[Hiring] Client Service Manager @Self Bill Pro

Role Description

We are seeking a Client Service Manager (CSM) with employee benefits experience to be the primary point of contact and relationship owner for a dedicated portfolio of clients. This is an individual contributor role reporting to the Manager of Client Services, not a people-leadership position. This is a client-facing role: fielding inbound inquiries, running proactive touchpoints across the client lifecycle, and owning the overall health of each relationship. This is a remote position.

Key Responsibilities

• Relationship Ownership & Client Success
  • Serve as the main point of contact and relationship owner for a portfolio of clients.
  • Build and maintain relationships with key client stakeholders, benefit administrators, brokers, and benefit carriers.
  • Run proactive touchpoints across the client lifecycle (post-onboarding check-ins, periodic health checks, pre-renewal outreach), adapting cadence and communication style (call vs. email) to each client.
  • Keep brokers looped into client communications and maintain the broker relationship directly.
  • Own the controllable retention rate for your book of business.
• Client-Facing Support & Advocacy
  • Own inbound client inquiries end-to-end — billing questions, benefit invoice issues, and general account concerns — through to full resolution.
  • Explain how benefit changes and data flow into billing so clients understand the invoice, not just the answer.
  • Partner with cross-functional internal teams to resolve billing and benefit-related issues.
  • Interface directly with reps from benefit administration platforms and insurance carriers to execute data or account updates.
  • When an issue can't be solved directly, guide the client to the right resource and follow up to confirm resolution.
• Invoicing Accuracy & Data Auditing
  • Create and deliver precise, on-time benefit invoices every month through meticulous preparation and rigorous review.
  • Coordinate daily with Client Services Administrative Specialists (CSAS) who assist with invoice creation, ensuring they understand each account and are meeting expectations on every invoice.
  • Regularly audit data between systems (e.g., carrier, payroll/HRIS, and billing platforms) to confirm accuracy and consistency.
  • Identify and find the root cause of enrollment, date, premium, and coverage discrepancies.
  • Correct discrepancies and follow up with the relevant system or party to prevent recurrence.
  • Provide training and guidance to clients on billing procedures and benefit plan details as needed.
• Renewal & Account Management
  • Lead clients through the annual renewal process, managing billing changes and the transition.
  • Monitor account health and flag early warning signs — slow responses, unresolved questions, disengaged brokers or carriers.
  • Identify and surface opportunities for process improvements in billing and account management.

Qualifications

• Bachelor's degree and 3+ years of experience in employee benefits account management, client success, or a client-facing relationship management role, or 7+ years of relevant experience.
• Customer-centric mindset with strong relationship-building and interpersonal skills.
• Comfortable initiating proactive outreach and scheduling calls rather than defaulting to email.
• Ability to manage a portfolio of complex client accounts, including hands-on billing issue resolution.
• Familiarity with 834 and LDEx EDI files.
• Strong analytical acumen; comfort with data analysis and manipulation, particularly in Microsoft Excel.
• Excellent verbal and written communication skills.
• Proficient with Microsoft Office Suite, project management tools, and CRM systems.
• Strong organizational skills and attention to detail; able to work independently and collaboratively in a fast-paced startup environment.

Benefits

• Join a collaborative, ambitious team using smart, scalable technology to modernize benefits billing.
• Encouragement for motivated relationship-builders to apply!

Work Model

• Remote

Employment Type

• Full-Time, Permanent

Category

• Information Technology

Required Education

• Bachelors Degree

Required Experience

• Experienced

Salary Range

• $80,000-$90,000 annually