What are the responsibilities and job description for the Director of Customer Success position at 3E Partners?
ABOUT THE ROLE
This leader owns the post-sale client experience — proactive, systemized, and repeatable — and runs renewals with clarity and results. Benefits fluency matters, but the core job is Customer Success leadership and operational excellence — we can teach the rest.
Website: 3E Partners | Full-Service Employee Benefits & Insurance Solutions Iowa
WHAT YOU'LL DO
- Lead and coach the Client Success + Service team (standards, cadence, accountability).
- Build the systems: playbooks, workflows, reporting, and a consistent client operating rhythm.
- Run the year-round client cycle: check-ins → renewal planning → renewal execution.
- Own escalations and issue prevention — solve problems early and protect the client experience.
- Translate renewal outcomes into client-friendly proof (what changed, why, and the impact).
- Partner with Sales and benefits partners to retain and grow accounts after the sale.
WHAT WE'RE LOOKING FOR
- Background fit (either): CS/Service leader or Account Mgmt/Client Executive.
- Non-negotiable: you build systems, hold teams accountable, and execute renewals.
- Preferred: benefits exposure (especially self-funded/level-funded) and comfort learning the technical pieces.
- Organized and detail-driven — comfortable with data, reporting, and SOPs.
- A confident communicator who can present clearly to leaders, boards, and prospects.
BENEFITS FUNDAMENTALS (PREFERRED)
- Funding models: fully-insured vs level-funded vs self-funded.
- Core components: TPA, PBM/pharmacy, network or RBP, stop-loss/reinsurance.
- Coachability and curiosity — learn fast, ask great questions, drive decisions.
- Comfort turning plan activity into simple stories clients understand.
SUCCESS MEASURES (FIRST 90 DAYS)
- Client operating rhythm live (cadence, templates, reporting, escalation path).
- Renewal playbook running (timeline, owners, deliverables, QA gates).
- Clear scoreboard in place (retention, renewal outcomes, resolution speed).
PHYSICAL REQUIREMENTS
Prolonged periods sitting at a desk and working on a computer; ability to lift up to 15 pounds; travel primarily local with occasional out-of-area/overnight travel.
Salary : $70,000 - $85,000