Relationship Manager

What You’ll Do

• Bring fresh ideas to the table—we’re all about innovation and continuous improvement.
• Collaborate with cross-functional teams (we love a good brainstorm).
• Own an assigned book of business, serving as the primary client partner.
• Drive >99% net revenue retention through proactive engagement and risk management.
• Build strong partnerships and develop advocate clients (e.g., references, case studies).
• Align programs to client goals and drive product adoption and expansion opportunities.
• Lead structured client interactions (QBRs, renewals, key lifecycle events).
• Ensure clients understand and effectively leverage ThrivePass solutions.
• Maintain clear visibility into client activity, goals, and risks within CRM.
• Coordinate and execute lifecycle events (implementations, renewals, annual enrollment).
• Track commitments and ensure accountability across stakeholders.
• Orchestrate internal teams to deliver consistent, high-quality client outcomes.
• Escalate issues with clarity, urgency, and actionable recommendations.
• Partner with Product and Leadership to translate client insights into improvements.
• Lead remediation efforts to resolve service gaps and restore client confidence.
• Identify efficiencies and improvement opportunities for clients and internal processes.
• Surface trends and insights that inform product, service, and strategy decisions.

What You Bring

• A drive to innovate in employee benefits and make complex processes feel effortless.
• A team-first attitude—we thrive when we collaborate.
• Accountability – you set clear expectations and you follow through.
• Owns outcomes end-to-end, not just relationships.
• Anticipates and addresses risks before they escalate.
• Bridges gaps between client needs and actionable solutions.

Must Haves

• Bachelor’s degree or equivalent experience.
• 3-5 years in relationship/account management (or similar client-facing role).
• Proven ability to manage client relationships that drive retention outcomes.
• Strong cross-functional coordination and execution skills.
• Proficiency using CRM tools to manage and track client activity.
• Ability to translate client needs to actionable solutions.

Nice to Have

• Comfortable engaging with senior stakeholders and leading more complex client conversations.
• Experience running structured meetings (e.g., QBRs, workgroups).
• Naturally identifies opportunities to enhance process or client experience.