Customer Account Manager
PlanSource
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Job summary
PlanSource, a leading cloud-based benefits administration platform, is seeking a Customer Account Manager to own client relationships from closing the sale through implementation and ongoing support.
You will drive retention, identify upsell opportunities, coordinate internal resources, and ensure successful open enrollment projects while maintaining high service levels.
Qualifications
- 5+ years of experience in a high visibility client management position within HR/ Benefits Service industry.
- Career path demonstrating increasing responsibility in scope and scale.
- Health and Welfare domain knowledge in enrollment technology and benefit processes.
- Understanding of EDI data delivery and payroll file processes.
Responsibilities
- Establish and maintain relationships with key client stakeholders and executive sponsors.
- Maintain regular communication, review service levels, and solicit feedback.
- Exceed retention targets and maximize revenue through upselling.
- Coordinate client projects, including annual open enrollment, with internal teams.
- Develop client-facing metrics and ensure accurate documentation.
Skills
Education
Tools
Job description
Join Us at PlanSource: Your Exciting Career Awaits!
At PlanSource, a leading cloud-based provider of benefits administration technology and services, we are on a mission to simplify how people choose, use, and manage benefits through cutting‑edge, AI‑powered experiences. This is an incredible time to launch your career with us!
The Customer Account Manager is accountable for the customer account and relationship from closing of sales process, through implementation, and ongoing. The Customer Account Manager will maintain consistent communication, regular meetings, and solicit proactive feedback from customers and coordinate efforts internally to respond to needs and to drive increased value to customer relationships. The Customer Account Manager is also responsible for exceeding budgeted retention rate and maximizing revenue per client.
- Establish and maintain relationships with all key decision makers and contacts at client organizations, including executive‑level stakeholders.
- Maintain consistent communication with clients, including regular meetings to review service levels and proactively solicit feedback.
- Establish a clear point of escalation for day‑to‑day client contacts and manage issue resolution effectively.
- Exceed budgeted retention targets and maximize revenue per client.
- Continually seek opportunities to increase revenue through upselling additional service offerings or converting additional employer groups.
- Communicate, negotiate, and manage contractual changes with clients.
- Solicit sales leads and referrals from clients.
- Act as project manager/coordinator for all client special projects, including annual open enrollment.
- Manage and/or participate in the account implementation process, serving as a technical and process best practices resource and helping set expectations for the ongoing relationship.
- Bring in internal subject matter experts as needed to support specific client issues or projects.
- Reintroduce account teams as necessary to support continuity and alignment.
- Partner with Ongoing Service Teams to deliver high‑quality services to clients.
- Participate and coordinate with internal departments, including billing and collections, on client‑specific issues.
- Drive continual efficiency and added value within client relationships by implementing system functionality and process improvements.
- Develop and deliver client‑facing metrics and reporting.
- Maintain and update all client documentation, including tracking client activity and account details.
- Ensure accurate documentation of client interactions, projects, and service delivery.
- Complete job‑related training and development as required.
- Work on special projects or additional duties as assigned by management.
- Use AI‑enabled tools to help analyze patterns in support tickets, summarize findings, and accelerate root‑cause analysis, with appropriate validation.
- Apply AI assistance to support documentation, knowledge base updates, and issue research.
- Identify opportunities to improve support workflows through automation and tooling.
- Contribute to continuous improvement of support processes, documentation, and operational practices.
Executes and manages all account activities to deliver an optimized, scalable, and quality‑focused customer journey. Implements strategic account plans while supporting day‑to‑day operational and administrative activities that drive client success.
Contributes to and executes strategic account plans that support ongoing customer success. Requires analysis of client‑specific needs, business environments, and operational considerations, leveraging knowledge of benefits administration, technology, and client objectives.
Erroneous decisions or actions may negatively impact client relationships, service delivery, and business outcomes.
Regularly interacts with client stakeholders (including executive‑level contacts) and internal partners across departments. Interactions involve influencing outcomes, gathering feedback, and representing the organization in client‑facing engagements.
Operates as an individual contributor within a cross‑functional team, leveraging subject matter expertise to support client outcomes while collaborating closely with internal partners.
