Retirement Client Relationship Manager
You serve as the primary relationship manager for B2B and SMB plan sponsors. You manage inbound inquiries, proactively contact at-risk accounts, develop retention strategies, resolve complex issues, collaborate across functions, turn customer feedback into product insights, use AI tools to improve efficiency, and maintain accurate CRM records.
Responsibilities
- Serve as the primary point of contact for B2B and SMB plan sponsors
- Manage inbound inquiries by email and phone
- Identify at-risk customers and develop customized retention strategies
- Triage, troubleshoot, and resolve customer issues end-to-end
- Escalate technical bugs to Engineering with documented tickets
- Collaborate with Sales, Product, Engineering, and Operations
- Translate customer interactions into actionable product insights
- Use AI tools to summarize case history, draft communications, and identify ticket trends
- Maintain accurate client interaction logs and CRM data
Requirements
- 3+ years of experience in customer success, account management, relationship management, or a related client-facing role
- Retention conversation management
- Analytical skills
- Written communication
- Verbal communication
- Customer support platforms
- CRM
- Zendesk
- Gong
- Salesforce
- Retirement experience
- Fintech experience
- 401(k) plans
- Financial products
Benefits
- Equity in the form of RSUs