5-7 years of experience in customer success or account management, with a focus on fintech, benefits, or retirement sectors.
Proficiency in creating scalable programs from previously high-touch client interactions.
Experience leveraging AI and automation to maximize client engagement without increasing headcount.
Familiarity with the needs of 401(k) administrators and participants or a quick learning ability in this area.
History of driving client engagement, adoption, and retention effectively across multiple accounts.
Strong ability to conduct executive quarterly business reviews and manage diverse stakeholders.
Responsibilities
Manage client relationships post-launch, acting as a trusted advisor and advocate.
Design and implement programmatic systems and AI tools to enhance customer success.
Conduct quarterly business reviews to boost client engagement and maintain plan health.
Provide ongoing education to clients and employees on new features and offerings.
Translate client feedback into actionable insights for product development and improvement.
Support the escalation process with client support teams while improving scalable solutions.
Benefits
Collaborative work environment in an office setting in Tribeca, NYC, requiring five days a week onsite work.
Opportunity to work in a fast-paced, evolving industry with a focus on impactful solutions.
Engagement in meaningful work addressing significant social challenges with innovative solutions.
Full Job Description
You will
Own the ongoing client relationship after launch, serving as trusted advisor to administrators and champion for participants
Design and help build the programmatic systems, automation, and AI-powered tooling that scale customer success to many clients without scaling headcount
Run quarterly business reviews and drive engagement programs that lift participation and keep plans healthy
Deliver continued education to administrators and employees as new features and offerings roll out
Turn client feedback into prioritized signal for product, and work to iterate on the admin and participant experience
Assist the support team on escalations and help build the systems that let support scale
Required Competencies
Proven customer success or account management experience owning a book of clients, ideally in fintech, benefits, or retirement
A systems builder who has turned high-touch, manual client work into repeatable, scalable programs
A leverage mindset, using AI, automation, and tooling to scale impact rather than adding headcount
Working knowledge of 401(k) administration and what administrators and participants need, or the ability to ramp quickly
A track record of driving engagement, adoption, and retention across a book of clients
Comfort running executive quarterly business reviews and navigating multiple stakeholders
Preferred Competencies
Experience building operational tooling, automations, or AI-powered internal systems
Familiarity with retirement plan compliance and ERISA concepts
Background in employee benefits, HR technology, or financial wellness
Experience in fintech or early-stage technology companies
Cultural Fit
Passionate about solving big social problems with pragmatic solutions
Aptitude for complexity and curiosity for financial markets
Believes in building leverage, using AI and automation to scale impact as the company grows rather than defaulting to headcount
Enjoys learning new tools and selecting the right one for each job
Adaptable and open to contributing across the operation as the team evolves
Autonomous, high agency, accountable, and thrives in a fast-paced environment
Strong collaboration and communication skills, working effectively in cross-functional teams
Excited to be part of an in-office team, working five days per week from our Tribeca, NYC office
