Client Success Manager

Vimly Benefit Solutions•Washington, DC

2d•Hybrid

About The Position

As a Client Success Manager at Vimly, you’ll serve as a strategic partner and trusted advisor to our clients, ensuring they achieve their desired outcomes through our benefits administration and BPO solutions. You’ll lead cross-functional efforts to deliver exceptional service, drive customer satisfaction, and foster long-term relationships. This role focuses on customer advocacy, provides continuity and ensures a seamless experience spanning all stages of the customer life cycle while maximizing the value of their Vimly solution.

Requirements

5+ years in Benefits Administration customer support
Proven success managing complex customer portfolios
Strong relationship-building and influencing skills
Ability to align customer goals with Vimly’s solutions
Excellent written, verbal, and presentation skills
Results-oriented mindset with a focus on business outcomes
Discretion and sound judgment in managing sensitive information
Ability to multitask and prioritize across internal and external demands
Microsoft Office Suite (Outlook, Word, Excel)
Experience with CRM or support platforms (e.g., Salesforce, JIRA, Confluence)
Bachelor’s degree in business management or equivalent industry experience

Nice To Haves

5+ years of employee benefits experience (enrollment, eligibility, claims processing, billing)
Insurance, Benefits Administration, Benefits Consulting, SaaS, Healthcare, BPO industry experience

Responsibilities

Build and nurture high-trust relationships with a portfolio of customers.
Serve as the primary point of contact for customer success, retention, and satisfaction.
Facilitate regular internal and external client meetings to track progress, business impact, and strategic alignment.
Lead internal cross-functional efforts on behalf of customers, coordinating across departments to ensure seamless execution.
Collaborate with clients to define success metrics and develop actionable plans.
Influence internal teams and processes to reflect the strategic priorities of each customer relationship.
Advocate for customer needs and systemic improvements across product, engineering, and operations.
Handle escalated inquiries and ensure timely resolution through appropriate channels.
Identify trends in customer inquiries and feedback to drive continuous improvement.
Monitor SLA adherence to ensure consistent service delivery to our clients.