Posting Description

The Client Success Manager is responsible for managing the delivery of our workplace financial wellness program across an assigned portfolio of plan sponsor clients. This role focuses on client onboarding, ongoing engagement, reporting, and operational execution, ensuring a consistent and high-quality client experience. Additionally, the Client Success Manager will provide support to the financial mentoring program as needed.

Responsibilities

Client Onboarding & Management

• Manage the daily onboarding and operational implementation of the financial wellness program for assigned clients
• Coordinate onboarding activities, including kickoff calls, platform setup, and launch readiness
• Ensure onboarding is delivered consistently and within established timelines
• Function as the key contact for plan sponsor clients, handling regular communication and support

Client Engagement & Reporting

• Conduct regular client check-ins (quarterly or semi-annual) to review program performance and engagement
• Prepare, track, and deliver client reporting, including participation and engagement metrics
• Support the development and implementation of client engagement strategies and initiatives
• Monitor client activity and proactively see opportunities to boost participation and outcomes

Client Retention & Relationship Growth

• Support client retention by maintaining a high standard of service and steady program delivery
• Monitor client engagement and happiness, identifying risks and addressing issues as they arise
• Find opportunities to improve and expand the client relationship through increased program utilization and engagement
• Partner with clients to evolve their program based on participant needs and usage trends

Financial Coaching & Education Support

• Provide backup support for 1:1 financial mentoring when required
• Assist in the delivery of group education sessions in both virtual and in-person settings
• Support the creation and implementation of educational materials and workshops

Technology & Platform Support

• Support the onboarding of new clients by coordinating with technology partners to complete platform setup and customization
• Assist with testing and optimizing platform usability to ensure successful client launches
• Provide feedback on platform functionality and client experience

Compliance & Best Practices

• Ensure all program activities align with industry regulations and internal requirements
• Follow established processes and support consistent program delivery
• Stay informed on financial wellness trends and best practices

Required Education, Professional & Technical Experience

• Bachelor's Degree or relevant work experience
• 3-5 years of experience in client success, account management, financial wellness, or employee benefits
• Proficiency in Microsoft Suite and familiarity with CRM and reporting tools

Essential Traits

• Strong ability to build and maintain client relationships
• Effective communication and presentation skills
• Organized with the ability to manage multiple clients and priorities
• Detail-oriented with a focus on accuracy and execution
• Adaptable and able to work independently in a fast-paced environment
• Sound judgment and problem-solving skills
• Collaborative and team-oriented

Work Environment & Travel Requirements

• This role may travel up to 15-25% of the time for client meetings and business needs
• This role offers a hybrid work model with in-office and remote flexibility

Physical Job Expectations

The physical job expectations described here are representative of those that must be met by an associate to successfully perform the essential functions of this job:

• Must be able to remain in a stationary position for up to 8 hours.
• Constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information.
• The person in this position may at times need to move throughout the building to access different areas.
• Ability to move equipment weighing up to 25 pounds.
• Reasonable accommodations may be made to enable individuals with disabilities to perform their primary responsibilities.

What We Offer (Summary Highlights)

A workplace that welcomes authenticity and practices acceptance for what makes each of us different. We are committed to educating our team, growing as a firm, and taking intentional actions related to inclusion and belonging. We strive to be active participants of change in and outside our industry.

The base salary range for this position is $85,000-$105,000. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

Paid Time Off

• Generous PTO with optional rollover
• Personal/Sick Time
• 10 Holidays with additional half days off for specific holidays throughout the year
• Summer Perks
• Bereavement Time -inclusive time off for a loved one, unborn child, or pet.
• Employer Paid Parental, Personal and Family leaves.
• Professional Development Day for eligible exams

Work Life Convenience Benefits

• Exclusive Wellness Benefit Programs from VirginPulse, Care.com, Torchlight, Real Appeal, Peloton and more
• KindBody - Family & Fertility Assistance
• Wellness Reimbursement Program
• Professional Development Designation reimbursement
• Employee Referral Program
• Employee Resource Groups, Mentorship Program & New Hire Cohort
• 401K Plan with company match
• Cell Phone Reimbursement Program