Manager, Client Services

Self Bill Pro • Ambler, PA

3d • Remote

About The Position

The Manager, Client Services is a high-impact, dual-role position responsible for both leading the Client Services team and serving as a primary external stakeholder liaison across clients, brokers, and carriers.
This role acts as the front-facing ambassador of Self Bill Pro, ensuring exceptional client experience, resolving escalations, and strengthening partner relationships across the full client lifecycle (pre- and post-sale). Internally, this leader will build, coach, and scale a high-performing team of Client Service Managers while driving consistency, accountability, and operational excellence.
The ideal candidate combines strong people leadership, customer success instincts, and deep benefits/industry fluency, with the ability to step into complex client situations and drive resolution with confidence.
This is a remote position.

Requirements

• 5-7 + years of experience in client services, account management, or customer success, preferably within benefits, insurance, or a related industry
• 2-4+ years of experience in a people leadership or team lead role
• Strong ability to manage client relationships, escalations, and complex issue resolution
• Experience working with external stakeholders such as clients, brokers, or carriers
• Proven ability to coach and develop team members in a fast-paced environment
• Exceptional communication and interpersonal skills, with the ability to navigate high-pressure situations
• Strong organizational and problem-solving skills with a proactive, ownership mindset
• Ability to balance strategic leadership and hands-on execution

Nice To Haves

• Experience in employee benefits, insurance operations, or billing processes
• Familiarity with carrier relationships and benefits administration workflows
• Experience in a startup or high-growth environment

Responsibilities

• Lead, mentor, and develop a team of Client Service Managers, fostering a high-performance, client-centric culture
• Conduct regular 1:1s, provide feedback, and support career growth and skill development
• Manage team capacity, workload distribution, and prioritization to ensure consistent service delivery
• Play a key role in onboarding and training new Client Service Managers
• Serve as the primary escalation point for complex or high-impact client issues
• Lead investigations into client concerns, driving resolution with urgency and accountability
• Ensure a consistent, high-quality client experience across all touchpoints
• Act as a trusted advisor to clients, reinforcing confidence in Self Bill Pro’s services
• Serve as a key external-facing partner to clients, brokers, and insurance carriers
• Build and maintain strong relationships across stakeholders tied to active client accounts
• Support new and existing partnerships, including coordination with carriers on processes such as payment remittance setup
• Act as the central point of alignment when issues span multiple external parties
• Establish and refine client service workflows, standards, and best practices
• Identify trends in client issues and proactively implement solutions to improve service delivery
• Partner with Implementation, Product, and Operations teams to address root causes and drive continuous improvement
• Ensure documentation, training materials, and team processes are maintained and scalable
• Partner closely with Implementation, Product, Engineering, and Sales teams to ensure seamless client experience
• Provide insights from client interactions to inform product improvements and operational strategy
• Align internal teams around client priorities, timelines, and expectations

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed