Senior Client Success Manager, Employee Benefits

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🕒 May 6

🌽 Illinois – Remote

🌽 Illinois – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Independence Pet Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

👥 B2C

🧘 Wellness

Insurance • B2C • Wellness

Independence Pet Group is one of North America’s largest pet insurance and services organizations. The company supports insurance for more than 800,000 pets in the U. S. and Canada, with a mission to strengthen the bond between pets and their owners through innovative products and services. IPG offers a comprehensive range of underwriting options, turnkey partner solutions, and consumer-facing insurance products to support pets throughout their lives. The company is home to several insurance brands, providing vital support and services in the pet care industry.

📋 Description

• Monitor daily inventories/queues across Research & Resolution (R&R) and SIU; ensure staffing, prioritization, and workload balance align to volume and business risk • Works with internal partners to ensure a successful launch of the pet insurance employee benefit across various organizations. • Acts as a real-time post‑sale consultative partner to HR teams, Benefits Brokers, and Benefit Administration platforms to ensure a smooth rollout and ongoing benefit engagement. • Owns client‑level go‑to‑market (GTM) plan execution, partnering closely with Partner Marketing to align on agreed‑upon marketing priorities, coordinate campaigns, and support employee engagement and enrollment initiatives. • Builds and maintains strong, long‑lasting relationships with HR leaders, benefits brokers, and benefit technology partners to support successful benefit delivery and ongoing engagement. • Develops trusted advisor relationships with key accounts, customer stakeholders, and internal business units to support long-term client satisfaction and benefit adoption. • Coordinates ongoing benefit support including eligibility updates, enrollment changes, open enrollment planning, and employee engagement strategies. • Partners with brokers and HR teams to evaluate program performance, identify and execute opportunities for growth within existing partnerships, and ensure ongoing competitiveness. • Develops new business within existing client groups and identifies opportunities to expand participation and enrollment. • Serves as the lead point of contact for all client account management matters, including benefit questions, enrollment inquiries, and escalations. • Collaborates with Benefit Admin platforms and internal technical teams to support file feeds, enrollment connections, and successful benefit configuration. • Assists in onboarding new client groups, coordinating implementation timelines, training sessions, and rollout communications to ensure a seamless and consistent experience. • Supports renewal preparation by collaborating with brokers and HR teams, providing utilization insights, and ensuring timely retention activities. • Performs other duties and responsibilities as assigned.

🎯 Requirements

• 5 years relationship management, account management, or related experience, preferably within employee benefits, voluntary benefits, insurance, or HR-facing environments. • Associate’s Degree or equivalent work experience (One year of relevant experience is equivalent to one year of college) • Have and maintain a Property & Casualty License, or must obtain within 45 days of hire. • A client‑focused mindset with a passion for delivering an exceptional experience to HR teams, brokers, and employer groups • Strong relationship‑building skills and the ability to earn trust with diverse stakeholders • Clear and confident communication skills, with the ability to simplify complex benefit concepts for clients and internal partners • A proactive, solution‑oriented approach to identifying needs and resolving client issues

🏖️ Benefits

• Comprehensive full medical, dental and vision Insurance • Basic Life Insurance at no cost to the employee • Company paid short-term and long-term disability • 12 weeks of 100% paid Parental Leave • Health Savings Account (HSA) • Flexible Spending Accounts (FSA) • Retirement savings plan • Personal Paid Time Off • Paid holidays and company-wide Wellness Day off • Paid time off to volunteer at nonprofit organizations • Pet friendly office environment • Commuter Benefits • Group Pet Insurance • On the job training and skills development • Employee Assistance Program (EAP)