Success Advocate Manager

About the role

401GO is a fintech start-up focused on helping Americans prepare for retirement. The Success Advocate Manager role involves serving as the long-term relationship owner for a portfolio of active 401(k) plans, acting as a trusted advisor to plan sponsors and partners, and ensuring exceptional service throughout the retirement plan journey.

Responsibilities

• Serve as the primary point of contact and trusted advisor for a portfolio of active 401(k) plans following implementation handoff.
• Conduct proactive plan health reviews and client check-ins to ensure plans remain healthy, compliant, and positioned for growth.
• Monitor plan health indicators including payroll activity, participation rates, contribution accuracy, compliance deadlines, and overall client engagement.
• Build strong relationships with plan sponsors, administrators, financial advisors, and key stakeholders.
• Identify and address potential risks including late payrolls, compliance concerns, low participation rates, plan design issues, and retention risks.
• Coordinate client-facing communications related to compliance testing, plan provisions, participation, plan amendments, audits, and year-end processes.
• Manage payroll discrepancy communications and work closely with internal teams to ensure timely resolution while maintaining ownership of the client experience.
• Facilitate annual plan review conversations and recommend plan design enhancements such as auto-enrollment, auto-escalation, safe harbor provisions, and employer match strategies.
• Partner with financial advisors to provide plan health updates, participation insights, enrollment support, and growth opportunities.
• Identify opportunities to increase plan participation, grow assets under management, improve employee retirement readiness, and strengthen overall plan success.
• Serve as the voice of the client by sharing feedback, identifying trends, and helping improve the overall customer experience.
• Maintain accurate client records, communication history, and follow-up activities within company systems.

Requirements

• 4+ years of experience in client success, account management, relationship management, retirement services, or financial services.
• Strong relationship management skills with a proven ability to build trust and maintain long-term client partnerships.
• Exceptional organizational and time management skills with the ability to manage multiple priorities simultaneously.
• Experience working cross-functionally and coordinating efforts across multiple teams.
• Strong verbal and written communication skills with the ability to explain complex concepts clearly and confidently.
• Experience proactively identifying risks, solving problems, and driving positive client outcomes.
• Experience using CRM systems and client management platforms.
• Experience with 401(k) plans, retirement services, payroll systems, or financial services is preferred.

Qualifications

• Natural relationship builder – Develops trust with clients and becomes a valued advisor.
• Confident communicator – Simplifies complex retirement plan concepts and guides productive conversations.
• Highly organized – Manages a portfolio of plans, tracks multiple priorities, and ensures important details are handled.
• Proactive by nature – Identifies potential risks before they become problems and takes action before clients need to ask.
• Detail-driven – Ensures precision in retirement plan administration, compliance coordination, and client communications.
• Tech-savvy – Comfortable working across multiple systems and using tools to enhance the client experience.
• Growth-minded – Focuses on helping clients improve participation, increase retirement readiness, and maximize the value of their retirement plan.

Skills

• Knowledge of 401(k) plan design, contribution rules, vesting schedules, and retirement plan compliance.
• Familiarity with non-discrimination testing, profit sharing, and plan amendments.
• Experience working with financial advisors, payroll providers, HCM platforms, or retirement plan service providers.
• QKA designation or progress toward retirement industry certifications.
• Experience with productivity frameworks such as Getting Things Done (GTD) or similar organizational methodologies.

Benefits

At 401GO, you'll enjoy a standout 401(k) plan, generous stock options, flexible work environment, excellent benefits, and plenty of opportunities for professional growth.

Pay

Salary

Schedule

Full-time