While this position is fully remote, we are only registered and can proceed with qualified candidates who reside and will work in one of the following states: AL, AZ, FL, GA, MI, MS, NE, NC, OH, OK, TN, TX. No exceptions. No relocation assistance is available.Must be eligible to work in the US without employment sponsorship. Direct Hire only, no third-party agency applications, please. Job DescriptionJob Title: Manager, Client Account Managers
Department: Client Success
FLSA Status: Non-Exempt
Job Status: FT
Reports To: Sr. Director, Client Success
Positions Supervised: Client Account Managers and Sr. Client Account Managers
Work Schedule: Monday - Friday, Available Between 8:00 AM - 8:00 PM EST
POSITION SUMMARYThe Manager, Client Account Managers is responsible for the leadership, operational performance, and continued development of the Client Account Manager team within Client Success. Reporting to the Sr. Director, Client Success, this role leads a team of approximately 8-12 Client Account Managers and Sr. Client Account Managers supporting a diverse book of retirement plan clients and advisors across market segments, plan sizes, structures, and levels of complexity.
The Manager helps to establish and ultimately communicates clear priorities, service standards, and performance expectations for the team and is accountable for consistent execution, client satisfaction, retention, operational efficiency, and the timely resolution of client needs. The Manager monitors team capacity, client assignments, service performance, relationship risks, and escalation trends, taking decisive action to allocate resources, address performance gaps, and maintain a high-quality client experience.
In addition to leading, coaching, and developing CAMs, the Manager serves as the operational leader and escalation authority for the CAM team. This role directs the resolution of complex, sensitive, and high-impact client matters; aligns internal partners around client needs; and identifies opportunities to strengthen processes, knowledge, technology adoption, and service delivery. The Manager works closely to translate organizational strategy into clear team objectives that support client retention, service consistency, and long-term growth.
Success in the role requires strong leadership presence, advanced judgement, broad retirement-industry and client service knowledge, and the ability to lead independently. The Manager must be comfortable engaging with stakeholders at all levels, including senior and executive client representatives, while serving as a trusted representative of Client Success leadership.
ESSENTIAL FUNCTIONS• Lead the daily operation and performance of approximately 8-12 Client Account Managers supporting clients across market segments, plan sizes, structures, and complexity levels.
• Establish team priorities, service standards, and performance expectations aligned with client satisfaction, retention, responsiveness, efficiency, and Client Success objectives.
• Ensure CAMs effectively serve as primary service owners, demonstrating accountability for client communication, expectation management, issues coordination, and timely follow-through.
• Manage client assignments and team capacity based on client complexity, service needs, relationship risk, associate experience, and workload.
• Monitor service, productivity, quality, client experience, retention, and relationship-health measures to identify trends, risks, and gaps.
• Serve as the management escalation point for complex, sensitive, or high-impact client matters and direct cross-functional efforts through final resolution.
• Build effective partnerships with Operations, Compliance, Technology, Sales, and other teams to resolve client needs, reduce unnecessary handoffs, and improve service delivery.
- Identify recurring issues, process breakdowns, and knowledge gaps; lead corrective actions that improve efficiency, consistency, and the client experience.
- Coach and develop CAMs through regular feedback, performance management, and opportunities to strengthen judgement, autonomy, technical knowledge, and client leadership.
- Manage hiring, onboarding, training associate engagement, succession planning, and retention of talent.
• Lead Client Success projects and change initiatives involving service delivery, client transitions, process improvement, technology adoption, and organizational growth.
• Provide the Sr. Director, Client Success with recommendations regarding capacity, talent, client risk, service trends, and operational improvements.
• Represent Client Success leadership in internal and client-facing discussions, including interactions with senior and executive-level stakeholders.
SKILLS & ABILITIES• Strong leadership and coaching skills.
• Ability to drive accountability and performance.
• Strong analytical and proactive problem-solving abilities.
• Strong judgment and decision-making abilities.
• Strong client service and retention focus.
• Skilled in managing complex client escalations.
• Ability to identify and manage relationship risk.
• Ability to work independently with minimal oversight by manager.
• Effective organizational skills and ability to handle multiple assignments at a given time.
• Ability to prioritize competing tasks in a fast-paced environment.
• Self-motivated, enthusiastic, and takes initiative.
• Strong written and oral communication skills.
• Proactive problem-solving skills.
• Proficiency using Microsoft Office.
• Potential travel up to 10% of the time or as needed.
Experience• 3-5 years of direct leadership experience over a team of 5+ required
• 3-5 years of Client Success and/or Customer Service experience required
• 5+ years of 401k experience required
• 1+ years of Salesforce experience preferred but not required
Education• Bachelor's degree in Business or related field, required.
• ASPPA or other related industry designations a plus
Work Environment§ Extended sitting and computer work
§ For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual workspace. Additionally, there is an internet work speed requirement of 100 MBps or better. If you are unsure of your internet speed, please check with your service provider. Please ensure that you are able to meet these expectations before applying as adequate home work environment and the required internet connection is a non-negotiable requirement of remote employment.
Job Description Disclaimer§ This job description is intended to describe the general nature and level of work performed. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Duties and responsibilities may change at any time based on business needs.
What's in it for you Package This role will have a base pay range of
$84,000 - $100,000/annually . Please know, this is the base range only and does not consider other components that make up the total rewards package for this role. This position is also eligible for an annual performance bonus.
Other perks in the total rewards package are:
• Flexible work environment
• Participation in Personal Annual Performance Bonus incentive program
• Medical, Dental, Vision, and Life Insurance
• 75% employer coverage of Medical Premiums
• Retirement Savings - 401(k) plan with generous company match, vested after 2 years
• Tuition Reimbursement up to $5,250/year
• Generous Paid Time Off upon hire - plus quarterly Work/Life Balance days and paid holidays
• Paid Parental Leave
• Voluntary Pet Insurance, Lifelock and More!
• 24/7 no-cost Employee Assistance Program (EAP)
