Client Success Manager II – Retirement Plans

Definiti LLC

Client Success Manager overseeing client success activities for retirement plans at Definiti. Managing project timelines, client communications, and ensuring client satisfaction for complex plans.

Posted 5/22/2026full-timeRemote • North Carolina • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Key point of contact for clients and advisors, ensuring client satisfaction and retention of their book of business.
Responsible for following up with clients on year-end data collection, 5500 filings, lost earnings, deposits for submission, Form 5330 filings, document and amendment signatures, service agreement signatures, and other outstanding annual requirements.
Monitor and report on project status, missed deadlines, and outstanding tasks using PensionPro and other reporting tools.
Ensure timely and professional responses to client communications, follow up on escalations and unresolved inquiries, assist clients in understanding fiduciary responsibility and keeping them informed of regulatory and legislative updates, and collaborate with Retirement Plan Consultants (RPCs) on plan amendments as needed.
Assist in the cross-selling of complimentary Definiti services.
Coordinate with RPCs to verify project launches and task handoffs, and maintain oversight of plan wrap-up activities.
Assist with implementation and conversion processes in partnership with New Business Implementation (NBI) by collaborating with NBI and other teams as needed.
Assist, as needed, with updating recordkeeping platforms and other tasks associated with client service.
Lead annual client reviews and meetings, providing proactive engagement and support for document-related issues.
Maintain accurate documentation and records for compliance and audit purposes.
Work in conjunction with all departments across Definiti to ensure client and advisor satisfaction and exceed retention goals.
Identify and engage with high-risk clients to mitigate any controllable client losses.
Contribute to the ongoing development and refinement of Client Success Manager processes and best practices.
Play an active role in POD effectiveness and client retention.
Mitigate risk and client issues by anticipating and identifying issues before escalation.

Requirements

What you’ll need

High School Diploma or GED required
Bachelor's degree preferred
Minimum of 4 years of experience in the retirement plan administration industry
Broad knowledge of the retirement plan industry, with willingness to obtain ASPPA QKA/QKS designation or NIPA equivalent within 1 year of hire
Minimum of 4 years of experience in a client-facing customer support role
Strong organizational and project management skills
Excellent written and verbal communication and client service abilities
Proficiency with PensionPro or similar TPA management software
Ability to work collaboratively across teams and adapt to evolving processes
Demonstrates time management skills to meet deadlines and maintain project timelines
Demonstrates exceptional attention to detail and highly developed organizational skills
Possesses strong analytical skills to assess situations, provide effective solutions, and reconcile discrepancies
Demonstrates improved client retention and reduced escalations
Demonstrates status as a trusted advisor with clients
Strong peer and cross-functional influence

Benefits

Comp & perks

A virtual-first work philosophy for most jobs
401(k) with up to 4% match
Flexible PTO allows you to take the time you need for wellness, vacations, and personal matters. We foster a trusting environment where employees manage their workloads responsibly. Time off doesn’t accrue.
12 paid holidays, 2 paid floating holidays, and your birthday is a holiday
Paid Parental Leave
A variety of medical, dental and vision plan options including Definiti subsidized premiums
Company-paid life insurance and short-term disability insurance
Bonus plan eligibility

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

retirement plan administrationproject managementdata collection5500 filingsForm 5330 filingsdocument managementclient retention strategiesanalytical skillstime managementorganizational skills

Soft Skills

client servicecommunicationcollaborationproblem-solvingattention to detailadaptabilityinfluenceproactive engagementtrustworthinesscross-functional teamwork

Certifications

ASPPA QKAASPPA QKSNIPA equivalent