Head Of Customer Success & Operations - Remote Eligible

Head Of Customer Success & Operations

The Head of Customer Success & Operations is a senior leader responsible for driving customer satisfaction, retention, operational excellence, and scalable service delivery. This role integrates strategic leadership with hands-on execution to ensure our customers achieve maximum value from our products and services, while embedding efficient processes across the organization. The ideal candidate blends strong customer-centric thinking with deep operational expertise and cross-functional leadership capability.

Key Responsibilities:

• Customer Success Leadership
• Operational Excellence
• Transformation

Key Competencies:

• Customer-centric mindset with passion for delivering world-class experiences.
• Strategic thinker with strong operational discipline.
• Strong leadership and team development capabilities.
• Ability to navigate ambiguity and drive change.
• Data literacy and comfort with dashboards, forecasting, and KPIs.
• High level of accountability and ownership.

Success Measures (KPIs):

• Customer retention and net revenue retention (NRR).
• Customer satisfaction (CSAT), NPS, and customer health scores.
• Operational efficiency metrics (SLAs, cycle times, cost-to-serve).
• Time-to-value for customers.
• Team engagement and retention.
• Process maturity and scalability.

People Leadership:

• Build, inspire, and retain a talented team of customer success managers, operations leaders, analysts, and support staff.
• Foster a culture of accountability, collaboration, continuous improvement, and customer obsession.
• Develop competency frameworks, career paths, training programs, and coaching structures.

Basic Qualifications:

• Bachelors Degree and 10 or more years of experience in the Customer Relationship area OR High School Diploma or Equivalent and 12 or more years of experience in the Customer Relationship area AND 10 or more years experience in the marketing of customers
• Management experience
• Experience in presenting to corporate clients/customers

Preferred Qualifications:

• Proven track record of building and scaling customer success or operations organizations.
• Strong analytical and data-driven decision-making skills.
• Experience working cross-functionally and influencing at senior leadership levels.
• Excellent communication, stakeholder management, and executive presence.
• Demonstrated ability to drive transformation and implement scalable processes.
• Experience in [Insurance, SaaS, cyber, professional services].
• Background in operational frameworks (e.g., Lean, Six Sigma, ITIL, Customer Success best practices).
• Experience managing global teams or multi-region service delivery.
• MBA or advanced degree a plus.

Your pay at Zurich is based on your role, location, skills, and experience. We follow local laws to ensure fair compensation. You may also be eligible for bonuses and merit increases. If your expectations are above the listed range, we still encourage you to apply—your unique background matters to us. The pay range shown is a national average and may vary by location. The proposed Salary range for this position is $115,200.00 - $188,700.00, with short-term incentive bonus eligibility set at 20%. We offer competitive pay and comprehensive benefits for employees and their families.

Why Zurich?

At Zurich, we value your ideas and experience. We offer growth, inclusion, and a supportive environment—so you can help shape the future of insurance. Zurich North America is a leader in risk management, with over 150 years of expertise and coverage across 25+ industries, including 90% of the Fortune 500®. Join us for a brighter future—for yourself and our customers. Zurich in North America does not discriminate based on race, ethnicity, color, religion, national origin, sex, gender expression, gender identity, genetic information, age, disability, protected veteran status, marital status, sexual orientation, pregnancy or other characteristics protected by applicable law. Equal Opportunity Employer disability/vets. Zurich complies with 18 U.S. Code § 1033.