Remote Client Success & Growth Manager

First Gen Financial; Chicago (IL); Remote; USD 70,000 - 100,000; Full time

Benefits offered by this job

Fully remote

Salary based on experience

Performance bonuses

Health insurance

Dental/vision

Retirement plan

Paid time off

Professional development

Job summary

First Gen Financial is seeking a Customer Success Manager to be the primary contact for clients and members, ensuring they realize maximum value from our health plan products and services. You will build lasting relationships, drive adoption, and proactively address needs to reduce churn and increase satisfaction.

You will work closely with the Director of Customer Success on process improvements and automation.

Qualifications

• Bachelor’s degree in Business, Communications, Marketing, or related field (or equivalent experience).
• 2+ years in customer success, account management, or client-facing roles (preferably in SaaS or technology-driven environments).
• Experience with professional services for finance and/or insurance a plus.
• Experience working with payroll systems, payroll integrations, or HRIS platforms (e.g., payroll providers, benefits administration, or related services) is a big plus.
• Strong communication and relationship-building skills.

Responsibilities

• Build and maintain strong, long‑lasting customer relationships.
• Serve as the main liaison between clients and internal teams, advocating for customer needs.
• Guide customers through onboarding, training, and implementation to ensure successful adoption.
• Support clients through payroll‑related workflows, integrations, and time‑sensitive processes, ensuring accuracy, compliance, and alignment with benefits administration.
• Monitor customer usage and proactively identify opportunities to improve engagement and outcomes.
• Address client issues promptly, collaborating with support and product teams to ensure resolution.
• Conduct regular business reviews and provide insights to customers on performance and ROI.
• Own and manage a portfolio of client accounts post‑implementation, driving retention, adoption, and long‑term value.
• Identify opportunities for account growth, upselling, and cross‑selling.
• Maintain accurate records of customer interactions in CRM & process management systems.

Skills

Excellent communication

Problem-solving

Multi-account management

CRM platforms (Salesforce / HubSpot)

Consultative mindset

Education

Bachelor’s degree in Business, Communications, Marketing, or related field

Tools

Salesforce

HubSpot

Job description

First Gen Financial is seeking a Customer Success Manager to be the primary contact for clients and members, ensuring they realize maximum value from our health plan products and services. You will build lasting relationships, drive adoption, and proactively address needs to reduce churn and increase satisfaction.

You will work closely with the Director of Customer Success on process improvements and automation.