Remote Client Success Manager Lead — Scale & Retain

Definiti; Erie, Northern (Erie County, KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

401(k) with up to 4% match

Flexible PTO

12 paid holidays and 2 floating

Job summary

Definiti is a national retirement services company offering remote-first roles. The Manager of Client Success leads a growing team of Client Success Managers to deliver exceptional client outcomes, retain clients, and expand their books of business through strategic relationship management.

The role emphasizes leadership, performance management, and cross-functional collaboration with Sales, Operations, and Leadership to ensure scalable, high-quality service delivery.

Qualifications

• 5+ years in client service, customer success, or account management in retirement services.
• Experience leading teams responsible for client retention and escalation management.
• Proven ability to drive performance using metrics and reporting.

Responsibilities

• Lead, mentor, and coach a team of CSMs.
• Establish KPIs, performance expectations, and development plans.
• Conduct regular 1:1s and performance reviews.
• Oversee client portfolios and ensure high-quality service delivery.
• Partner with Sales and Operations to ensure seamless client experience.
• Monitor client health metrics and address risks proactively.
• Deliver regular reporting on team performance and client health.

Skills

Leadership

Coaching

Communication

Relationship management

Strategic thinking

Multi-tasking

Remote team management

Analytics

Process improvement

Education

High school diploma or GED

2+ years of people leadership experience

Retirement industry experience

ASPPA/NIPA designation preferred

Job description

Definiti is a national retirement services company offering remote-first roles. The Manager of Client Success leads a growing team of Client Success Managers to deliver exceptional client outcomes, retain clients, and expand their books of business through strategic relationship management.

The role emphasizes leadership, performance management, and cross-functional collaboration with Sales, Operations, and Leadership to ensure scalable, high-quality service delivery.