About the role

The Senior Manager of Client Relationship Management at Human Interest plays a critical role in driving client success and retention while leading a team of managers of Client Relationship Managers. Reporting to the Director of Relationship Management, this position combines hands-on account management expertise with people leadership to execute our account management strategy and ensure clients maximize value from our retirement savings platform. Key responsibilities include coaching and developing team members, executing account management frameworks, and serving as an escalation point for complex client situations. The role emphasizes a proactive approach to client success, using data-driven insights to drive retention and expansion while maintaining exceptional client experiences. This position is perfect for an experienced people leader who thrives in a fast-paced environment and is passionate about helping businesses provide better retirement benefits to their employees.

About the team

The Client Relationship Management team at Human Interest sits at the intersection of customer success, product adoption, and revenue growth. As the voice of our clients internally and the face of our company externally, this team of relationship builders ensures that our clients receive exceptional value from our retirement platform. Operating with a consultative approach, they help employers and their employees maximize the benefits of our 401(k) solutions while driving retention and expansion. The team prides itself on turning complex retirement concepts into accessible solutions and building long-term partnerships with our diverse client base. As we continue to scale, we're looking for a strategic leader who can maintain our high-touch service model while implementing the systems and processes needed to support our ambitious growth goals.

What you get to do every day

• Lead and develop a team of managers, providing coaching, mentorship, and performance management
• Execute account management strategies and processes developed by the Director to drive retention and expansion
• Monitor team performance against KPIs including retention rates, expansion revenue, and client satisfaction scores
• Conduct regular one-on-ones, team meetings, and performance reviews to ensure team success
• Serve as an escalation point for complex client issues and challenging account situations
• Collaborate with cross-functional teams including Sales, Onboarding, Product, and Operations to resolve client needs
• Support the implementation of new tools, processes, and methodologies across the account management function
• Participate in strategic planning and contribute insights on team capacity, client trends, and process improvements
• Own relationships with key enterprise accounts and model best practices for the team
• Drive client success plans that align with both client objectives and company revenue goals
• Assist in developing team documentation, training materials, and standard operating procedures
• Promote customer satisfaction through effective and timely service delivery, always ensuring that every aspect of the issue is permanently resolved.
• Perform other job-related duties and special projects as required.

What you bring to the role

• 6+ years of experience in account management, 401(k) relationship management, customer success, or client-facing roles
• 5+ years of people management experience with a track record of developing high-performing teams
• Extreme Ownership Culture: Highly accountable mindset with a proven history of taking total responsibility for client outcomes, driving cross-team solutions, and seeing issues through to resolution.
• Customer Obsession: Unwavering commitment to understanding client goals, anticipating their needs, and delivering exceptional experiences.
• Analytical & Root-Cause Mindset: Strong capability to analyze data, identify operational trends, diagnose complex client issues, and implement scalable improvements.
• Cross-Functional Influence: Outstanding communication and negotiation skills with a demonstrated ability to influence Product, Engineering, Sales, and Support teams without direct authority.
• Tech & Process Savvy: Comfortable navigating product ecosystems, advocating for technical enhancements, and leveraging modern CRM/CS platforms (e.g., Salesforce, Gainsight, HubSpot) to automate workflows.
• Proven ability to drive client retention and satisfaction in a SaaS or technology environment
• Strong coaching and mentorship skills with experience managing individual and team performance

Nice to have

• Experience in financial services, fintech, or benefits administration
• Track record of successfully managing enterprise-level client relationships
• Experience with workforce management and capacity planning
• Knowledge of 401(k) account management methodologies and best practices
• Experience with AI tools with a focus in customer success platforms

Compensation - At Human Interest, a number of factors determine pay ranges, including local market cost of labor across the U.S. Base salaries for this position range from $125,000 to $145,000 annually, paired with an annual 10% discretionary variable incentive that pays out quarterly. This brings total annual On-Target Earnings (OTE) to $137,500 - $159,500. This represents the minimum in our lowest geographic region to a maximum in our highest geographic region.The salary we offer to a new employee within this range is based on their location within the U.S., their relevant job-related skills, and experience. All of our employees are offered a robust suite of physical, financial, and mental wellness benefits. In compliance with applicable laws, we do not inquire about salary history, or about criminal history prior to a conditional offer of employment.

Benefits -

• A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees
• Top-of-the-line health plans, as well as dental and vision insurance
• Competitive time off and parental leave
• Addition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
• Lyra: Enhanced Mental Health Support for Employees and dependents
• Carrot: Fertility healthcare and family forming benefits
• Candidly: Student loan resource to help you and your family plan, borrow, and repay student debt
• Monthly work-from-home stipend; quarterly lifestyle stipend
• Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.