Client Servicing Team Lead

Client Servicing Team Lead Department: Client Services – Core Insurance Job Summary As a Client Servicing Team Lead in Clearwater's Core Insurance division, you will lead a high-performing team supporting a diverse portfolio of mid-size specialty insurance, healthcare, reinsurance, and captive insurance clients, with exposure to a broad range of underlying investment strategies. This is a leadership role first - you set direction, develop your team, and serve as the senior strategic partner to Clearwater's clients, engaging directly with client C-suite and decision-makers. You bring an owner's mentality: proactively managing KPIs to identify risk and opportunity, challenging legacy workflows that no longer serve the business, and driving the change needed to scale. The ideal candidate brings deep investment operations expertise, is comfortable partnering across Sales, Operations, and Product, and is energized by using AI to drive growth and modernize the client experience. Responsibilities Team Leadership & Coaching Set direction and priorities, allocate work, and ensure delivery quality - while setting the bar for coaching that develops Service Delivery Managers and Analysts into high performers. Foster a culture of accountability, ownership, and continuous improvement. Contribute to hiring, team structure, and succession planning. Executive Client Partnership Build and own relationships with client C-suite and senior decision-makers. Lead SteerCos and executive relationship reviews; serve as the senior escalation point for complex inquiries spanning investment accounting, product, investment operations, and platform workflows. Engage clients on industry trends shaping both businesses, identifying where business models intersect and channeling that insight into Clearwater's evolving product direction. Identify and drive expansion and growth opportunities within existing client relationships in partnership with Sales. Proactive Risk, KPI & Workflow Ownership Proactively track and manage KPIs - client satisfaction (NPS, CSAT), service delivery (SLA), commercial health (retention, gross margin, churn), and team performance - to front-run risks and identify emerging themes. Reexamine existing workflows and legacy processes, partnering directly with clients to modernize and drive scalable best practices. Cross-Functional Convening & AI Adoption Anticipate cross-functional and client needs, proactively convening across the business (Sales, Ops, Recon, Product) to drive resolution. Champion the adoption of AI-enabled tooling across the client servicing model, partnering with Product and Development to shape tooling, processes, and the broader client offering. Required Skills Demonstrated ability to drive change and act as an owner. Strong communicator with confidence engaging executive-level stakeholders (C-suite); and develop trusted relationships with the broader business. Proactively manages risk and opportunity through KPI ownership. Comfortable directing AI and reporting tools to synthesize data and drive decision-making, with a genuine interest in using technology to evolve the client experience. Strong organizational, interpersonal, and problem-solving skills; Excellent attention to detail and documentation skills. Education and Experience Bachelor's degree in Finance, Accounting, Economics, Business, Mathematics, or equivalent experience. 7+ years in accounting or finance, ideally within investment operations, insurance, institutional servicing, or FinTech. 2+ years in a people management role with a demonstrated track record of developing high-performing teams. Experience engaging directly with senior/executive-level client stakeholders. Knowledge of investment accounting or investment operations concepts strongly preferred.