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Human Interest is a high-growth fintech company on a mission to democratize retirement savings for small and medium-sized businesses. Backed by major investors including BlackRock, SoftBank, and TPG, the company has raised approximately $500 million to date and is transforming how SMBs offer 401(k) and retirement plans to their employees.
As Manager of Client Relationship Management, you will lead a team of relationship managers responsible for delivering exceptional service to Human Interest's highest-value clients and plan sponsors. You'll own the strategic account management function, ensuring that critical client needs are met with innovative solutions and expedited support.
Key responsibilities include:
- Defining and communicating service delivery strategies for high-visibility plan sponsors to ensure exceptional experiences for top-revenue clients
- Translating customer objectives into team strategies that maximize plan value and reduce administrative burdens
- Overseeing account manager engagement to ensure timely, effective communication and appropriate negotiation of client priorities
- Cultivating cross-functional internal relationships to serve as a strategic escalation point for complex issues
- Managing team caseloads and performance with focus on retention and anticipating client needs
- Resolving systemic operational issues to improve overall client experience
- Governing compliance with Service Level Agreements (SLAs) for timely service delivery
- Driving operational excellence by optimizing processes and tools that empower the team
You bring 3+ years of customer-facing leadership experience managing high-performing teams and resolving complex escalations, plus 5+ years in the retirement industry with deep knowledge of 401(k)/403(b) plan functions. You hold or commit to obtaining QKA or QKS certification within 30 days. You excel at leading and mentoring in fast-paced environments, navigating complex tools autonomously, managing multiple high-visibility projects, and communicating with confidence across all organizational levels. You remain composed under pressure while demonstrating empathy for both customers and employees.
