Senior Manager of Relationship Management

Human Interest; New York (NY); Hybrid; USD 150,000 - 210,000; Full time

Benefits offered by this job

Short/Long-term disability

Life insurance

Parental leave

Training and education stipend

Work from home stipend

401(k) match

Stock options

Health benefits

Job summary

Human Interest in New York is seeking a Senior Manager of Client Relationship Management to lead a team of managers of Client Relationship Managers, driving client success and retention on our retirement savings platform.

This role blends hands-on account leadership with people management, coaching staff, monitoring KPIs, and collaborating with Sales, Onboarding, Product, and Operations to ensure enterprise clients maximize value and renew.

Qualifications

• 6+ years of experience in account management, 401(k) relationship management, customer success, or client-facing roles.
• Strong coaching and mentorship skills with experience leading teams.
• Experience in SaaS or technology environments is preferred.

Responsibilities

• Lead and develop a team of managers of Client Relationship Managers.
• Execute account management strategies to drive retention and expansion.
• Monitor KPIs such as retention, expansion revenue, and client satisfaction.
• Serve as escalation point for complex client issues and strategic initiatives.
• Collaborate with Sales, Onboarding, Product, and Operations to resolve client needs.

Skills

Account management

People leadership

Customer success

Data-driven

Cross-functional collaboration

Tools

Salesforce

Gainsight

HubSpot

Job description

• The Senior Manager of Client Relationship Management at Human Interest plays a critical role in driving client success and retention while leading a team of managers of Client Relationship Managers
• Reporting to the Director of Relationship Management, this position combines hands‑on account management expertise with people leadership to execute our account management strategy and ensure clients maximize value from our retirement savings platform
• Key responsibilities include coaching and developing team members, executing account management frameworks, and serving as an escalation point for complex client situations
• The role emphasizes a proactive approach to client success, using data‑driven insights to drive retention and expansion while maintaining exceptional client experiences
• This position is perfect for an experienced people leader who thrives in a fast‑paced environment and is passionate about helping businesses provide better retirement benefits to their employees
• The Client Relationship Management team at Human Interest sits at the intersection of customer success, product adoption, and revenue growth
• As the voice of our clients internally and the face of our company externally, this team of relationship builders ensures that our clients receive exceptional value from our retirement platform
• Operating with a consultative approach, they help employers and their employees maximize the benefits of our 401(k) solutions while driving retention and expansion
• The team prides itself on turning complex retirement concepts into accessible solutions and building long‑term partnerships with our diverse client base
• As we continue to scale, we’re looking for a strategic leader who can maintain our high‑touch service model while implementing the systems and processes needed to support our ambitious growth goals
• Lead and develop a team of managers, providing coaching, mentorship, and performance management
• Execute account management strategies and processes developed by the Director to drive retention and expansion
• Monitor team performance against KPIs including retention rates, expansion revenue, and client satisfaction scores
• Conduct regular one‑on‑ones, team meetings, and performance reviews to ensure team success
• Serve as an escalation point for complex client issues and challenging account situations
• Collaborate with cross‑functional teams including Sales, Onboarding, Product, and Operations to resolve client needs
• Support the implementation of new tools, processes, and methodologies across the account management function
• Participate in strategic planning and contribute insights on team capacity, client trends, and process improvements
• Own relationships with key enterprise accounts and model best practices for the team
• Drive client success plans that align with both client objectives and company revenue goals
• Assist in developing team documentation, training materials, and standard operating procedures
• Promote customer satisfaction through effective and timely service delivery, always ensuring that every aspect of the issue is permanently resolved
• Perform other job-related duties and special projects as required
• Human Interest is tackling one of our country’s biggest challenges - closing the retirement gap
• You’ll be instrumental in architecting and scaling solutions that bring financial security to employees at small and medium‑sized businesses nationwide
• We’ve made significant progress, but there is still growth ahead, offering you a unique opportunity to solve complex problems, drive innovation, and advance your career alongside a dedicated, mission‑driven team
• We value hard work and recognize that our team’s contributions are key to our continued success

Benefits

• Short/Long‑term disability and life insurance
• Generous parental leave policy
• Comprehensive training and professional development via Beacon U plus an annual education stipend
• Monthly work from home stipend
• Dollar‑for‑dollar match of employee donations to nonprofit 501(c)(3) organizations, up to $1,000 per year
• Annual wellness stipend
• An annual membership to One Medical Group, with membership fees paid by Human Interest
• HSA or FSA offering with an annual employer contribution
• Generous FTO (exempt) and PTO (non‑exempt) policies
• Stock options for every employee
• Top‑of‑the‑line health, dental, and vision, with employee premiums fully paid and dependent premiums 50% covered by Human Interest
• A great 401(k) plan: our own! Our 401(k) includes a dollar‑for‑dollar employer match up to 4% of compensation

Customer Obsession: Unwavering commitment to understanding client goals, anticipating their needs, and delivering exceptional experiences6+ years of experience in account management, 401(k) relationship management, customer success, or client‑facing rolesTech & Process Savvy: Comfortable navigating product ecosystems, advocating for technical enhancements, and leveraging modern CRM/CS platforms (e.g., Salesforce, Gainsight, HubSpot) to automate workflowsAnalytical & Root‑Cause Mindset: Strong capability to analyze data, identify operational trends, diagnose complex client issues, and implement scalable improvementsProven ability to drive client retention and satisfaction in a SaaS or technology environmentStrong coaching and mentorship skills with experience managing individual and team performanceCross‑Functional Influence: Outstanding communication and negotiation skills with a demonstrated ability to influence Product, Engineering, Sales, and Support teams without direct authorityExtreme Ownership Culture: Highly accountable mindset with a proven history of taking total responsibility for client outcomes, driving cross‑team solutions, and seeing issues through to resolution5+ years of people management experience with a track record of developing high‑performing teamsExperience in financial services, fintech, or benefits administrationTrack record of successfully managing enterprise‑level client relationshipsKnowledge of 401(k) account management methodologies and best practicesExperience with workforce management and capacity planningExperience with AI tools with a focus in customer success platforms