Overview
Director of Customer Success Jobs in Atlanta Metropolitan Area at Insure Technology
Title: Director of Customer Success
Company: Insure Technology
Location: Atlanta Metropolitan Area
Job Title: Director of Client Experience
Location: Atlanta, GA – Hybrid
Terms: Direct Hire
Overview:
Insure Technology is currently partnering with one of our key strategic clients, a growth company in the mortgage space, to identify a highly-talented and high-energy Director of Client Experience to lead the design, implementation, and optimization of our end-to-end client experience and success journey. This role is ideal for a leader with a strong background in mortgage or financial services, who thrives in fast-paced, high-growth environments and has successfully built or scaled client success programs from the ground up.
You’ll be responsible for creating a best-in-class client experience strategy, leading a growing team, and ensuring our clients receive exceptional value and support throughout their lifecycle with us.
Key Responsibilities
Design and establish a scalable client experience program tailored to our offerings and client base, with a strong focus on long-term success, retention, and satisfaction.
Lead and mentor a team responsible for onboarding, account management, and client engagement, fostering a culture of service excellence and continuous improvement.
Develop frameworks for proactive client success, including journey mapping, health scoring, feedback loops, and client advocacy initiatives.
Identify opportunities for process and service improvements that enhance the overall client experience and deliver measurable impact.
Collaborate cross-functionally with Sales, Product, Operations, and Marketing to ensure a seamless, value-driven client experience at every touchpoint.
Act as a strategic advisor and voice of the client across the organization, surfacing insights and driving initiatives that elevate service delivery and business outcomes.
Own key client experience metrics, including Net Promoter Score (NPS), client retention, churn reduction, and expansion revenue.
Stay current on industry trends, especially in mortgage and financial services, to inform best practices and innovation in client success strategy.
Qualifications
7+ years of experience in client experience, customer success, or account management roles, with at least 3 years in a leadership role.
Direct experience in the mortgage industry (preferred) or broader financial services sector is required.
Proven track record of designing and launching new client experience or customer success programs, especially in growth-stage or scaling companies.
Strong understanding of the client lifecycle, customer segmentation, and service delivery optimization.
Excellent leadership and people development skills; able to build, scale, and inspire high-performing teams.
Analytical and data-driven, with experience managing KPIs, dashboards, and reporting tools (e.g., Salesforce, HubSpot, Gainsight, Zendesk).
Exceptional communication, organizational, and cross-functional collaboration skills.
Bachelor’s degree in Business, Finance, Communications, or a related field (MBA or advanced degree is a plus).
Why Join Us
Shape a foundational function at a high-growth company making waves in the mortgage/financial services space.
Lead with impact and innovation in a client-first, collaborative environment.
Competitive compensation package, benefits, and meaningful career growth opportunities.
