CCC Intelligent Solutions

Vice President, Client Success

CCC Intelligent Solutions

full-time

Posted on:

Location Type: Remote

Location: Illinois • United States

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Salary

💰 $217,237 - $280,000 per year

Job Level

Lead

About the role

  • Own the end-to-end Client Success strategy, including revenue retention, expansion, and value realization
  • Deliver scalable processes, playbooks, and best practices that drive consistent, proactive, and strategic customer engagement
  • Redesign Client Success workflows with AI embedded from the start, beginning with CSM preparation and communication processes
  • Establish and operationalize tiered service models that align engagement levels to customer value and growth potential
  • Serve as the voice of the client across the enterprise—collaborating closely with Product, Marketing, Implementation, Support, and Sales
  • Oversee the delivery of exceptional post-sale client experience, ensuring seamless implementation, strong product adoption, and realization of business value
  • Ensure differentiated service levels aligned to customer value, growth potential, and commercial objectives
  • Ensures customers achieve their desired outcomes using our solutions, maximizing product adoption, ROI, and satisfaction
  • Develop and track KPIs to proactively measure customer success, including GRR, NDR, expansion pipeline, product adoption, and customer health
  • Drive operational efficiency across the organization by streamlining processes, optimizing resources, and promoting a culture of continuous improvement.
  • Design coverage models that differentiate automated, digital, and dedicated CSM engagement tiers.
  • Own forecasting and reporting for client health, product adoption, and renewal indicators — define and scale success metrics, team targets, and dashboards to enable data-driven decisions.
  • Establish and maintain escalation frameworks and protocols to resolve client issues quickly and thoughtfully.
  • Lead deployment of AI-first workflows to increase CSM capacity and proactive engagement
  • Align forecasting to revenue targets including expansion quotas
  • Lead, inspire, and develop a large team of Client Success Managers (CSMs), Field Support professionals, and frontline leaders
  • Build a commercially accountable culture with clear revenue targets and performance expectations
  • Serve as a senior strategic leader within the company— serving as the voice of the client and bringing cross-functional alignment to evolve the client journey and increase lifetime value
  • Engage directly with key executives in Product, Engineering, Marketing, Customer Success, and the C-suite to build momentum around strategic priorities
  • Represent the Client Success team in enterprise planning, quarterly business reviews, and board-level reporting as needed
  • Influence product roadmap to prioritize adoption, data visibility, and AI enablement

Requirements

  • Executive leader with significant experience owning retention and expansion revenue and leading client organizations through transformation, modernization, and scalable growth —preferably in B2B SaaS, insurance tech, or a high-growth innovation environment
  • Bachelor’s degree in Business, Finance, or a related field required; MBA or advanced degree preferred
  • Proven capability building and scaling high-performing client-facing teams, including both strategic relationship managers and field/customer support roles
  • Deep expertise in modern CS operating models including revenue accountability, health scoring, executive engagement frameworks, and scalable digital coverage
  • Experience leading large, distributed teams and scaling organizations through periods of high growth or transformation
  • Experience owning revenue targets including GRR and NDR
  • Experience designing tiered or monetized service models
  • Experience deploying AI or digital automation to redesign workflows
  • Expertise in the insurance industry, particularly in the claims ecosystem—with trusted relationships and an instinct for how to deliver client value
  • Strategic fluency with the ability to influence product roadmaps, shape market narratives, and win buy-in across executive stakeholders
  • A purpose-driven leadership style— you coach with heart, lead with integrity, and inspire performance through mission, not micromanagement
  • Passion for technology, with a knack for translating complex solutions into client value stories that resonate.
Benefits
  • 401K Match
  • Paid time off
  • Annual Incentive Plan
  • Performance Bonus
  • Comprehensive health insurance
  • Adoption Assistance
  • Tuition Reimbursement
  • Wellness Programs
  • Stock Purchase Plan options
  • Employee Resource Groups
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
client success strategyrevenue retentionrevenue expansionKPI developmenthealth scoringAI workflowsdigital automationtiered service modelsproduct adoptiondata-driven decision making
Soft Skills
leadershipstrategic thinkingcollaborationcoachinginfluencecommunicationteam developmentproblem-solvingcustomer engagementperformance management
Certifications
Bachelor’s degree in BusinessMBA or advanced degree