Role Description The Head of the Client Success Team leads all post-issue policy administration, service, and in-force management functions. This role oversees the full lifecycle of policy servicing long-term case maintenance, ensuring accuracy, compliance, exceptional client experience, and operational scalability within our SERP/executive benefits business. This leader builds and manages a high-performing team, drives process excellence, oversees carrier relationships, and ensures the firm delivers industry-leading responsiveness and policy stewardship to our credit union, healthcare, and nonprofit clients. What You'll Do - Leadership & Team Management - Lead, mentor, and develop the Policy Service team (Policy Service Manager, Client Success support, coordinators). - Establish clear performance expectations, goals, KPIs, and workflows to ensure consistency and accountability. - Collaborate with the Regional Manager, Case Design, and Case Management teams to ensure seamless handoffs and service continuity. - Policy Administration & In-Force Management - Oversee all servicing of in-force life-insurance and executive-benefit policies (SERPs, split-dollar, COLI/BOLI, individual life). - Ensure timely index allocations, illustration updates, annual reviews, and ongoing policy maintenance. - Monitor premium schedules, billing, and transactional accuracy; oversee payment follow-ups and coordination with carriers. - Review policy changes, riders, reinstatements, beneficiary updates, and ownership/structure changes with precision and compliance. - Operational Excellence & Process Improvement - Develop and enhance SOPs, workflows, and documentation to drive scalability, transparency, and risk reduction. - Lead root-cause analysis for service defects and implement corrective action. - Oversee accurate data entry, CRM system utilization, and recordkeeping standards. - Identify automation opportunities, workflow refinements, and cross-team efficiencies. - Compliance & Risk Management - Ensure servicing practices align with carrier rules, regulatory requirements, and firm compliance standards. - Oversee adherence to internal controls, privacy/security requirements, and audit-ready documentation. - Partner with Compliance and Legal on policies involving ownership changes and executive-benefit administration. - Client & Carrier Relationship Management - Serve as senior escalation point for complex policy issues, client concerns, or escalated carrier matters. - Maintain strong relationships with carrier home offices (Penn Mutual, Pacific Life, Nationwide, etc.) to resolve issues quickly. - Support Client Success by providing guidance, timely updates, and strategic input for key accounts. Qualifications - 7–10+ years of experience in life insurance policy service, in-force management, or related operations (SERP/executive benefits strongly preferred). - Leadership experience managing service teams or operational staff in a remote or multi-state environment. - Deep knowledge of life-insurance products (UL, IUL, VUL, Whole Life) and policy mechanics. - Experience with executive benefits (SERPs, split dollar, 162 bonus, COLI/BOLI) is strongly desirable. - Strong analytical skills with the ability to interpret illustrations, policy transactions, and in-force reports. - Proven ability to build efficient processes, SOPs, and scalable operational systems. - Exceptional communication, problem-solving, and relationship-building skills. - High attention to detail, accountability, and commitment to service excellence.

Role Description Subtext is hiring a Customer Success Manager who will support the team by ensuring smooth onboarding, compliance, and operational excellence for our clients. The ideal candidate will be detail-oriented, process-driven, and provide excellent customer service to ensure every Subtext client has a successful experience. This role will support a diverse range of clients, from local newsrooms to enterprise organizations, and handle the operational foundation that drives customer success. Compensation for this position is comprised of a base salary plus incentive compensation. The base salary range is $75,000 to $85,000 per year. Additional incentives bring total potential compensation to $115,000 to $125,000. The role: - Manage end-to-end onboarding for new customers, including 10DLC registration, compliance verification, and technical setup - Ensure all customer campaigns meet carrier compliance requirements and maintain proper 10DLC registration status - Serve as the primary point of contact for day-to-day operational support and troubleshooting across our full client portfolio - Process campaign setup requests, including content approval workflows and technical configurations - Generate standard campaign reports and performance dashboards for customers - Manage campaign recaps and routine customer check-ins to ensure satisfaction and reduce churn - Create and maintain customer-facing documentation, setup guides, and onboarding materials - Track and monitor customer health metrics - Coordinate cross-functionally with product and dev teams to resolve customer issues - Document customer feedback and common issues to help inform product improvements Qualifications - Bachelor's degree or equivalent experience - Minimum 2 years in a customer-facing, operations, or support role - Detail-oriented, organized, and customer-obsessed - Comfortable working independently and following established processes - Strong written and verbal communication skills - You thrive on execution and getting things done efficiently - Ability to learn technical systems quickly and explain them clearly to customers - Comfortable presenting to and onboarding senior executives and stakeholders across client organizations - Comfortable managing multiple ongoing projects and priorities - Experience with compliance, carrier regulations, or SMS/messaging platforms is a plus Additional Qualifications - Comfortable working in spreadsheets and tracking data (Excel/Google Sheets) - Familiarity with CRM platforms (Salesforce, HubSpot, etc.) - Experience creating and upkeep customer-facing documentation or training materials - Basic understanding of APIs, webhooks, or technical integrations is a plus - Prior experience in a B2B SaaS environment is preferred but not required

• Provide "White Glove" customer service to ensure that we're providing customers with an excellent Onboarding experience • Manage implementation and onboarding of all new and renewing partners • Understand and anticipate customer's needs • Identify decision makers, stakeholders, and users for the customer • Deliver engaging, comprehensive trainings to customers and ensure customer readiness to go live • Develop product knowledge expertise in order to guide customers to realize value quickly • Project manage new client implementations via email, phone, and web-based tools • Track implementation tasks against a schedule and coordinate with internal staff to ensure goals are met on a timely basis • Take a proactive data driven approach by ensuring that customer adoption and usage metrics track with expectations. • Identify churn risks and develop proactive plans to increase customer retention. • Conduct onboarding webinars for multiple customers with expert presentation skills. • Performance will be measured by overall customer satisfaction metrics as well as retention rates. • Work closely with our sales team to manage the life of our accounts post-sale through renewal- Answer or delegate ongoing questions from clients. • Provide ongoing feedback to the Implementation team lead and department head on ways to improve client onboarding and implementation success • Work with the Support and development teams on improving the product based on customer feedback • High level customer support and communication. Must be comfortable answering customer questions and guiding them to answers.

• Build and maintain a close, trust-based relationship with clients; • Monitor the development of clients' integrations; • Act as a consultant by understanding client pain points and proposing the best integration flow; • Provide technical support to clients for API integrations when needed; • Collaborate with Sales, Support and Tech teams to ensure a smooth customer experience.