Senior Remote Client Success Manager, Retirement Plans

DEFINITI LLC; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

401(k) with up to 4% match

Flexible PTO

12 paid holidays

Floating holidays

Birthday holiday

Paid Parental Leave

Medical/dental/vision plans

Company-paid life insurance

Short-term disability

Bonus plan eligibility

Job summary

Definiti LLC is seeking a Client Success Manager II to oversee client success activities for complex retirement plans and higher-revenue clients. You will ensure timely completion of plan tasks, monitor deadlines, and facilitate communication between clients and internal teams.

This role requires proactive problem-solving, strong written and verbal communication, and collaboration with Retirement Plan Consultants.

Qualifications

• Strong organizational and project management skills
• Excellent written and verbal communication and client service abilities
• Proficiency with PensionPro or similar TPA management software
• Ability to work collaboratively across teams and adapt to evolving processes
• Demonstrates time management skills to meet deadlines and maintain project timelines
• Demonstrates exceptional attention to detail and highly developed organizational skills
• Possesses strong analytical skills to assess situations, provide effective solutions, and reconcile discrepancies
• Demonstrates improved client retention and reduced escalations
• Demonstrates status as a trusted advisor with clients
• Strong peer and cross-functional influence

Responsibilities

• Key point of contact for clients and advisors, ensuring client satisfaction and retention of their book of business.
• Follow up with clients on year-end data collection, 5500 filings, lost earnings, deposits for submission, Form 5330 filings, document and amendment signatures, service agreement signatures, and other annual requirements.
• Monitor and report on project status, missed deadlines, and outstanding tasks using PensionPro and other reporting tools.
• Respond to client communications professionally, follow up on escalations and unresolved inquiries, and keep clients informed of regulatory updates.
• Collaborate with Retirement Plan Consultants on plan amendments as needed.
• Assist in cross-selling of Definiti services.
• Coordinate with RPCs to verify project launches and task handoffs, and oversee plan wrap-up activities.
• Assist with implementation and conversion processes with NBI and other teams.
• Update recordkeeping platforms and other client service tasks as needed.
• Lead annual client reviews and meetings, providing proactive engagement and support for document-related issues.
• Maintain accurate documentation and records for compliance and audit purposes.
• Work with all departments across Definiti to ensure client/advisor satisfaction and retention goals.
• Identify and engage high-risk clients to mitigate losses.
• Contribute to development of Client Success Manager processes and best practices.
• Improve POD effectiveness and client retention.
• Anticipate and identify issues to mitigate risk before escalation.

Job description

Definiti LLC is seeking a Client Success Manager II to oversee client success activities for complex retirement plans and higher-revenue clients. You will ensure timely completion of plan tasks, monitor deadlines, and facilitate communication between clients and internal teams.

This role requires proactive problem-solving, strong written and verbal communication, and collaboration with Retirement Plan Consultants.