Director, Customer Strategy
Role Overview: The Director, Customer Strategy is a foundational role at Convr that operates at the intersection of executive strategy, customer outcomes, and commercial expansion. Positioned within the Customer Experience organization, this role is distinct from Activation and Customer Success, focusing on driving strategic outcomes, roadmap development, and high-value deal expansion. Serving as Convr's "Echo," the Director is embedded in strategic accounts and qualified pre-close prospects to bridge the gap between platform capability and measurable business value. This role will establish the Customer Strategy playbook from the ground up, bringing deep deployment experience and strategic credibility to both existing clients and sophisticated buyers.
What You'll be Doing
- 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.
Experience 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 & Compensation
- Remote work opportunities
- Insurance Coverage (medical, dental, vision, short-term & long-term disability, life insurance, and accident coverage)
