Head of Client Management

Why this role matters:

This is a role for someone who wants to build. As Head of Client Management you will own the performance standards and culture of Vouchs client management organization. Youll oversee three vertical pods spanning AI Fintech/Crypto and HLS/Consumer; while crafting the vision for future expansion. Each pod is staffed with talented Directors Client Managers and Client Coordinators serving some of the most innovative companies in the world. The bar for what great looks like in this role is high and raising it further is the job.

Youll also play a defining role in building our Brokerage Operating System our platform for orchestrating human expertise alongside AI agents to deliver client outcomes at a scale and quality the industry has never seen. This is the work that will determine what modern insurance brokerage actually looks like.

Reporting to the CRO this role sits at the intersection of client experience revenue retention and organizational leadership. Youll be accountable for client satisfaction retention and account growth by driving results in deep partnership with Sales Placement Product & Engineering and Finance & Operations. The leaders who will thrive here are the ones who see those partnerships not as dependencies but as leverage.

What Youll Do

Client Experience & Service Delivery

• Own the end-to-end client experience across all three vertical pods holding the bar high on advisory quality and service delivery
• Define 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
• Drive tight collaboration in your partnership with Sales to drive growth and with Placements to translate client needs into effective market strategy and execution
• Work closely with Product & Engineering to shape client-facing workflows tools and the digital client experience
  
  

Revenue Retention & Growth

• Own retention targets across the book of business driving renewal rates and reducing churn
• Build 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 client health metrics to spot risk early and get ahead of it
  

Team Leadership & Development

• Lead and develop three pod Directors building a leadership bench that can scale with the business
• Oversee a team of 18 to 22 and growing spanning Client Managers and Client Coordinators
• Recruit and develop ambitious client managers at every level building clear career paths and development programs that make Vouch a place people grow
• Build a culture of accountability client obsession and continuous improvement
• Set performance standards establish coaching rhythms and create feedback practices that raise the floor across every pod

Operational Excellence

• Partner with Finance & Operations on performance tracking capacity planning and resource allocation
• Drive adoption of workflows tools and training programs across all client management teams
• Build the operating rhythms pipeline reviews book-of-business reviews QBRs that create accountability and visibility across the org
• Design the pod model for scale as Vouch expands into new verticals and deepens existing ones

What Success Looks Like

• First 30 Days: Youve done a rigorous assessment of client health across all three verticals and built real relationships with your team and peers. You know where the gaps are and youve presented a clear go-forward strategy with your top three priorities for improving service delivery and retention.
• First 6 Months: A consistent operating cadence is running across all pods. Performance standards and coaching rhythms are in place. Client NPS or retention metrics are moving in the right direction. And youve started building the hiring pipeline for what comes next.
• First Year: Youve delivered against retention and account growth targets. The client management function is operating as a genuine competitive advantage. The pod model is built to compound ready to absorb new verticals as Vouch grows. And youve developed a bench of leaders who can grow with the business.
  
  

About You

Experience

• 10 to 15 years in commercial insurance brokerage client management or account management
• Proven track record leading client-facing teams of 15 or more ideally in a pod or vertical structure
• Deep familiarity with technology companies across SaaS fintech AI and venture-backed businesses
• Strong command of financial lines and specialty commercial insurance products (D&O E&O cyber EPL)
• Experience scaling client management teams in a high-growth environment
• Demonstrated results driving client retention NPS improvement and account growth
  
  

Leadership & Mindset

• You get energy from building people not just managing them
• You take ownership of outcomes and dont wait to be told where to focus
• You can operate at 30000 feet and in the weeds on the same day and know which one the moment calls for
• You hold yourself to a high standard and expect the same from your team
• Youre intrigued by new technologies and have been tinkering with AI tools

Communication & Presence

• Trusted advisor to founders executives and boards
• Confident and clear with internal stakeholders across Sales Placement Product and Finance
• You know how to advocate hard for clients without losing sight of business discipline

Nice to Have

• Experience in a startup or insurtech environment
• Exposure building AI-enabled brokerage tools and workflows
  
  

Vouch provides several benefits to help you bring your best self to work:

• 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 membership.
• Regular performance reviews: Vouch conducts regular performance discussions with all team members offering goal setting and check-ins development discussions and promotion opportunities.

What to expect in a typical interview process:

(Please note these steps may vary slightly depending on the role)

• 30-minute phone call with our recruiting team
• 30-45 minute video interview with the hiring manager
• Meet the team! 30-45 min 1:1 video discussion with 3-4 team members youd work closely with in the role
• Executive chat
  
  

Compensation philosophy:
The base salary range for this role is $225000 - $275000 depending on experience 20% yearly bonus.

The On-Target Earnings (OTE) for this role are expected to be around $270000 - $330000 per year. (OTE base bonus)

Our salary ranges are based on paying competitively for our size and industry and are part of our total compensation package which also includes benefits and other perks. We also include stock options in all compensation packages and believe all Vouch employees should have the opportunity to become owners in the company. Individual pay decisions are based on a number of factors including qualifications for the role experience level skill set location and business need. The pay range provided is subject to change and may be modified in the future.

Vouch believes in putting our people first and building a diverse team is at the front of everything we do. We welcome people from different backgrounds experiences perspectives and ranges of abilities. We are an equal-opportunity employer and celebrate the diversity of our growing team.

If you require reasonable accommodation to complete this application interview complete any pre-employment testing or otherwise participate in the employee selection process please direct your inquiries to.

Required Experience:

Director