Client Success Manager

🔥 0 minutes ago

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Definiti LLC

WebsiteLinkedInAll Job Openings

201 - 500 employees

💸 Finance

🤝 B2B

🏢 Enterprise

Finance • B2B • Enterprise

Definiti LLC is a company specialized in providing comprehensive retirement plan solutions and services aimed at employers and financial advisors. They offer a range of services including 401(k) plan management, cash balance plans, actuarial services, and compliant plan recordkeeping solutions. Definiti positions itself as an expert in simplifying the complexities associated with workplace retirement plans, ensuring compliance and delivering customized solutions that fit businesses of varying sizes. The company is keen on providing top-notch pension administration services and building financial security for employees.

📋 Description

• Lead, mentor, and coach a team of CSMs • Establish clear performance expectations, KPIs, and development plans • Conduct regular 1:1s, performance reviews, and career progression planning • Foster a culture of accountability, collaboration, and client-centric thinking • Support onboarding and training of new CSM team members • Oversee client portfolios to ensure high-quality service delivery and client satisfaction • Act as an escalation point for complex or at-risk client relationships • Partner with CSMs on strategic accounts to drive retention and growth opportunities • Monitor client health metrics and proactively address risks • Ensure consistent execution of client engagement strategies and service models • Establish standard processes, workflows, and best practices across the CSM team • Partner with leadership to implement process improvements and efficiencies (e.g., CRM usage, reporting, playbooks) • Drive adoption of tools and systems that support scalability • Analyze trends and provide insights to leadership • Deliver regular reporting on team performance and client health • Partner with Sales, Operations, Service teams, and Leadership to ensure seamless client experience • Provide feedback loops on client needs, product/service gaps, and process improvements • Support strategic initiatives such as service model enhancements, onboarding improvements, and scaling efforts

🎯 Requirements

• High school diploma or GED Required • 5+ years of experience in client service, customer success, account management, or a related client-facing function in the retirement industry • 2+ years of people leadership experience, including direct management of individuals in compliance/administration or client-facing roles and responsibility for coaching, performance management, and development planning • Demonstrated success leading teams responsible for client retention, portfolio health, service delivery, and escalation management • Experience establishing performance expectations, using metrics and reporting to drive accountability, and implementing process improvements that support scale and consistency • In depth knowledge of the retirement plan industry, ASPPA/NIPA designations preferred or willingness to obtain within 1 year of hire

🏖️ Benefits

• A virtual-first work philosophy for most jobs • 401(k) with up to 4% match • Flexible PTO allows you to take the time you need for wellness, vacations, and personal matters. We foster a trusting environment where employees manage their workloads responsibly. Time off doesn’t accrue. • 12 paid holidays, 2 paid floating holidays, and your birthday is a holiday • Paid Parental Leave • A variety of medical, dental and vision plan options including Definiti subsidized premiums • Company-paid life insurance and short-term disability insurance • Bonus plan eligibility