Senior Manager, Relationship Management

About the role

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.

What you get to do every day

• 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.

What you bring to the role

• 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

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 with a focus in customer success platforms