This vacancy is opened on our outsourcing project.

The
client is an American company who offers digital billing services
and payment solutions to the insurance industry since the 1950s.

Position Purpose The Director of Client Success is responsible for
leading the company's Client Success function, ensuring the
organization delivers a seamless, strategic, and growth-oriented
experience throughout the client lifecycle.

This role oversees a
team of Client Experience Managers and is responsible for evolving
the team into proactive Client Success Managers who focus not only
on client support and relationship management, but also on helping
clients grow, optimize operations, adopt additional solutions, and
maximize the long-term value of the partnership.

The Director of
Client Success serves as a strategic bridge between Sales,
Operations, Product, and Clients’ organizations, ensuring smooth
client onboarding, successful implementation of new clients and new
programs for existing clients, effective operational transitions,
and long-term client satisfaction and retention.

This role requires
a strong combination of leadership, operational execution,
relationship management, problem-solving, business acumen, and
change management.

The adecuado candidate must be capable of operating
strategically while remaining deeply involved in day-to-day client
and operational matters during periods of growth, transition, and
organizational evolution.

Duties and Responsibilities: Client
Success Leadership Responsibilities: Lead, mentor, and develop a
team of Client Experience Managers, gradually 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.

Performance The performance of the Director of Client Success will
be evaluated based on their effectiveness in meeting the following
KPIs on an ongoing basis: Client Success Leadership Maintain strong
engagement, accountability, and development within the Client
Success team.

Develop and implement role-evolution plans to
transition Client Experience Managers toward Client Success
capabilities and responsibilities.

Client Relationship Management




Maintain high client satisfaction and retention levels across
assigned portfolios.

Conduct periodic business reviews with key
clients and executive stakeholders.

Client Transition and
Implementation Ensure successful and timely onboarding and
implementation of new clients and programs.

Maintain high
operational readiness and implementation quality during client
transitions.

Cross-Functional Collaboration Improve operational
coordination and communication between Sales, Operations, Product,
and Client Success teams.

Reduce implementation and
transition-related escalations or unresolved issues.

Continuous
Improvement Identify and implement measurable improvements in
client experience, onboarding processes, operational workflows, or
communication practices.

General Demonstrate the organization's
core values—Integrity, Respect, Flexibility, Self-Evaluation,
Knowledge, and Compassion—in all interactions.

These values form
the foundation of our company culture and guide our interactions
with clients, colleagues, and other business partners.

Every
employee is assessed not only on their performance in the outlined
responsibilities but also on their alignment with and embodiment of
these core values in their daily work.

Qualifications: To be
successful in this position, the individual must be able to perform
each essential function.

The requirements listed below are
representative of the knowledge, skills, and/or ability desired for
this position.

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,
Power

Point, and virtual meeting platforms Experience with CRM,
client management, ticketing, or workflow systems preferred We're
offering: 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 of paid sick leave per year US public
holidays If you meet the requirements for this position, we’d love
to review your resume.

Please send your CV to
or apply through the company website: Murano Global

📌 Director of Client Retention Expansion (Peru) (Perú)
🏢 Murano Global
📍 Perú