Client Success Manager

About the role

The Client Success Manager will serve as a key contact for our clients, overseeing the successful implementation and ongoing management of leave and disability programs. This role involves building and nurturing strong client relationships, providing strategic guidance, and ensuring that client needs are met with the highest standards of service. The ideal candidate will demonstrate excellent communication skills, a proactive approach to problem-solving, and a deep understanding of federal and state leave laws. This position requires a confident, organized, and detail-oriented professional capable of working independently in a fast-paced environment while collaborating effectively with internal teams. The Client Success Manager will also play a vital role in process improvement, client education, and supporting company growth initiatives.

Responsibilities

• Proactively drive strategy with internal stakeholders to ensure high client satisfaction and develop sustainable processes and policies
• Nurture client relationships from implementation through ongoing partnership, acting as a trusted advisor
• Lead client management and implementation calls, ensuring all action items are addressed and resolved
• Recommend best practices on client policies and processes utilizing benchmarking data
• Work collaboratively with internal teams to resolve escalations, including challenging conversations and issue resolution
• Present to clients with professionalism, clarity, and expertise to build confidence and trust in The Larkin Company
• Investigate scope-creep or change requests, strategizing with internal teams to realign program scope and pricing as needed
• Serve as the main point of contact and project manager during implementation and ongoing relationships, ensuring alignment and success
• Deliver management reports and perform analysis of client programs
• Prepare and review service agreement amendments, facilitating review processes and contract negotiations
• Prioritize internal and external tasks, ensuring timely responses to client inquiries
• Draft and review client-facing communications and approve all client correspondence
• Manage implementation schedules, reorganize tasks, and present deliverables such as leave packets and process flows
• Oversee data feed integration and testing, ensuring compliance with security protocols
• Assess readiness for program transition from implementation to operational status, securing consensus from clients and teams
• Mentor and train Coordinators as needed to support team development
• Perform