Remote Client Success Manager, Team Leadership & Growth

DEFINITI LLC; Erie (Erie County); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

401(k) with match

Flexible PTO

Paid holidays

Parental Leave

Medical/Dental/Vision

Life Insurance

Bonus plan eligibility

Job summary

Definiti LLC is seeking a Manager of Client Success to lead, mentor, and scale a team of Client Success Managers, delivering outstanding client outcomes, retaining accounts, and growing the book of business through relationship management and strategic oversight.

This remote-first role emphasizes scalable processes, KPI development, performance reviews, cross‑functional collaboration with Sales, Operations, and Leadership, and proactive client health management to drive ongoing success.

Qualifications

• Must have demonstrated success in leading teams responsible for client retention and service delivery.
• Experience establishing performance expectations using metrics and reporting.
• Familiarity with retirement plan industry and compliance considerations.

Responsibilities

• Lead, mentor, and coach a team of Client Success Managers (CSMs).
• Establish clear performance expectations, KPIs, and development plans.
• Conduct regular 1:1s, performance reviews, and career progression planning.
• Foster a culture of accountability, collaboration, and client-centric thinking.
• Support onboarding and training of new CSM team members.
• Oversee client portfolios to ensure high-quality service delivery and client satisfaction.
• Act as an escalation point for complex or at‑risk client relationships.
• Partner with CSMs on strategic accounts to drive retention and growth opportunities.
• Monitor client health metrics and proactively address risks.
• Ensure consistent execution of client engagement strategies and service models.
• Establish standard processes, workflows, and best practices across the CSM team.
• Partner with leadership to implement process improvements and efficiencies.
• Drive adoption of tools and systems that support scalability.
• Analyze trends and provide insights to leadership.
• Deliver regular reporting on team performance and client health.

Skills

Leadership

Communication

Relationship mgmt

Strategic thinking

Multi-priority management

Remote staff management

Analytical mindset

Process improvement

Education

High school diploma or GED

5+ years client service/retention

2+ years people leadership

ASPPA/NIPA designation preferred

Job description

Definiti LLC is seeking a Manager of Client Success to lead, mentor, and scale a team of Client Success Managers, delivering outstanding client outcomes, retaining accounts, and growing the book of business through relationship management and strategic oversight.

This remote-first role emphasizes scalable processes, KPI development, performance reviews, cross‑functional collaboration with Sales, Operations, and Leadership, and proactive client health management to drive ongoing success.