[Hiring] Manager of Client Success @DEFINITI LLC

Role Description

The Manager of Client Success is responsible for leading, developing, and scaling a team of Client Success Managers (CSMs) to deliver exceptional client outcomes, retain current clients, and grow their books of business through relationship management. This role combines people leadership, operational oversight, and strategic client management to ensure consistent service delivery and alignment with organizational goals.

Primary Duties and Responsibilities

• 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

Qualifications

• Strong leadership and coaching abilities
• Exceptional communication and relationship management skills
• Collaborative and transparent communicator
• Strategic thinking with a focus on client outcomes and retention
• Ability to manage multiple priorities in a fast-paced environment
• Ability to manage staff located in remote locations
• Analytical mindset with experience interpreting performance data
• Process-oriented with a focus on continuous improvement

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

Remote Working Requirements

• Ability to build rapport with others remotely while working productively with limited in-person interaction
• Have access to a reliable and consistently strong, high-speed internet connection suitable for remote work
• Designate a quiet, and well-lit space free of as many distractions as possible
• Be online and available to work during designated business hours in local time zone
• Accustomed to using Microsoft Teams (or similar virtual-meeting applications) to meet with colleagues regularly on video and use the chat feature for quick communications
• Accustomed with file-storage and file-sharing tools such as Microsoft SharePoint

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
• 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