Senior Client Success Manager, Employee Benefits

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

📋 Description

• Oversee daily inventories and queues within Research & Resolution (R&R) and SIU; ensure that staffing, prioritization, and workload distribution align with volume and business risk.

• Collaborate with internal partners to facilitate the successful launch of the pet insurance employee benefit across various organizations.

• Serve as a real-time consultative partner post-sale to HR teams, Benefits Brokers, and Benefit Administration platforms to guarantee a smooth rollout and continuous benefit engagement.

• Own the execution of the client-level go-to-market (GTM) plan, closely partnering with Partner Marketing to align on marketing priorities, coordinate campaigns, and support employee engagement and enrollment initiatives.

• Establish and nurture strong, long-lasting relationships with HR leaders, benefits brokers, and benefit technology partners to ensure effective benefit delivery and ongoing engagement.

• Develop trusted advisor relationships with key accounts, customer stakeholders, and internal business units to foster long-term client satisfaction and benefit adoption.

• Coordinate ongoing benefit support including eligibility updates, enrollment modifications, open enrollment planning, and employee engagement strategies.

• Collaborate with brokers and HR teams to assess program performance, identify and capitalize on growth opportunities within existing partnerships, and maintain competitive edge.

• Generate new business within existing client groups and identify avenues to enhance participation and enrollment.

• Act as the primary contact for all client account management matters, including benefit inquiries, enrollment questions, and escalations.

• Work alongside Benefit Admin platforms and internal technical teams to facilitate file feeds, enrollment connections, and successful benefit configuration.

• Assist in onboarding new client groups by coordinating implementation timelines, training sessions, and rollout communications to ensure a seamless and consistent experience.

• Support renewal preparations by collaborating with brokers and HR teams, providing utilization insights, and ensuring timely retention efforts.

• Perform other duties and responsibilities as assigned.

⛳️ Requirements

• 5 years of experience in relationship management, account management, or related fields, preferably within employee benefits, voluntary benefits, insurance, or HR-related environments.

• Associate’s Degree or equivalent work experience (One year of relevant experience equates to one year of college).

• Must possess and maintain a Property & Casualty License, or be required to obtain it within 45 days of hire.

• A client-focused approach with a commitment to delivering an exceptional experience to HR teams, brokers, and employer groups.

• Strong relationship-building abilities and the capacity to earn trust with diverse stakeholders.

• Clear and confident communication skills, capable of simplifying complex benefit concepts for clients and internal partners.

• A proactive, solution-oriented mindset for identifying needs and resolving client issues.

🏝️ Benefits

• Comprehensive full medical, dental, and vision insurance.

• Basic Life Insurance at no cost to the employee.

• Company-paid short-term and long-term disability.

• 12 weeks of 100% paid Parental Leave.

• Health Savings Account (HSA).

• Flexible Spending Accounts (FSA).

• Retirement savings plan.

• Personal Paid Time Off.

• Paid holidays and a company-wide Wellness Day off.

• Paid time off to volunteer at nonprofit organizations.

• Pet-friendly office environment.

• Commuter benefits.

• Group pet insurance.

• On-the-job training and skills development.

• Employee Assistance Program (EAP).