Head of Client Management at Vouch Insurance

San Francisco, California, United States -

Full Time

Start Date

Immediate

Expiry Date

18 Jun, 26

Salary

275000.0

Posted On

20 Mar, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Management, People Leadership, Client Experience, Revenue Retention, Account Growth, Service Delivery, Renewal Strategy, Risk Advisory, Client Satisfaction, Team Development, Operational Excellence, Capacity Planning, Commercial Insurance Brokerage, Financial Lines, Specialty Commercial Insurance, Executive Communication

Industry

Insurance

Description

Why this role matters: As Head of Client Management, you will own the performance, quality, and culture of Vouch’s client management organization. You will lead three vertical pod Directors (AI, Fintech/Crypto, and HLS/Consumer) and their teams of Client Managers and Client Coordinators to ensure exceptional client outcomes across Vouch’s growing portfolio of technology, life sciences, and financial services companies. This role reports to the CRO and sits at the intersection of client experience, revenue retention, and people leadership. You will be accountable for client satisfaction, retention rates, account growth, and building a world-class team — and will succeed through strong partnership with Sales, Placement, Product & Engineering, and Finance & Operations. What You’ll Do Client Experience & Service Delivery Own the end-to-end client experience across all three vertical pods, ensuring consistent, high-quality advisory and service delivery Set 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 Partner with Placement to ensure client needs are translated into effective market strategy and execution Collaborate with Product & Engineering to improve client-facing workflows, tools, and the overall digital client experience Revenue Retention & Growth Own client retention targets across the book of business, driving renewal rates and reducing churn Develop 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 analytics to identify at-risk accounts, track client health metrics, and inform proactive intervention Team Leadership & Development Manage and develop three pod Directors, building a strong leadership bench Oversee a team of ~18–22 (and growing) across Client Managers and Client Coordinators Hire and grow a team of ambitious client managers ranging from entry-level to highly experienced, establishing clear career paths and professional development programs Foster a culture of growth, accountability, client obsession, and continuous improvement Establish performance standards, coaching rhythms, and feedback practices across all pods Operational Excellence Partner with Finance & Operations on performance tracking, capacity planning, and resource allocation Ensure adoption of workflows, tools, and training programs across client management teams Establish and refine operating rhythms (pipeline reviews, book-of-business reviews, QBRs) to drive accountability and visibility Develop the pod model for scalability as Vouch adds new verticals and expands existing ones What Success Looks Like First 90 Days: Complete assessment of team talent, pod performance, and client health across all three verticals. Build relationships with CRO, Sales, Placement, and Product peers. Identify top 3 priorities for improving service delivery and retention. First 6 Months: Implement consistent operating cadence across pods. Establish performance standards and coaching rhythms. Drive measurable improvement in client NPS or retention rate. Begin building the hiring pipeline for future pod growth. First Year: Deliver against retention and account growth targets. Establish Vouch’s client management function as a competitive advantage. Have a clear, scalable pod model ready for 2x growth. Develop at least one Director into a potential successor. About You Experience 10–15+ years in commercial insurance brokerage, client management, or account management Proven experience leading client-facing teams of 15+ people, ideally in a pod or vertical structure Deep familiarity with technology companies, including SaaS, fintech, AI, and venture-backed businesses Strong background in financial lines and specialty commercial insurance products (D&O, E&O, cyber, EPL) Experience in a tech-enabled brokerage, MGA, or insurtech environment Track record of driving client retention, NPS improvement, and account growth Leadership & Mindset People-first leader who gets energy from coaching, developing, and growing others Ownership mindset — proactive, accountable, and driven by measurable outcomes Comfortable operating at both strategic and tactical levels in a fast-growing organization High degree of independence, exercising sound judgment with minimal oversight Communication & Presence Trusted advisor to founders, executives, and boards Confident communicator with internal stakeholders across Sales, Placement, Product, and Finance Ability to balance client advocacy with business discipline Nice to Have Experience scaling client management teams in a high-growth environment (40%+ YoY) Exposure to AI-enabled brokerage tools and workflows Experience managing a book of business of $10M+ in brokerage revenue 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 Care.com 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 you’d work closely with in the role Executive chat Compensation philosophy: The base salary range for this role is $225,000 - $275,000 depending on experience, + 20% yearly bonus. The On-Target Earnings (OTE) for this role are expected to be around $270,000 - $330,000 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 recruiting@vouch.us.

Responsibilities

The Head of Client Management will own the performance, quality, and culture of the client management organization, leading three vertical pod Directors to ensure exceptional client outcomes across technology, life sciences, and financial services companies. Key duties include owning the end-to-end client experience, driving revenue retention and account growth targets, and managing the development of a large, growing client-facing team.