Director of Customer Success - Claims

@ TheGuarantors

Overview

The Director of Customer Success - Claims at TheGuarantors is a senior leadership role responsible for executing the company’s claims strategy through effective team management, compliance oversight, and enhanced service delivery. The role supports strategic account management while collaborating across Operations, Legal, Risk, and Customer Success teams.

Key Responsibilities

• Manage the Claims team including Claims Managers and agents.
• Ensure all claims comply with company policies and regulatory standards.
• Develop performance monitoring programs for team adherence to KPIs and quality benchmarks.
• Create structured development programs focused on continuous improvement.
• Lead customer service initiatives for strategic accounts.
• Collaborate with cross-functional teams for consistent claims execution.

What You Bring

• Over 5 years of management experience in claims.
• Bachelor’s Degree or equivalent experience.
• Strong attention to detail and organizational skills.
• Excellent written and verbal communication skills.
• Ability to work independently and understand big picture strategies.

Benefits

Includes medical, dental & vision insurance starting day one, HSA with employer contribution, flexible spending accounts, 401(k), generous PTO, paid holidays, flexible working hours, paid parental leave, and company-sponsored disability plans.

Compensation

Base salary ranges between $120,000 - $140,000 annually, determined by experience, expertise, and market data.

Key Skills/Competency

• Claims Management
• Regulatory Compliance
• Team Leadership
• Customer Service
• Performance Management
• Strategic Planning
• Cross-functional Collaboration
• Development Programs
• Operational Excellence
• Fintech