Head of Customer Success & Transformation (Director/VP)

Build the Future of P&C Insurance with Claimtouch
Claimtouch is transforming how property insurance claims are handled. We partner with leading insurers to modernize claims operations, improve customer outcomes, and deliver measurable business value through technology and process improvement. Today, our customers include several top US P&C insurers, as well as many of the industry's most innovative insurtech companies.
We're looking for an exceptional Head of Customer Success & Transformation to join our management team.
You'll act as a trusted advisor to executives at some of the world's leading P&C insurers, helping them transform one of the most critical functions in their organizations. Since day one, the success of our customers has been our highest priority—and it will remain at the core of everything we do. That's why we're making a significant investment in building a world-class Customer Success organization led by an exceptional leader.
This role combines the disciplines of claims transformation, management consulting, enterprise SaaS, product strategy, and customer success. You'll work directly with C-suite executives, operational leaders, product teams, and our board to ensure customers achieve transformational business outcomes while helping shape the future of Claimtouch.
If you enjoy solving complex business problems, influencing senior executives, and are ready to take responsibility for our partners continued success, we'd love to meet you.
What You'll Do
You'll own the strategic success of our customers and become one of the key leaders driving Claimtouch's growth.
Your responsibilities include:
Serve as the executive strategic advisor for our customers.
Lead business transformation initiatives that improve claims operations, customer experience, and financial performance.
Set up training frameworks to onboard users, and conduct trainings as needed
Ensure every customer achieves measurable business outcomes and clear return on investment.
Develop executive business cases, ROI models, and value realization frameworks.
Lead executive steering committees, workshops, and strategic planning sessions.
Build trusted relationships with CEOs, Chief Claims Officers, CIOs, COOs, and operational leaders.
Challenge existing processes and recommend best practices across people, process, and technology.
Translate customer challenges into product strategy by partnering closely with Product and Engineering.
Drive continuous improvement across implementations, adoption, and customer operations.
Build scalable Customer Success methodologies, playbooks, and operating processes.
Establish the foundation for a world-class Customer Success organization as Claimtouch grows.
Drive and automate operational tasks within the Customer Success domain
Actively support all other business units within Claimtouch.
Who You Are
You enjoy solving difficult business problems and building trusted relationships with senior executives.
You don't simply execute projects—you influence organizations, create scalable operating models, and leave customers significantly better than you found them. You thrive in ambiguity, take ownership, and enjoy building from zero to one.
Required Qualifications
5+ years of experience in claims transformation, management consulting, enterprise SaaS, strategy, or customer success.
Outstanding project management and organizational skills.
Strong business acumen with exceptional analytical and quantitative capabilities.
Advanced PowerPoint and Excel skills with the ability to create compelling executive presentations and business cases.
Excellent executive communication and presentation skills.
Comfortable facilitating workshops and leading executive meetings both virtually and in person.
Highly independent and self-directed with an ownership mentality.
Passion for building scalable processes instead of simply solving one-off problems.
Excited to work in a flat, entrepreneurial organization where everyone contributes regardless of title.
Preferred Experience
We expect the strongest candidates to have experience in one or more of the following:
Personal Lines Property Claims expertise.
Management consulting.
Product management or customer strategy in a SaaS company.
Leadership experience at a leading InsurTech.
Experience working with P&C insurance core systems.
Experience leading cross-functional teams or managing customer transformation programs.
Experience working directly with C-level executives.
Career Opportunity
This is much more than the first Customer Success hire. You will be a member of the Claimtouch leadership team from day one and play a central role in defining how the company scales.
You will:
Build the Customer Success function from the ground up.
Shape company strategy alongside the rest of the management team.
Influence product direction.
Work directly with our Board of Directors.
Help define how modern insurers transform their claims organizations.
For the right individual, this role has a clear path toward executive leadership positions including:
Chief Operating Officer (COO)
Chief Strategy Officer (CSO)
Chief Executive Officer (CEO)
Location & Travel
This is a fully remote position based in the United States.
While the role is primarily remote, we believe that meaningful in-person collaboration is valuable for building strong relationships with customers and the team. As such, occasional travel is expected for customer meetings, company offsites, and industry events.
Expected travel: Approximately 5%.
Compensation & Benefits
We're looking for an exceptional leader and have designed a compensation package that reflects the strategic importance of this role.
The package includes:
Highly competitive base salary.
Performance-based annual bonus.
Meaningful equity ownership with significant long-term upside.
Executive-level influence from day one.
Direct exposure to the Board of Directors.
The opportunity to build and lead an entire business function.
A clear path to C-suite leadership as the company grows.
We believe exceptional people should get a piece of the value they create.
Work Authorization Requirement
Applicants must be fully authorized to work in the United States; visa sponsorship is not available for this position.
Why Join Claimtouch?
Few roles offer the opportunity to combine claims transformation, strategic consulting, enterprise software, product strategy, executive leadership, and entrepreneurship.
At Claimtouch, you'll help transform one of the largest industries in the world while building the company alongside experienced founders, investors, and insurance executives.
If you're looking for a role where you can have an outsized impact on customers, product, and company strategy—and where your career can grow into executive leadership—we'd love to hear from you.

Work arrangement
No