Senior Manager, Relationship Management

This is a Fully Remote Job About Our Client: Human Interest operates in the fintech industry, focusing on retirement benefits accessibility. The organization addresses the challenge that over half of working Americans do not save enough for retirement, often due to employers not offering retirement plans. By providing affordable retirement savings solutions for small and medium-sized businesses, the program facilitates financial independence through accessible retirement options. The organization has significant backing from major investors, supporting its growth and impact in transforming the retirement industry. About the Opportunity: The SENIOR MANAGER, RELATIONSHIP MANAGEMENT plays a pivotal role in client success and retention by leading a team of managers responsible for Client Relationship Management. Reporting to the Director of Relationship Management, this role combines direct account management expertise with leadership responsibilities to execute account management strategies that maximize client value from the retirement savings platform. The position emphasizes data-driven approaches to enhance retention and expansion while maintaining high-quality client experiences, contributing to the organization's growth and service excellence. Responsibilities: Lead and develop a team of managers through coaching, mentorship, and performance management Execute account management strategies and processes to drive retention and revenue growth Monitor team performance using KPIs like retention rates, expansion revenue, and client satisfaction Conduct regular one-on-one meetings, team sessions, and performance reviews Serve as an escalation point for complex client issues and challenging accounts Collaborate with Sales, Onboarding, Product, and Operations teams to address client needs Support implementation of new tools, processes, and methodologies in account management Participate in strategic planning and provide insights on team capacity, client trends, and process improvements Manage relationships with key enterprise accounts and model best practices Develop and drive client success plans aligned with client objectives and revenue goals Assist in creating team documentation, training materials, and standard operating procedures Ensure effective and timely resolution of client issues to promote satisfaction Perform other job-related duties and special projects as needed Requirements: Minimum 6 years of experience in account management, 401(k) relationship management, customer success, or client-facing roles At least 5 years of people management experience with demonstrated team development skills Proven accountability with a history of owning client outcomes and driving solutions Strong customer focus with commitment to understanding and meeting client goals Analytical skills to interpret data, identify trends, and implement improvements Excellent communication and negotiation skills capable of influencing cross-functional teams Proficiency with CRM and customer success platforms such as Salesforce, Gainsight, or HubSpot Proven success in driving client retention and satisfaction in SaaS or technology environments Strong coaching and mentorship capabilities Nice to have: Experience in financial services, fintech, or benefits administration Experience managing enterprise-level client relationships Knowledge of workforce management and capacity planning Familiarity with 401(k) account management best practices Experience with AI tools in customer success platforms Pay Range and Compensation Package: The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.