Client Success Manager - Employee Benefits

Questpro; Frisco (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

Questpro is seeking a Client Success Manager for our Employee Benefits practice, based in Frisco, TX. This role requires proactive engagement, strong relationship-building, and a relentless focus on delivering exceptional client experiences throughout the lifecycle of the relationship.

You will own client relationships from an operational perspective, drive renewal strategies, coordinate with cross-functional teams, and ensure smooth implementations and ongoing strategic support.

Qualifications

• 5+ years of Employee Benefits experience.
• Strong relationship-building skills.
• Excellent verbal communication.
• Highly organized and detail-oriented.
• Comfortable managing multiple priorities.
• Strong project coordination skills.
• Positive, solutions-oriented mindset.
• Passion for delivering exceptional client experiences.
• Able to work onsite 5 days per week in Frisco, TX.

Responsibilities

• Proactively serve as the primary day-to-day contact for assigned clients.
• Build trusted relationships with HR leaders and key decision-makers.
• Conduct proactive client outreach on a regular basis — not just when issues arise.
• Speak with at least one client by phone each business day to maintain relationships, uncover opportunities, and proactively address concerns.
• Schedule and facilitate quarterly business reviews and annual strategy meetings.
• Coordinate involvement of the sales/producer team when appropriate.
• Monitor client satisfaction.
• Anticipate service needs.
• Coordinate issue resolution across internal teams and vendors.
• Escalate concerns appropriately.
• Ensure commitments are met.
• Partner with internal Marketing & Underwriting teams to coordinate renewal timelines.
• Gather census information.
• Prepare clients for renewal strategy discussions.
• Present renewal recommendations alongside the sales team.
• Ensure a smooth renewal experience.
• Serve as the operational liaison between clients and vendors.
• Ensure accountability, timely communication, and issue resolution.
• Maintain accurate CRM and client documentation.
• Document client preferences and ongoing initiatives.
• Follow established workflows and service standards.
• Identify opportunities to improve client experience and operational efficiency.
• Know every client personally.
• Call clients before they call in.
• Anticipate issues rather than reacting to them.
• Owns the client relationship from an operational perspective.
• Make the sales team look great.
• Create clients who become genuine advocates.

Skills

Relationship-building

Verbal communication

Organization

Project coordination

Multi-priority management

Solution-oriented

Client experience focus

Employee Benefits experience

Education

5+ years of Employee Benefits experience

Job description

• Anticipate service needs
• Escalate concerns appropriately

Client Success Manager – Employee Benefits

Location: Frisco, TX (5 days per week in office)

Our client is looking for a Client Success Manager to deliver an exceptional client experience throughout the life of the relationship. This role serves as the primary operational and relationship contact for assigned clients, ensuring successful implementations, proactive communication, seamless renewals, and ongoing strategic support.

Unlike a traditional Account Manager or Account Executive, the Client Success Manager is expected to proactively engage clients, anticipate needs, solve problems before they occur, and identify opportunities to strengthen long-term partnerships.

This role is measured not only by service excellence, but by client retention, responsiveness, operational execution, and relationship development.

Responsibilities Include, But Are Not Limited To

Client Relationship Management

• Proactively serve as the primary day-to-day contact for assigned clients
• Build trusted relationships with HR leaders and key decision-makers
• Conduct proactive client outreach on a regular basis — not just when issues arise
• Speak with at least one client by phone each business day to maintain relationships, uncover opportunities, and proactively address concerns
• Schedule and facilitate quarterly business reviews and annual strategy meetings
• Coordinate involvement of the sales/producer team when appropriate

Client Success

• Monitor client satisfaction
• Anticipate service needs
• Coordinate issue resolution across internal teams and vendors
• Escalate concerns appropriately
• Ensure commitments are met

Renewal Management

• Partner with internal Marketing & Underwriting teams to coordinate renewal timelines
• Gather census information
• Prepare clients for renewal strategy discussions
• Present renewal recommendations alongside the sales team
• Ensure a smooth renewal experience

Vendor Coordination

• Serve as the operational liaison between clients and vendors
• Ensure accountability, timely communication, and issue resolution

Operational Excellence

• Maintain accurate CRM and client documentation
• Document client preferences and ongoing initiatives
• Follow established workflows and service standards
• Identify opportunities to improve client experience and operational efficiency

Relationship Management

• Minimum of one proactive client phone conversation per week
• Quarterly business reviews completed on schedule
• Annual strategy meetings completed
• Documented client touchpoints in CRM

Operational Performance

• Renewal timelines met
• Vendor follow-up completed timely
• Open issues resolved within service standards
• Accurate documentation maintained

Team Contribution

• Cross-functional collaboration
• Feedback from the sales team
• Support of the implementation team
• Process improvement recommendations

What Success Looks Like

• Knows every client personally
• Calls clients before they call in
• Anticipates issues rather than reacting to them
• Owns the client relationship from an operational perspective
• Makes the sales team look great
• Creates clients who become genuine advocates

Experience And Skills

• 5+ years of Employee Benefits experience
• Strong relationship-building skills
• Excellent verbal communication
• Highly organized and detail-oriented
• Comfortable managing multiple priorities
• Strong project coordination skills
• Positive, solutions-oriented mindset
• Passion for delivering exceptional client experiences
• Able to work onsite 5 days per week in Frisco, TX