Future Opportunities: Retirement Client Relationship Manager

About the role

We're looking for a client advocate who puts customers first and thrives on solving complex problems. As a Client Relationship Manager, you'll be the go-to partner for our B2B/SMB plan sponsors, managing inbound inquiries, proactively reaching out to at-risk accounts, and driving retention through consultative, thoughtful service. You'll sit at the intersection of customer experience, product feedback, and cross-functional collaboration, making a visible impact on both client satisfaction and business outcomes. This role is ideal for someone who brings empathy and analytical rigor in equal measure.

Responsibilities

• Own the client relationship: Serve as the primary point of contact for B2B/SMB plan sponsors, managing inbound inquiries via email and phone with a strong emphasis on quality resolution and relationship continuity
• Drive retention proactively: Identify at-risk customers and develop customized save strategies — including pricing flexibility, service improvements, or product enhancements — to retain and strengthen accounts
• Resolve complex issues end-to-end: Triage, troubleshoot, and resolve customer issues, escalating technical bugs to Engineering with clear, well-documented tickets and following through to resolution
• Collaborate cross-functionally: Partner with Sales, Product, Engineering, and Operations to troubleshoot client issues and improve internal processes — serving as the voice of the customer in every room
• Turn feedback into insight: Translate customer interactions into actionable product insights, using data and patterns to proactively surface improvements and inform team decisions
• Leverage AI tools: Use AI-assisted tools to summarize case history, draft customer communications, and identify trends in ticket data to work more efficiently and deliver faster resolutions
• Maintain accurate records: Keep client interaction logs and CRM data up to date to ensure consistency, support team KPIs, and enable data-driven decision-making

Requirements

• 3+ years of experience in customer success, account management, relationship management, or a related client-facing role
• Demonstrated ability to manage retention conversations and develop creative solutions to keep customers — you know how to turn a difficult conversation into a win
• Strong analytical mindset: comfortable interpreting data, identifying trends, and using insights to guide decisions and improve outcomes
• Excellent written and verbal communication skills, with the ability to convey complex information clearly and empathetically to both customers and internal stakeholders
• Experience with customer support platforms and CRMs (e.g., Zendesk, Gong, Salesforce) and comfort learning new tools quickly
• Adaptable and calm under pressure — you adjust to shifting priorities without losing focus on quality or the customer experience
• Bonus: experience in retirement, fintech, or a startup environment; familiarity with 401(k) plans or financial products

Qualifications

• Passionate about helping small businesses succeed
• Ability to work independently and as part of a team
• Strong problem-solving and analytical skills
• Excellent interpersonal and communication skills
• Ability to prioritize tasks and manage multiple projects simultaneously

Skills

• Customer service and relationship management
• Problem-solving and analytical skills
• Effective communication and interpersonal skills
• Experience with customer support platforms and CRMs
• Ability to work collaboratively across departments
• Experience with AI tools and technologies

Benefits

• Competitive base pay
• Comprehensive benefits package
• Equity (RSUs)

Pay

• Commensurate with experience

Schedule

• TBD