofit clients.

What You'll Do

• Leadership & Team Management
  • Lead, mentor, and develop the Policy Service team (Policy Service Manager, Client Success support, coordinators).
  • Establish clear performance expectations, goals, KPIs, and workflows to ensure consistency and accountability.
  • Collaborate with the Regional Manager, Case Design, and Case Management teams to ensure seamless handoffs and service continuity.
• Policy Administration & In-Force Management
  • Oversee all servicing of in-force life-insurance and executive-benefit policies (SERPs, split-dollar, COLI/BOLI, individual life).
  • Ensure timely index allocations, illustration updates, annual reviews, and ongoing policy maintenance.
  • Monitor premium schedules, billing, and transactional accuracy; oversee payment follow-ups and coordination with carriers.
  • Review policy changes, riders, reinstatements, beneficiary updates, and ownership/structure changes with precision and compliance.
• Operational Excellence & Process Improvement
  • Develop and enhance SOPs, workflows, and documentation to drive scalability, transparency, and risk reduction.
  • Lead root-cause analysis for service defects and implement corrective action.
  • Oversee accurate data entry, CRM system utilization, and recordkeeping standards.
  • Identify automation opportunities, workflow refinements, and cross-team efficiencies.
• Compliance & Risk Management
  • Ensure servicing practices align with carrier rules, regulatory requirements, and firm compliance standards.
  • Oversee adherence to internal controls, privacy/security requirements, and audit-ready documentation.
  • Partner with Compliance and Legal on policies involving ownership changes and executive-benefit administration.
• Client & Carrier Relationship Management
  • Serve as senior escalation point for complex policy issues, client concerns, or escalated carrier matters.
  • Maintain strong relationships with carrier home offices (Penn Mutual, Pacific Life, Nationwide, etc.) to resolve issues quickly.
  • Support Client Success by providing guidance, timely updates, and strategic input for key accounts.

Qualifications

• 7–10+ years of experience in life insurance policy service, in-force management, or related operations (SERP/executive benefits strongly preferred).
• Leadership experience managing service teams or operational staff in a remote or multi-state environment.
• Deep knowledge of life-insurance products (UL, IUL, VUL, Whole Life) and policy mechanics.
• Experience with executive benefits (SERPs, split dollar, 162 bonus, COLI/BOLI) is strongly desirable.
• Strong analytical skills with the ability to interpret illustrations, policy transactions, and in-force reports.
• Proven ability to build efficient processes, SOPs, and scalable operational systems.
• Exceptional communication, problem-solving, and relationship-building skills.
• High attention to detail, accountability, and commitment to service excellence.