Director of Client Success / Director of Client Partnership & Success / Director of Client Retention & Expansion

About the Position

Director of Client Success / Director of Client Partnership & Success / Director of Client Retention & Expansion

Murano Software is seeking a Director of Client Success to lead our Client Success function, ensuring a seamless, strategic, and growth-oriented experience throughout the client lifecycle. This role is part of our outsourcing project for an American company offering digital billing services and payment solutions to the insurance industry since the 1950s.

Responsibilities

Client Success Leadership Responsibilities

• Lead, mentor, and develop a team of Client Experience Managers, evolving the function into a forward-thinking Client Success organization.
• Establish clear expectations, workflows, standards, KPIs, and development plans for the Client Success team.
• Coach team members on consultative relationship management, executive communication, operational awareness, problem-solving, and strategic client engagement.
• Foster a culture focused on accountability, responsiveness, client advocacy, continuous improvement, and long-term partnership development.
• Identify skill gaps within the team and implement training, mentoring, and development initiatives to strengthen business, operational, and product acumen.

Client Relationship and Growth Responsibilities

• Build and maintain strong executive-level relationships with all clients.
• Serve as an escalation point for complex client concerns, operational challenges, implementation issues, and relationship management matters.
• Guide the team in shifting from reactive support toward proactive client success strategies focused on retention, optimization, growth, and value realization.
• Partner with clients to identify opportunities for operational improvement, workflow optimization, product adoption, and expanded utilization of company services.
• Participate in strategic business reviews and executive-level client meetings focused on performance, growth opportunities, operational alignment, and long-term partnership success.
• Help strengthen client retention through strong operational execution, strategic alignment, and relationship management.

Client Transition and Implementation Responsibilities

• Oversee the successful transition of new clients from Sales to Operations, ensuring clear communication, accountability, and alignment across departments.
• Lead and coordinate implementations for new clients, products, services, workflows, and operational programs.
• Ensure implementation timelines, deliverables, dependencies, and client expectations are clearly defined and effectively managed.
• Identify and resolve operational gaps, communication breakdowns, workflow challenges, or process inefficiencies during onboarding and implementation phases.
• Partner closely with Sales, Operations, Product, Accounting, Compliance, Technology, and Executive teams to ensure successful implementation outcomes.
• Ensure clients receive a high-quality onboarding and transition experience that establishes long-term confidence and trust in the organization.

Cross-Functional Collaboration Responsibilities

• Act as a liaison between clients and internal departments to ensure client needs, expectations, concerns, and opportunities are clearly communicated and addressed.
• Collaborate with Product, Operations, Technology, and Sales teams to improve service delivery, operational efficiency, and overall client experience.
• Assist in prioritizing operational improvements and identifying scalable solutions that improve both client satisfaction and internal efficiency.
• Support organizational initiatives involving process improvements, client communication strategies, automation, reporting, and operational scalability.

Operational and Strategic Responsibilities

• Develop and monitor KPIs related to client satisfaction, onboarding effectiveness, implementation success, retention, responsiveness, and operational execution.
• Analyze client trends, operational data, feedback, and recurring challenges to identify opportunities for improvement.
• Prepare executive-level summaries, reports, recommendations, and presentations related to client success initiatives and organizational performance.
• Contribute to the long-term strategy and evolution of the Client Success function.
• Stay informed about industry trends, client expectations, insurance operations, premium finance, billing, payments, and customer success best practices.

Requirements

Education and Experience/Knowledge Requirements

• Impeccable English communication skills (verbal and written)
• 7–10 years of experience in Client Success, Client Experience, Account Management, Operations, or Implementation Management
• 4-year college degree
• Minimum 3–5 years of leadership experience managing distributed client-facing teams
• Experience leading cross-functional initiatives and operational implementations
• Experience managing executive-level client relationships and escalations
• Strong understanding of operational workflows, implementation management, and service delivery
• Experience in SaaS, Insurance Technology, Premium Finance, Billing, Payments, Financial Services, or related industries preferred
• Experience with process improvement, operational scalability, or organizational transformation preferred
• Experience with reporting, analytics, and KPI management preferred
• Strong technical aptitude and ability to quickly learn operational and software systems
• Proficiency in Microsoft Outlook, Word, Excel, PowerPoint, and virtual meeting platforms
• Experience with CRM, client management, ticketing, or workflow systems preferred

We Offer

• Fully remote work environment
• Ability to work aligned with Pacific Time Zone (U.S.) standard business hours
• Competitive compensation package
• Opportunity to make a meaningful organizational impact
• Up to 10 working days of paid vacation per year
• Up to 5 working days of paid sick leave per year
• US public holidays

About the Company

Murano Software is a leading provider of digital billing services and payment solutions to the insurance industry. With a history dating back to the 1950s, we are committed to delivering innovative and reliable services to our clients.

If you meet the requirements for this position, we’d love to review your resume. Please send your CV to [email protected] or apply through the company website: Murano Global