Client Success Manager

About the Company

The Larkin Company is a highly experienced and successful leave and disability claims company known for providing a personal touch. We combine expert knowledge in leave and interactive process administration, and disability management with a friendly, supportive, and professional approach to customer service. Our commitment to an excellent customer experience is driven by a genuine passion for great service, as reflected in the feedback we receive from clients and their employees.

About the Team

Though we are not co-located, we are a highly collaborative, hardworking team with a people-centric focus. We balance a fulfilling client experience with interdepartmental needs in a refreshing, fun, and supportive work environment while maintaining high standards of quality, efficiency, and professionalism. The Customer Success team is responsible for business development, client implementations, and relationship management, aiming to build strong, long-term partnerships. We work closely with all other teams at The Larkin Company to support our clients and their evolving needs.

About the Role

The ideal candidate will demonstrate a passion for outstanding customer service, strong communication skills, organized work habits, and a detail-oriented mindset. They should thrive in a fast-paced, autonomous environment while contributing as a friendly, helpful, and valued team member. A desire to learn, strong research skills, and the ability to interpret and advise on employer policies, federal/state laws, and best practices related to leave, ADA accommodations, and claims management are essential. The role involves resolving escalations, advocating for client needs, collaborating with Operations, and participating in company activities and projects to drive growth.

Responsibilities

• Drive strategy with internal stakeholders to ensure high client satisfaction while creating sustainable processes and policies.
• Nurture client relationships from implementation through ongoing partnership as a trusted advisor, including on-site visits and lunches.
• Lead client management and implementation calls, ensuring all action items are resolved.
• Provide recommendations on best practices for client policies and processes using Larkin’s benchmarking data.
• Use sound judgment to resolve internal and external escalations, fostering stronger relationships through collaboration.
• Present to clients with preparation, strong communication, and expertise to build trust in The Larkin Company.
• Investigate program scope-creep or change requests, strategizing with internal stakeholders to realign scope and pricing.
• Serve as the main point of contact and project manager for cross-functional internal and external teams during implementation and ongoing partnerships.
• Deliver management reports and analysis of client programs.
• Prepare and review service agreement amendments, facilitating the review and negotiation process from start to finish.
• Prioritize tasks and initiatives, responding to client inquiries in a timely manner.
• Draft, review, and approve client-facing communications created by the Client Success Coordinator.
• Manage the implementation schedule, reorganize tasks to meet objectives, and present deliverables such as leave packets and process flows.
• Oversee data feed integration, manage testing in alignment with security protocols, and determine readiness for transition to program go-live.
• Mentor Coordinators and provide training as needed.
• Perform other duties as assigned to meet business needs.

Requirements

• A four-year college degree or professional certification in a related field (or equivalent combination of education and experience).
• At least 3 years of leave of absence administration or related experience, with knowledge of federal and state leave laws.
• Proven experience in successfully managing client relationships.
• Strong passion for providing excellent customer service.
• Willingness to learn and a positive attitude.
• Excellent organizational and quantitative skills.
• Proven verbal and written communication skills, including active listening and the ability to deliver clear, concise insights.
• Experience in presenting and adapting presentations as needed.
• Ability to manage work across multiple needs and deadlines with agility and flexibility.
• Strong follow-through, sound judgment, and professionalism.
• Excellent attention to detail and solution-driven problem-solving while upholding company values.
• Proficiency in MS Excel and MS Word.
• Ability to comprehend, edit, and use informational documents, including online resources and client policies.
• Ability to efficiently manage multiple projects and stay updated on changes in laws, policies, and procedures.
• Ability to communicate effectively and collaborate with vendors, team members, managers, and others regardless of team or level.
• Ability to travel as required.

Extensive training on FMLA, CFRA, CA PDL, ADAAA, FEHA, and other state laws pertaining to leave and ADA administration is provided during onboarding.

Pay

$70,000 - $107,640