Senior Client Success Manager, Employee Benefits

Role Overview

• Monitor daily inventories/queues across Research & Resolution (R&R) and SIU; ensure staffing, prioritization, and workload balance align to volume and business risk
• Works with internal partners to ensure a successful launch of the pet insurance employee benefit across various organizations.
• Acts as a real-time post‑sale consultative partner to HR teams, Benefits Brokers, and Benefit Administration platforms to ensure a smooth rollout and ongoing benefit engagement.
• Owns client‑level go‑to‑market (GTM) plan execution, partnering closely with Partner Marketing to align on agreed‑upon marketing priorities, coordinate campaigns, and support employee engagement and enrollment initiatives.
• Builds and maintains strong, long‑lasting relationships with HR leaders, benefits brokers, and benefit technology partners to support successful benefit delivery and ongoing engagement.
• Develops trusted advisor relationships with key accounts, customer stakeholders, and internal business units to support long-term client satisfaction and benefit adoption.
• Coordinates ongoing benefit support including eligibility updates, enrollment changes, open enrollment planning, and employee engagement strategies.
• Partners with brokers and HR teams to evaluate program performance, identify and execute opportunities for growth within existing partnerships, and ensure ongoing competitiveness.
• Develops new business within existing client groups and identifies opportunities to expand participation and enrollment.
• Serves as the lead point of contact for all client account management matters, including benefit questions, enrollment inquiries, and escalations.
• Collaborates with Benefit Admin platforms and internal technical teams to support file feeds, enrollment connections, and successful benefit configuration.
• Assists in onboarding new client groups, coordinating implementation timelines, training sessions, and rollout communications to ensure a seamless and consistent experience.
• Supports renewal preparation by collaborating with brokers and HR teams, providing utilization insights, and ensuring timely retention activities.
• Performs other duties and responsibilities as assigned.

Requirements

• 5 years relationship management, account management, or related experience, preferably within employee benefits, voluntary benefits, insurance, or HR-facing environments.
• Associate’s Degree or equivalent work experience (One year of relevant experience is equivalent to one year of college)
• Have and maintain a Property & Casualty License, or must obtain within 45 days of hire.
• A client‑focused mindset with a passion for delivering an exceptional experience to HR teams, brokers, and employer groups
• Strong relationship‑building skills and the ability to earn trust with diverse stakeholders
• Clear and confident communication skills, with the ability to simplify complex benefit concepts for clients and internal partners
• A proactive, solution‑oriented approach to identifying needs and resolving client issues

Benefits

• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)