Senior Manager of Relationship Management, Human Interest

• 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 a 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 their 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 a 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) to automate workflows
• 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

Desirable

• The Senior Manager of Client Relationship Management at Human Interest plays a critical role in driving client success and retention while leading a team of managers of Client Relationship Managers
• Reporting to the Director of Relationship Management, this position combines hands-on account management expertise with people leadership to execute our account management strategy and ensure clients maximize value from our retirement savings platform
• Key responsibilities include coaching and developing team members, executing account management frameworks, and serving as an escalation point for complex client situations
• The role emphasizes a proactive approach to client success, using data-driven insights to drive retention and expansion while maintaining exceptional client experiences
• This position is perfect 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
• The Client Relationship Management team at Human Interest sits at the intersection of customer success, product adoption, and revenue growth
• As the voice of our clients internally and the face of our company externally, this team of relationship builders ensures that our clients receive exceptional value from our retirement platform
• Operating with a consultative approach, they help employers and their employees maximize the benefits of our 401(k) solutions while driving retention and expansion
• The team prides itself on turning complex retirement concepts into accessible solutions and building long-term partnerships with our diverse client base
• As we continue to scale, we're looking for a strategic leader who can maintain our high-touch service model while implementing the systems and processes needed to support our ambitious growth goals
• Lead and develop a team of managers, providing coaching, mentorship, and performance management
• Execute account management strategies and processes developed by the Director 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 to ensure team success
• Serve as an escalation point for complex client issues and challenging account situations
• Collaborate with cross-functional teams including Sales, Onboarding, Product, and Operations to resolve client needs
• Support the implementation of new tools, processes, and methodologies across the account management function
• Participate in strategic planning and contribute insights on team capacity, client trends, and process improvements
• Own relationships with key enterprise accounts and model best practices for the team
• Drive client success plans that align with both client objectives and company revenue goals
• Assist in developing team documentation, training materials, and standard operating procedures
• Promote customer satisfaction through effective and timely service delivery, always ensuring that every aspect of the issue is permanently resolved
• Perform other job-related duties and special projects as required
• Human Interest is tackling one of our country's biggest challenges - closing the retirement gap
• You'll be instrumental in architecting and scaling solutions that bring financial security to employees at small and medium-sized businesses nationwide
• We’ve made significant progress, but there is still growth ahead, offering you a unique opportunity to solve complex problems, drive innovation, and advance your career alongside a dedicated, mission-driven team
• We value hard work and recognize that our team's contributions are key to our continued success