Client Success Manager III – Retirement Plans

Definiti LLC

Client Success Manager overseeing client success activities for complex clients at Definiti. Ensuring project deadlines, client satisfaction, and collaborating with internal teams in retirement services.

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 if 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
Lead POD-level coordination and continuity of client experience
Coach and mentor CSMs across PODs
Identify service gaps and process improvements
Partner closely with Sales, Operations, and Leadership on retention strategies

Requirements

What you’ll need

High School Diploma or GED required
Bachelor's degree preferred
Minimum of 5 years of experience in the retirement plan administration industry
Broad knowledge of the retirement plan industry; ASPPA QKA designation or NIPA equivalent preferred
Minimum of 5 years of experience in a client-facing customer support role

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

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

5500 filingsForm 5330 filingsdocument signaturesamendment signaturesproject monitoringdata collectionrecordkeeping platformsclient serviceretirement plan administrationcross-selling

Soft Skills

client satisfactioncommunicationcollaborationproblem-solvingcoachingmentoringproactive engagementprocess improvementleadershiporganizational skills

Certifications

ASPPA QKA designationNIPA equivalent