About the Role: We are seeking a Client Service Manager (CSM) with employee benefits experience to be the primary point of contact and relationship owner for a dedicated portfolio of clients. This is an individual contributor role reporting to the Manager of Client Services, not a people-leadership position. This is a client-facing role: fielding inbound inquiries, running proactive touchpoints across the client lifecycle, and owning the overall health of each relationship. This is a remote position.
Key Responsibilities:Relationship Ownership & Client Success- Serve as the main point of contact and relationship owner for a portfolio of clients.
- Build and maintain relationships with key client stakeholders, benefit administrators, brokers, and benefit carriers.
- Run proactive touchpoints across the client lifecycle (post-onboarding check-ins, periodic health checks, pre-renewal outreach), adapting cadence and communication style (call vs. email) to each client.
- Keep brokers looped into client communications and maintain the broker relationship directly.
- Own the controllable retention rate for your book of business.
Client-Facing Support & Advocacy- Own inbound client inquiries end-to-end - billing questions, benefit invoice issues, and general account concerns - through to full resolution.
- Explain how benefit changes and data flow into billing so clients understand the invoice, not just the answer.
- Partner with cross-functional internal teams to resolve billing and benefit-related issues.
- Interface directly with reps from benefit administration platforms and insurance carriers to execute data or account updates.
- When an issue can't be solved directly, guide the client to the right resource and follow up to confirm resolution.
Invoicing Accuracy & Data Auditing- Create and deliver precise, on-time benefit invoices every month through meticulous preparation and rigorous review.
- Coordinate daily with Client Services Administrative Specialists (CSAS) who assist with invoice creation, ensuring they understand each account and are meeting expectations on every invoice.
- Regularly audit data between systems (e.g., carrier, payroll/HRIS, and billing platforms) to confirm accuracy and consistency.
- Identify and find the root cause of enrollment, date, premium, and coverage discrepancies.
- Correct discrepancies and follow up with the relevant system or party to prevent recurrence.
- Provide training and guidance to clients on billing procedures and benefit plan details as needed.
Renewal & Account Management- Lead clients through the annual renewal process, managing billing changes and the transition.
- Monitor account health and flag early warning signs - slow responses, unresolved questions, disengaged brokers or carriers.
- Identify and surface opportunities for process improvements in billing and account management.
Requirements and Qualifications:- Bachelor's degree and 3+ years of experience in employee benefits account management, client success, or a client-facing relationship management role, or 7+ years of relevant experience.
- Customer-centric mindset with strong relationship-building and interpersonal skills.
- Comfortable initiating proactive outreach and scheduling calls rather than defaulting to email.
- Ability to manage a portfolio of complex client accounts, including hands-on billing issue resolution.
- Familiarity with 834 and LDEx EDI files.
- Strong analytical acumen; comfort with data analysis and manipulation, particularly in Microsoft Excel.
- Excellent verbal and written communication skills.
- Proficient with Microsoft Office Suite, project management tools, and CRM systems.
- Strong organizational skills and attention to detail; able to work independently and collaboratively in a fast-paced startup environment.
Work Model:Remote
Employment Type:Full-Time, Permanent
Category:Information Technology
Required Education:Bachelors Degree
Required Experience:Experienced
Salary Range:$80,000-$90,000 annually