- Client Retention & Growth: Meets or exceeds retention targets while increasing revenue per client through upselling and expansion opportunities.
- Client Experience & Relationship Strength: Builds strong, trusted relationships with stakeholders, reflected in positive client feedback and engagement.
- Delivery & Execution: Successfully manages client projects, timelines, and deliverables (e.g., open enrollment) with high quality and minimal disruption.
- Operational Excellence & Accountability: Maintains accurate documentation, meets commitments, and proactively resolves issues while driving continuous improvement.
Preferred Qualifications
- 5+ years of experience in a high visibility client management position within HR/ Benefits Service industry.
- Career path that demonstrates consistency, increasing level of responsibility in scope and scale.
- Health and Welfare domain knowledge that demonstrates expertise in enrollment technology configuration, employee benefits processes, benefit program requirements, carrier and payroll exchanges, and a firm understanding of benefit services (e.g. Open Enrollment, COBRA, ACA, Call Center, Billing).
- General understanding of EDI data and file delivery management, including but not limited to requirements gathering, vendor file delivery, 834 and 5010 layouts, troubleshooting, and payroll file processes.
- Ability to be an effective team member.
- Excellent oral and written communication skills.
- Excellent organization and prioritization skills.
- Familiar with Microsoft Office and Microsoft Outlook Demonstrated ability to effectively work with all levels and cross‑functionally within the company.
- Must be able to work outside of normal work hours.
- Must have ability to travel as required (approx. 10%).
- Strong customer service and orientation skills.
- Strong problem‑solving skills.
At PlanSource, benefits are at the core of what we do, and we understand their impact on our employees and their families. That’s why we’ve designed our benefits program to support overall wellbeing across health, financial security, career growth, and work‑life balance.
- Comprehensive health coverage with multiple medical plan options - all covering100% of in‑networkpreventive care.
- Employer-fundedHealth Savings Account (HSA) - up to $1,000 annuallyfor family coverage.
- Dental & Vision plans with 100% coverage for routine dental care and$250 vision frame allowance, plusemployee-onlyvision premiums at$0.
- 401(k) with immediate vesting and 50% company match up to 6% of contributions.
- Generous paid parental leave, adoptionassistance, and fertility benefits.
- Flexible PTO, paid holidays, a strong culture ofwork‑lifebalance and Flex Fridays in the summer.
- Mental health & wellbeingsupport, including Employee Assistance Program (EAP), movement and wellness resources.
- Rewards and recognition programs that celebrate employees through peer recognition, awards, and quarterly recognition initiatives.
Join a company redefining how benefits work. Backed by Vista Equity Partners, PlanSource is continuously investing in innovation, bringing together AI, automation, and human insight to simplify complex processes and deliver real outcomes. This is your opportunity to build the future of benefits at scale.
Our platform powers some of the most complex benefits programs in the market, and our customers rely on us to get it right. From a unified benefits ecosystem to AI‑driven decision support, everything we build is designed to deliver clarity, confidence, and measurable impact for the people who use it every day.
We believe great work deserves recognition. From meaningful rewards and recognition programs to a comprehensive approach to employee support, we invest in helping our people perform at their best and feel valued along the way.
Recognized as a top workplace, PlanSource has earned multiple Great Place to Work certifications and numerous awards, including Best Company for Culture, Work-Life Balance, and Compensation, reinforcing our commitment to an exceptional employee experience.
At PlanSource, career growth doesn’t happen by accident. With a strong track record of internal mobility, structured development paths, and opportunities to take on new challenges, you’ll have the support and flexibility to build a career that evolves with you.
Our culture is rooted in connection, inclusion, and shared success. Guided by our S.O.U.R.C.E. values, we lead with service by putting others first, approach challenges with optimism, and act with urgency to drive meaningful outcomes. We hold ourselves accountable through reliability, continuously grow through curiosity, and operate with efficiency to maximize the impact of our work. Here, diverse perspectives are valued and they directly shape how we collaborate, innovate, and deliver an exceptional experience for our customers.
NOTE: We will consider a remote employee for approved cities PlanSource can accommodate.
If you’re selected, you’ll receive your offer and be asked to complete a background check. This will include a drug screen, criminal record search and verification of previous employment and/or education.
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