Director, Customer Strategy
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Job Description
Director, Customer Strategy at Convr transforming commercial insurance with AI technology. Drive strategic outcomes and high-value deal expansion in customer experience.
Responsibilities:
- Serve as the strategic point of contact named accounts, operating at the business and executive level to steer account growth and direction
- Lead billable client engagements packaged as fixed-fee or retainer deliverables, including roadmap workshops, value measurement reviews, and solution advisory sessions
- Define and track value metrics post-go-live, using documented outcomes to anchor future renewal and expansion conversations
- Partner closely with Customer Success Managers (CSMs) to extend coverage to the strategic layer, ensuring Customer Strategy owns the ongoing business case while CSMs manage adoption and relationships
- Coordinate directly with the Activation team during handoffs to ensure value measurement begins immediately at go-live
- Participate selectively in qualified sales cycles and complex deals to demonstrate strategic delivery capability, solution depth, and deployment roadmaps to prospects
- Build the foundational Customer Strategy playbook, establishing the processes and methodology for this newly created function
Requirements:
- 7–12 years of experience in Customer Success, solution consulting, or strategic advisory roles
- Experience in the SaaS or Insurtech space is strongly preferred, with insurance domain knowledge highly valued (or a genuine curiosity about the industry at a minimum)
- Proven comfort operating at the executive level, with an ability to connect platform capabilities directly to business outcomes without relying on a product demo
- A strong commercial awareness with a track record of identifying and building toward account expansion opportunities seamlessly
- Direct experience packaging, pricing, and delivering advisory services, including contributing to or establishing a formal delivery methodology
- A workflow-obsessed mindset that prioritizes understanding how underwriters actually work over simple technical integration success
- Comfort with building operational structure where none exists, thriving in a founding role capacity
Benefits:
- Remote work opportunities
- Flexible Paid Time Off
- Company Paid Holidays
- Insurance Coverage (medical, dental, vision, short-term & long-term disability, life insurance, and accident coverage)
- 401K
- Paid Parental Leave
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