Senior Manager, Relationship Management

Human Interest Inc.; Northern (KY); Hybrid; USD 125,000 - 145,000; Full time

Benefits offered by this job

401(k) plan

Health plans

Parental leave

Job summary

Human Interest is seeking a Senior Manager of Client Relationship Management to lead a team of managers and drive client success across our retirement platform. Reporting to the Director of Relationship Management, this role combines hands-on account management with people leadership to execute our strategy and maximize client value.

The role emphasizes coaching, data-driven decision making, and proactive client outcomes in a fast-paced fintech environment focused on small and medium-sized

Qualifications

• 6+ years of experience in account management, customer success, or client-facing roles.
• 5+ years of people management experience with a track record of building high‑performing teams.
• Accountability and ownership-focused mindset with a proven history of delivering client outcomes.

Responsibilities

• Lead and develop a team of managers, providing coaching, mentorship, and performance management.
• Execute account management strategies to drive retention and expansion.
• Monitor KPIs such as retention, expansion revenue, and client satisfaction.
• Collaborate cross-functionally with Sales, Onboarding, Product, and Operations to meet client needs.
• Own relationships with enterprise accounts and model best practices for the team.

Skills

Account management

People management

Customer success

Data analysis

Cross-functional influence

CRM systems

Tools

Salesforce

Gainsight

HubSpot

Job description

Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits.

More than half of all working Americans are not saving enough for their future. Too often, it’s because they are employed by a company that doesn’t offer a retirement plan. Human Interest is changing that by making it affordable and accessible for small and medium-sized businesses to offer employees a path to financial independence through retirement savings.

We’re a high-growth fintech company changing the retirement industry. We are backed by a number of investors. This includes funding from Marshall Wace and Baillie Gifford, as well as top investors such as BlackRock , TPG (The Rise Fund) , SoftBank, Glynn Capital , NewView Capital, USVP, Wing, Uncork, and more.

About the role

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.

About the team

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.

What you get to do every day

• 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.

What you bring to the role

• 6+ years of experience in account management, 401(k) relationship management, customer success, or client-facing roles
• 5+ years of people management experience with a track record of developing high-performing teams
• Extreme 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 resolution.
• Customer Obsession: Unwavering commitment to understanding client goals, anticipating their needs, and delivering exceptional experiences.
• Analytical & Root-Cause Mindset: Strong capability to analyze data, identify operational trends, diagnose complex client issues, and implement scalable improvements.
• Cross-Functional Influence: Outstanding communication and negotiation skills with a demonstrated ability to influence Product, Engineering, Sales, and Support teams without direct authority.
• Tech & Process Savvy: Comfortable navigating product ecosystems, advocating for technical enhancements, and leveraging modern CRM/CS platforms (e.g., Salesforce, Gainsight, HubSpot) to automate workflows.
• Proven ability to drive client retention and satisfaction in a SaaS or technology environment
• Strong coaching and mentorship skills with experience managing individual and team performance

Nice to have

• Experience in financial services, fintech, or benefits administration
• Track record of successfully managing enterprise-level client relationships
• Experience with workforce management and capacity planning
• Knowledge of 401(k) account management methodologies and best practices
• Experience with AI tools with a focus in customer success platforms

Why you will love working at Human Interest

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.

Join Human Interest and make a lasting impact by shaping the future of retirement.

Our operating principles define how we work together as a team. They reflect Human Interest’s unique view on what’s important and what’s right. Documenting this core aspect of our culture helps employees make good decisions on their own. It also helps candidates considering career opportunities critically evaluate whether they will thrive at Human Interest.

• Customer obsession: We're all about creating amazing experiences for our customers. We put their needs first and go the extra mile to make them smile.
• Long-Term Orientation: We're not just playing for today; we're building a legacy. We think big, plan strategically, and invest in our future.
• Autonomous and Accountable Teams: We trust our team members to take ownership and make smart decisions. We empower you to be your best self!
• An Escalating Bar for Talent and Performance: We're constantly raising the bar and challenging ourselves to be better. We believe in growth and continuous improvement.
• Fundamental Optimism: We see the glass as half full (and then we fill it up with more amazing ideas!). We believe in the power of positivity and the potential for greatness.

Compensation - At Human Interest, a number of factors determine pay ranges, including local market cost of labor across the U.S. Base salaries for this position range from $125,000 to $145,000 annually, paired with an annual 10% discretionary variable incentive that pays out quarterly. This brings total annual On-Target Earnings (OTE) to $137,500 – $159,500. This represents the minimum in our lowest geographic region to a maximum in our highest geographic region.The salary we offer to a new employee within this range is based on their location within the U.S., their relevant job-related skills, and experience. All of our employees are offered a robust suite of physical, financial, and mental wellness benefits. In compliance with applicable laws, we do not inquire about salary history, or about criminal history prior to a conditional offer of employment.

Benefits -

• A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees
• Top-of-the-line health plans, as well as dental and vision insurance
• Competitive time off and parental leave
• Addition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
• Lyra: Enhanced Mental Health Support for Employees and dependents
• Carrot: Fertility healthcare and family forming benefits
• Candidly: Student loan resource to help you and your family plan, borrow, and repay student debt
• Monthly work-from-home stipend; quarterly lifestyle stipend
• Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.

We’re a great place to work (but don’t take our word for it)

Here’s a list of our awards and accolades:

• Certified as a Great Place To Work® (2023-2025)
• Fortune Best Place to Work in the Bay Area (2024)
• Best Places to Work by Built In (2023-2024)
• America’s Best Startup Employers by Forbes (2020-2022, 2024)
• A Top Company by Y Combinator (2020-2023)
• Inc. Fastest Growing Companies (2021)

Human Interest is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran or military status, pregnancy, or any other characteristics protected under federal, state, or local laws. Employment with Human Interest is at-will, meaning either you or the company may terminate employment at any time, with or without cause or notice, except as otherwise provided by law or written agreement.

We are committed to making every stage of our application process fully accessible to all individuals. If you need a reasonable accommodation at any point in the process, please let us know at [e-mail] .

Protect yourself against fraud and identity theft

Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment-qualified applicants with arrest and conviction records. We comply with CCPA guidelines.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Human Interest’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.