Client Success Manager

Definiti LLC

Manager of Client Success at Definiti leading and developing a team of Client Success Managers. Ensuring high-quality client service, retention, and operational efficiency for a retirement services company.

Posted 6/16/2026full-timeRemote • Pennsylvania • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Lead, mentor, and coach a team of CSMs
Establish clear performance expectations, KPIs, and development plans
Conduct regular 1:1s, performance reviews, and career progression planning
Foster a culture of accountability, collaboration, and client-centric thinking
Support onboarding and training of new CSM team members
Oversee client portfolios to ensure high-quality service delivery and client satisfaction
Act as an escalation point for complex or at-risk client relationships
Partner with CSMs on strategic accounts to drive retention and growth opportunities
Monitor client health metrics and proactively address risks
Ensure consistent execution of client engagement strategies and service models
Establish standard processes, workflows, and best practices across the CSM team
Partner with leadership to implement process improvements and efficiencies (e.g., CRM usage, reporting, playbooks)
Drive adoption of tools and systems that support scalability
Analyze trends and provide insights to leadership
Deliver regular reporting on team performance and client health
Partner with Sales, Operations, Service teams, and Leadership to ensure seamless client experience
Provide feedback loops on client needs, product/service gaps, and process improvements
Support strategic initiatives such as service model enhancements, onboarding improvements, and scaling efforts

Requirements

What you’ll need

High school diploma or GED Required
5+ years of experience in client service, customer success, account management, or a related client-facing function in the retirement industry
2+ years of people leadership experience, including direct management of individuals in compliance/administration or client-facing roles and responsibility for coaching, performance management, and development planning
Demonstrated success leading teams responsible for client retention, portfolio health, service delivery, and escalation management
Experience establishing performance expectations, using metrics and reporting to drive accountability, and implementing process improvements that support scale and consistency
In depth knowledge of the retirement plan industry, ASPPA/NIPA designations preferred or willingness to obtain within 1 year of hire

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

performance managementclient retentionportfolio healthservice deliveryescalation managementprocess improvementsmetrics and reportingcoachingdevelopment planning

Soft Skills

leadershipmentoringcollaborationclient-centric thinkingaccountabilitycommunicationstrategic thinkingproblem-solving

Certifications

ASPPA designationNIPA designation