Senior Manager of Relationship Management

Join Human Interest, a mission-driven company dedicated to closing the retirement gap for employees at small and medium-sized businesses. As the Senior Manager of Client Relationship Management, you will lead a team of managers, execute account management strategies, and drive client success and retention. You will have the opportunity to make a significant impact on the financial security of employees nationwide while advancing your career in a fast-paced and innovative environment.

• Coaching and developing team members, executing account management frameworks, and serving as an escalation point for complex client situations.
• Monitoring team performance against KPIs including retention rates, expansion revenue, and client satisfaction scores, and conducting regular one-on-ones, team meetings, and performance reviews.
• Collaborating with cross-functional teams including Sales, Onboarding, Product, and Operations to resolve client needs, and supporting the implementation of new tools, processes, and methodologies across the account management function.

• Customer Obsession: Unwavering commitment to understanding client goals, anticipating their needs, and delivering exceptional experiences
• 6+ years of experience in account management, 401(k) relationship management, customer success, or client-facing roles
• 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
• Analytical & Root-Cause Mindset: Strong capability to analyze data, identify operational trends, diagnose complex client issues, and implement scalable improvements
• 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
• Cross-Functional Influence: Outstanding communication and negotiation skills with a demonstrated ability to influence Product, Engineering, Sales, and Support teams without direct authority
• 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
• 5+ years of people management experience with a track record of developing high-performing teams
• Experience in financial services, fintech, or benefits administration
• Track record of successfully managing enterprise-level client relationships
• Knowledge of 401(k) account management methodologies and best practices
• Experience with workforce management and capacity planning
• Experience with AI tools with a focus in customer success platforms