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Salary: USD 125,000 - 145,000 / annual
Human Interest is a high-growth fintech company on a mission to make retirement benefits accessible and affordable for small and medium-sized businesses. The company has raised approximately $500 million from top-tier investors including BlackRock, TPG (The Rise Fund), SoftBank, and others.
The Senior Manager of Client Relationship Management plays a critical role in driving client success and retention while leading a team of managers overseeing Client Relationship Managers. Reporting to the Director of Relationship Management, this position combines hands-on account management expertise with people leadership to execute the account management strategy and ensure clients maximize value from the retirement savings platform.
Key responsibilities include:
- Lead and develop a team of managers, providing coaching, mentorship, and performance management
- Execute account management strategies and processes to drive retention and expansion
- Monitor team performance against KPIs including retention rates, expansion revenue, and client satisfaction scores
- Conduct regular one-on-ones, team meetings, and performance reviews
- Serve as an escalation point for complex client issues and challenging account situations
- Collaborate with cross-functional teams including Sales, Onboarding, Product, and Operations
- Support implementation of new tools, processes, and methodologies
- Participate in strategic planning and contribute insights on team capacity and process improvements
- Own relationships with key enterprise accounts and model best practices
- Drive client success plans aligned with both client objectives and company revenue goals
- Assist in developing team documentation, training materials, and standard operating procedures
The Client Relationship Management team sits at the intersection of customer success, product adoption, and revenue growth. Operating with a consultative approach, they help employers and their employees maximize the benefits of 401(k) solutions while driving retention and expansion. The role emphasizes a proactive approach to client success using data-driven insights while maintaining exceptional client experiences.
This is an ideal opportunity for an experienced people leader who thrives in a fast-paced environment and is passionate about helping businesses provide better retirement benefits to their employees.
REQUIREMENTS:
- 6+ years of experience in account management, 401(k) relationship management, customer success, or client-facing roles
- 5+ years of people management experience with a track record of developing high-performing teams
- Extreme Ownership Culture: Highly accountable mindset with proven history of taking total responsibility for client outcomes, driving cross-team solutions, and seeing issues through to resolution
- Customer Obsession: Unwavering commitment to understanding client goals, anticipating needs, and delivering exceptional experiences
- Analytical & Root-Cause Mindset: Strong capability to analyze data, identify operational trends, diagnose complex client issues, and implement scalable improvements
- Cross-Functional Influence: Outstanding communication and negotiation skills with demonstrated ability to influence Product, Engineering, Sales, and Support teams without direct authority
- Tech & Process Savvy: Comfortable navigating product ecosystems, advocating for technical enhancements, and leveraging modern CRM/CS platforms (e.g., Salesforce, Gainsight, HubSpot)
- Proven ability to drive client retention and satisfaction in a SaaS or technology environment
- Strong coaching and mentorship skills with experience managing individual and team performance
NICE TO HAVE:
- Experience in financial services, fintech, or benefits administration
- Track record of successfully managing enterprise-level client relationships
- Experience with workforce management and capacity planning
- Knowledge of 401(k) account management methodologies and best practices
- Experience with AI tools focused on customer success platforms
