Description
Client Success Manager – Employee Benefits
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.
Key Responsibilities
Responsibilities include, but are not limited to:
Client Relationship Management
• 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.
Client Success
Own the overall client experience by:
• Monitoring client satisfaction.
• Anticipating service needs.
• Coordinating issue resolution across internal teams and vendors.
• Escalating concerns appropriately.
• Ensuring commitments are met.
Renewal Management
Partner with Marketing & Underwriting to:
• Coordinate renewal timelines.
• Gather census information.
• Prepare clients for renewal strategy discussions.
• Present renewal recommendations alongside Producers.
• Ensure a smooth renewal experience.
Vendor Coordination
• Serve as the operational liaison between clients and vendors
• Ensure accountability, timely communication, and issue resolution.
Operational Excellence
• 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.
Relationship Management
• Minimum of one proactive client phone conversation per week • Quarterly business reviews completed on schedule
• Annual strategy meetings completed
• Documented client touchpoints in CRM
Operational Performance
• Renewal timelines met
• Vendor follow-up completed timely
• Open issues resolved within service standards
• Accurate documentation maintained
Team Contribution
• Cross-functional collaboration
• Producer feedback
• Support of implementation team
• Process improvement recommendations
What Success Looks Like
• Knows every client personally.
• Calls clients before they call us.
• Anticipates issues rather than reacting to them.
• Owns the client relationship from an operational perspective.
• Makes Producers look great.
• Creates clients who become advocates for our company.
Skills, Knowledge and Expertise
Experience and Skills:
• 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.