Employee Benefits Client Success Manager
About The Position
The Client Success Manager is responsible for delivering an exceptional client experience throughout the life of the relationship. This role serves as the primary operational and relationship contact for assigned clients, ensuring successful implementations, proactive communication, seamless renewals, and ongoing strategic support. Unlike a traditional Account Manager or Account Executive, the Client Success Manager is expected to proactively engage clients, anticipate needs, solve problems before they occur, and identify opportunities to strengthen long term partnerships. This role is measured not only by service excellence, but by client retention, responsiveness, operational execution, and relationship development.
Requirements
- 5+ years of Employee Benefits experience.
- Strong relationship-building skills.
- Excellent verbal communication.
- Highly organized and detail-oriented.
- Comfortable managing multiple priorities.
- Strong project coordination skills.
- Positive, solutions-oriented mindset.
- Passion for delivering exceptional client experiences.
Responsibilities
- Proactively serve as the primary day-to-day contact for assigned clients.
- Build trusted relationships with HR leaders, dealership leadership, and key decision-makers.
- Conduct proactive client outreach on a regular basis—not just when issues arise.
- Speak with at least one client by phone each business day to maintain relationships, uncover opportunities, and proactively address concerns.
- Schedule and facilitate quarterly business reviews and annual strategy meetings.
- Coordinate Producer involvement when appropriate.
- Monitor client satisfaction.
- Anticipate service needs.
- Coordinate issue resolution across internal teams and vendors.
- Escalate concerns appropriately.
- Ensure commitments are met.
- Coordinate renewal timelines.
- Gather census information.
- Prepare clients for renewal strategy discussions.
- Present renewal recommendations alongside Producers.
- Ensure a smooth renewal experience.
- Serve as the operational liaison between clients and vendors.
- Ensure accountability, timely communication, and issue resolution.
- Maintain accurate CRM and client documentation.
- Document client preferences and ongoing initiatives.
- Follow established workflows and service standards.
- Identify opportunities to improve client experience and operational efficiency.
- Cross-functional collaboration.
- Producer feedback.
- Support of implementation team.
- Process improvement recommendations.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
