Head of Business Services

Summary

Join Counterpart, a management liability insurance platform, as the Head of Business Services. This foundational role requires strong go-to-market instincts and a customer-first approach. You will own the acquisition, activation, and retention of small business customers, encompassing outbound sales, lifecycle marketing, onboarding, support, and partner enablement. You'll craft and evolve the value proposition, launch multi-channel campaigns, and engage directly with customers and partners. Your work will directly impact how small businesses interact with Counterpart. The ideal candidate is customer-obsessed, a builder, a full-funnel thinker, scrappy, an experimenter, and collaborative.

Requirements

• Actively seeks to directly engage and understand small business customers to guide strategy and execution
• Thrives in ambiguity, enjoys creating from scratch, and iterates quickly without needing fully defined systems or handoffs
• Connects the dots between acquisition, activation, retention, and advocacy — always thinking about the end-to-end customer journey
• Finds creative ways to make things happen with limited resources, whether that’s bootstrapping a campaign or testing messaging live
• Uses data to inform decisions, but doesn’t get stuck in analysis; has a strong bias toward launching and learning
• Comfortable working across Product, Sales, Marketing, and Support to get the full picture and drive aligned execution

Responsibilities

• Design & execute a full-funnel acquisition strategy with a strong emphasis on outbound sales & marketing (email, content, product)
• Craft & evolve clear, compelling value propositions tailored to different small business segments
• Develop & optimize the customer engagement lifecycle, including onboarding, renewal, & post-claim experiences
• Leverage direct customer conversations, usage data, & industry insights to shape product strategy, enhance user experience, and refine go-to-market efforts
• Enable distribution partners to drive growth, through co-marketing initiatives, sales collateral, performance insights, and ongoing training
• Oversee the customer support experience, with a focus on scaling through partnerships, self-serve automation, and AI