Client Success Manager

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Lead, mentor, and coach a team of Client Success Managers (CSMs).

• Set clear performance expectations, key performance indicators (KPIs), and development plans.

• Conduct regular one-on-ones, performance evaluations, and career advancement planning.

• Cultivate a culture of accountability, collaboration, and client-focused thinking.

• Assist in the onboarding and training of new members within the CSM team.

• Manage client portfolios to ensure exceptional service delivery and client satisfaction.

• Serve as an escalation point for complex or high-risk client relationships.

• Collaborate with CSMs on strategic accounts to promote retention and growth opportunities.

• Track client health metrics and proactively address any potential risks.

• Ensure the consistent execution of client engagement strategies and service models.

• Develop standard processes, workflows, and best practices across the CSM team.

• Partner with leadership to implement process enhancements and efficiencies (e.g., CRM usage, reporting, playbooks).

• Promote the adoption of tools and systems that support scalability.

• Analyze trends and provide valuable insights to leadership.

• Deliver regular updates on team performance and client health.

• Collaborate with Sales, Operations, Service teams, and Leadership to ensure a seamless client experience.

• Provide feedback on client needs, product/service gaps, and process improvements.

• Support strategic initiatives, including service model enhancements, onboarding improvements, and scaling efforts.

⛳️ Requirements

• High school diploma or GED is required.

• A minimum of 5 years of experience in client service, customer success, account management, or a related client-facing role in the retirement industry.

• At least 2 years of people leadership experience, including direct management of individuals in compliance/administration or client-facing roles, with responsibilities for coaching, performance management, and development planning.

• Proven success in leading teams focused on client retention, portfolio health, service delivery, and escalation management.

• Experience in setting performance expectations, utilizing metrics and reporting to drive accountability, and implementing process improvements that foster scale and consistency.

• In-depth knowledge of the retirement plan industry; ASPPA/NIPA designations are preferred, or a willingness to obtain them within one year of hire.

🏝️ Benefits

• A virtual-first work philosophy for most positions.

• 401(k) plan with up to a 4% match.

• Flexible PTO that allows you to take the necessary time for wellness, vacations, and personal matters. We encourage a trusting environment where employees manage their workloads responsibly; time off does not accrue.

• 12 paid holidays, 2 paid floating holidays, and your birthday is a holiday.

• Paid Parental Leave.

• A variety of medical, dental, and vision plan options, including subsidized premiums through Definiti.

• Company-paid life insurance and short-term disability insurance.

• Eligibility for a bonus plan.