Head of Customer Success (Insurance)

We’re seeking an accomplished Customer Experience Manager (CXM) to lead our Insurance and Mortgages delivery portfolio, driving exceptional service outcomes for some of our most high‑value clients.

This is a senior leadership role with accountability for client relationship management, portfolio revenue growth, and the performance of a team of leaders who oversee multi‑tier delivery operations. Reporting to the Chief Customer & People Officer, you’ll ensure clients receive a best‑in‑class experience through disciplined operations, strong stakeholder engagement, and the development of capable, high‑performing leaders.

Key Responsibilities: Client Relationship Management and Growth

Own a portfolio of high‑value Insurance and Mortgage clients

Build and nurture relationships with senior and C‑suite client stakeholders

Act as the strategic partner and escalation point across your accounts

Identify and deliver revenue growth opportunities across the portfolio

Ensure client retention through proactive engagement and measurable value creation

Operational Excellence and Delivery Leadership

Lead leaders responsible for day‑to‑day delivery primarily within the Insurance and Mortgages business cluster

Drive performance, quality, and operational discipline to ensure consistent, best‑in‑class service

Translate client expectations into actionable, measurable delivery outcomes

Partner with internal delivery, capability, and workforce teams to continuously optimise results

People Leadership & Capability Development

Coach, develop, and uplift leaders through structured training, feedback, and on‑the‑job support

Build a culture of accountability, performance, and team empowerment

Strengthen leadership succession capability for current and future organisational needs

Stakeholder & Business Collaboration

Work closely with cross‑functional partners including People, L&D, Talent Acquisition, Finance, and Business Development

Provide clear reporting, insights, and CRM‑driven account visibility

Contribute to broader business improvement initiatives and strategic priorities

What We’re Looking For

Proven experience in Customer Experience, Account Direction or Customer Success

General Insurance industry experience is preferred

Strong operations leadership capability – has led teams or delivery functions in a service‑oriented business

Customer relationship management experience is a must (driving adoption, reporting, and client visibility)

Ability to influence internal and external stakeholders, including C‑Suite

Strong commercial acumen and ability to identify growth opportunities

Exceptional verbal and written communications, relationship, and problem‑solving skills

Based in Melbourne or Sydney, with full WFH flexibility

Willingness to travel to develop and train your team in Manila

What We Offer

Permanent Work‑From‑Home environment

Competitive salary package including bonus

The ability to make a direct, high‑impact contribution to a growing business

Opportunities for development, leadership growth, and strategic involvement

A supportive, collaborative culture committed to diversity and inclusion

About Us Intogreat Solutions is an Australian‑based privately owned organisation with a high‑performing BPO operation in Manila, delivering talent, operations, and customer experience solutions to businesses around the world. We help organisations scale through exceptional people, streamlined operations, and strategic partnership.

As we continue our growth, we’re strengthening our leadership capability to ensure every client receives a consistently outstanding experience. We’re now seeking a Customer Experience Manager (CXM) who will own the success of a portfolio of existing clients while leading the operational and people elements that underpin seamless delivery.

Apply now to become our next Customer Experience Manager.

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