isolved · 3 weeks ago
Senior Vice President, Insurance Services
United States
Full-time
Remote
Director/Executive
15+ years expisolved is an employee experience leader, providing intuitive, people-first HCM technology. The Senior Vice President, Customer Success is responsible for the overall strategy, performance, and evolution of isolved's customer success function, overseeing teams dedicated to driving retention, satisfaction, and long-term value across the customer base.
Employee BenefitsFinancial ServicesHuman ResourcesProfessional ServicesSaaSSoftware
Responsibilities
Lead and evolve the customer success strategy to drive retention, customer health, and overall satisfaction across all segments, including our most strategic accounts
Oversee the performance of customer success teams, including account health, renewals, and issue resolution, ensuring consistent execution against KPIs and business goals
Serve as the executive escalation point for key customer issues, guiding resolution strategies to protect and strengthen relationships
Partner with cross-functional leaders in Product, Support, Marketing, and Sales to deliver a cohesive and customer-centric experience
Design and implement scalable processes, tools, and enablement programs that support customer lifecycle management and team effectiveness
Track and report on customer success metrics and operational performance to inform executive leadership and guide strategy
Lead internal initiatives to optimize customer experience through technology, process improvement, and organizational design
Develop and mentor a high-performing leadership team, fostering a culture of accountability, continuous improvement, and customer-first thinking
Maintain deep understanding of isolved's solutions and the evolving needs of our customers to inform program design and customer engagement
Support the strategic expansion of the customer success function to include emerging disciplines that drive long-term customer value
Qualification
Required
Bachelor's degree or equivalent business experience
15+ years of experience in customer success, account management, or related disciplines, including leadership of large, distributed teams
Proven track record of driving customer retention and satisfaction at scale
Strong executive presence with the ability to lead through influence and drive alignment across functions
Exceptional strategic thinking, data analysis, and problem-solving skills
Excellent communication, presentation, and stakeholder management capabilities
Deep understanding of SaaS business models, customer health scoring, and customer journey mapping
Experience with CRM and customer success platforms
Typically requires a Bachelor's degree and 15+ years of direct experience, with 10+ years of leadership experience
Employee must be legally authorized to work in the United States
Preferred
Experience in the HCM, payroll, or SaaS software industry
Strong customer advocacy and lifecycle management experience
Background in enterprise client success or post-sale operations in a recurring revenue model
Company
isolved
isolved is an employee experience leader, providing intuitive, people-first HCM technology.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$350MKey Investors
Goldman Sachs Alternatives
2025-08-08Secondary Market· $350M
2011-09-20Private Equity
Leadership Team
James Norwood
Non Executive Board Director
Recent News
2026-01-19
Company data provided by crunchbase