As a global market leader, iPipeline combines technology, innovation, and expertise to deliver ground-breaking, award-winning software solutions that transform the life insurance, financial services, and protection industries. With one of the industry’s largest data sets, we help advisors/advisers and agents to transform paper and manual operations into a secure, seamless digital experience – from proposal to commission– so they can help better secure the financial futures of their clients.

At iPipeline, you’ll play a major role in helping us to provide best-in-class, transformative solutions. We’re passionate, creative, and innovative, and together as a team, we continually strive to advance, accelerate, and expand the reach of our technology. We value different perspectives and are committed to creating an environment that embraces diverse backgrounds and fosters inclusion.

We’re proud that we’ve been recognized  as a repeat winner of various industry  awards, demonstrating our excellence and highlighting us as a top workplace in both the US and the UK. We believe that the culture we’ve built for our nearly 900 employees around the word is exceptional -- and we’ve created a place where our employees love to come to work, every single day.

Come join our team!

About iPipeline

Founded in 1995, iPipeline operates as  a business unit of Roper Technologies (Nasdaq:  ROP), a constituent of the Nasdaq 100, S&P 500®, and Fortune 1000® indices. iPipeline is a leading global provider of comprehensive and integrated digital solutions for the life insurance and financial services industries in North America, and life insurance and pensions industries in the UK. We couple one of the most expansive digital and automated platforms with one of the industry’s largest data libraries to accelerate, automate, and simplify various applications, processes, and workflows – from quote to commission – with seamless integration. Our vision is to help everyone achieve lasting financial security by delivering innovative solutions that connect, simplify, and transform the industry.  

iPipeline is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to gender, race, color, religious creed, national origin, age, sexual orientation, gender identity, physical or mental disability, and/or protected veteran status. We are committed to building a supportive and inclusive environment for all employees.

This is an office-based position.

Key Responsibilities:

Strategic Leadership

• Define and execute the vision and roadmap for our Premier Support Business Unit.
• Design tiered support offerings, SLAs, resourcing, and engagement models for top-tier accounts.
• Build and launch new workflows, processes, and tools to support premier-level customer engagements.

Team Building & Management

• Recruit, onboard, and manage a high-performing team of customer support leads and technical account managers.
• Foster a culture of accountability, customer-centricity, and continuous improvement.
• Provide mentorship and career development opportunities across the support organization.

Operational Excellence

• Define KPIs and reporting standards to measure the success of premier support (e.g., CSAT, NPS, time to resolution, renewal impact).
• Develop scalable and flexible staffing models and corresponding budgets, including offshore resourcing, to enable tiered support and scale to a 24/7/365 construct.
• Implement and optimize support infrastructure, including ticketing systems, knowledge base, and escalation paths.
• Partner with Product, Engineering, and Sales to ensure customer feedback drives product enhancements.

Customer Experience & Advocacy

• Act as an executive sponsor for key accounts and escalations.
• Ensure consistent white-glove service across all premier customers.
• Represent the voice of the customer internally and advocate for their needs

• 12 + years of experience (with at least 7 years in leadership roles) in customer support or success roles in B2B SaaS environments and leadership experience with a track record of building and scaling customer-facing teams.
• Experience creating or scaling a Premier or Enterprise Support function.
• Experience managing offshore resourcing relationships.
• Strong understanding of support metrics, processes, and enterprise customer needs.
• Proven ability to collaborate cross-functionally and influence stakeholders at all levels.
• Excellent written and verbal communication skills.
• Familiarity with tools like Salesforce, JIRA, Zendesk, Gainsight or similar platforms

Preferred Qualifications

• Experience supporting enterprise and mid-market customers in a SaaS model.  Strong preference for experience with Financial Service Industry customers.
• Background in technical support or support engineering environments.
• MBA or equivalent leadership education is a plus.

We offer a competitive compensation and benefits package, opportunities for career growth, an employee stock purchase plan, 401(k), generous time off and flexible work/life balance, company-matched retirement packages, an employee wellness program, and an awards and recognition program – all in a creative, fast-growing, and innovative company.