Client Success Manager
About the role
We are seeking a proactive, relationship-focused Client Success Manager (CSM) to serve as a trusted advisor to our broker partners and employer groups. In this highly visible role, you will play a key part in retaining business, identifying growth opportunities, solving complex service issues, and delivering an exceptional client experience. As a strategic partner to brokers, sales leaders, and internal teams, you'll help strengthen relationships, expand coverage opportunities, and drive premium growth across an established block of voluntary benefits business.
Responsibilities
- Cultivate and Grow Key Relationships
- Serve as the primary point of contact for an assigned portfolio of broker relationships and employer groups.
- Build trusted partnerships through proactive communication, responsiveness, and outstanding service.
- Conduct broker and client meetings, both virtually and in person, to support retention and growth initiatives.
- Collaborate with Regional Marketing Directors and sales teams to strengthen broker relationships and improve client satisfaction.
- Drive Account Growth and Retention
- Identify opportunities to increase participation, expand coverage offerings, and grow premium within existing accounts.
- Develop and execute account strategies focused on retention, enrollment growth, and long-term client success.
- Monitor renewal activity and proactively address retention risks before they impact business.
- Analyze account performance data and recommend growth strategies tailored to each broker's business model.
- Deliver Strategic Client Support
- Prepare and review sales proposals to ensure accuracy, completeness, and alignment with company guidelines.
- Coordinate with internal teams to facilitate smooth implementation of plan changes and new coverage opportunities.
- Resolve broker service concerns and commission inquiries with professionalism and urgency.
- Serve as a resource and advocate for brokers by providing timely updates, solutions, and follow-through.
- Improve Processes and Operational Excellence
- Track account activity, renewals, service requests, and growth opportunities within business systems.
- Partner with operational teams to enhance workflows, improve service delivery, and strengthen the broker experience.
- Participate in projects and initiatives that support business growth, operational efficiency, and client satisfaction.
- Identify trends, risks, and opportunities that help drive continuous improvement.
About Armed Forces Benefit Association (AFBA) and 5Star Life
In 1947, AFBA emerged from the basement of the Pentagon to solve a critical need in support of the military. More than 75 years later, our commitment to those who serve and to solving their unique problems remains core to everything we do. Founded to provide military members with a death benefit no one else would, we continue to embrace our mission and deliver benefits tailored to the real-life needs of all who serve today, including active duty, National Guard, and first responders. Providing protection to those who go in harm’s way, we ensure survivor and other benefits are available to all who serve, defend, and protect our great nation, no matter what.
5Star Life Insurance Company was founded in service and carries that mission today by committing to serve those who serve, from underwriting benefits for military and first responder families to providing coverage to the employees that keep our communities running. Our commitment to our communities – rather than the bottom line – drives our business.
Benefits
- Health insurance (medical, dental, and vision)
- Flexible spending accounts (medical and dependent care)
- 401k plan with generous employer match
- Paid time off
- Paid holidays (12)
- Life insurance
- Short- and long-term disability insurance
- Employee assistance program
- Professional development & tuition reimbursement
- Career growth opportunities
- On-site gym and locker rooms (Alexandria, VA office only)
- Friendly, collaborative culture