Client Success Manager

Armed Forces Benefits Assoc.•Alexandria, VA

3d•Hybrid

About The Position

Are you passionate about helping clients succeed while growing long-term business relationships? We are seeking a proactive, relationship-focused Client Success Manager (CSM) to serve as a trusted advisor to our broker partners and employer groups. In this highly visible role, you will play a key part in retaining business, identifying growth opportunities, solving complex service issues, and delivering an exceptional client experience. As a strategic partner to brokers, sales leaders, and internal teams, you'll help strengthen relationships, expand coverage opportunities, and drive premium growth across an established block of voluntary benefits business.

Requirements

Proactive, relationship-focused approach.
Ability to serve as a trusted advisor to broker partners and employer groups.
Experience in retaining business, identifying growth opportunities, and solving complex service issues.
Skills in delivering an exceptional client experience.
Ability to act as a strategic partner to brokers, sales leaders, and internal teams.
Experience in strengthening relationships, expanding coverage opportunities, and driving premium growth.
Proficiency in business systems for tracking account activity, renewals, service requests, and growth opportunities.
Ability to partner with operational teams to enhance workflows and improve service delivery.
Experience in identifying trends, risks, and opportunities for continuous improvement.

Nice To Haves

Experience with voluntary benefits business.

Responsibilities

Serve as the primary point of contact for an assigned portfolio of broker relationships and employer groups.
Build trusted partnerships through proactive communication, responsiveness, and outstanding service.
Conduct broker and client meetings, both virtually and in person, to support retention and growth initiatives.
Collaborate with Regional Marketing Directors and sales teams to strengthen broker relationships and improve client satisfaction.
Identify opportunities to increase participation, expand coverage offerings, and grow premium within existing accounts.
Develop and execute account strategies focused on retention, enrollment growth, and long-term client success.
Monitor renewal activity and proactively address retention risks before they impact business.
Analyze account performance data and recommend growth strategies tailored to each broker's business model.
Prepare and review sales proposals to ensure accuracy, completeness, and alignment with company guidelines.
Coordinate with internal teams to facilitate smooth implementation of plan changes and new coverage opportunities.
Resolve broker service concerns and commission inquiries with professionalism and urgency.
Serve as a resource and advocate for brokers by providing timely updates, solutions, and follow-through.
Track account activity, renewals, service requests, and growth opportunities within business systems.
Partner with operational teams to enhance workflows, improve service delivery, and strengthen the broker experience.
Participate in projects and initiatives that support business growth, operational efficiency, and client satisfaction.
Identify trends, risks, and opportunities that help drive continuous improvement.