Sr. Client Success Manager

Independent Retirement Consulting, LLC; Lake Oswego (OR); Remote; USD 90,000 - 110,000; Full time

Benefits offered by this job

Quarterly bonuses

401(k) match

Medical, dental, and vision insurance

PTO 160 hours per year

CE reimbursement

Job summary

Independent Retirement Consulting, LLC is seeking a Client Success Manager to partner with clients and referral partners, delivering retirement plan consulting and administration with a strong client experience. The role emphasizes relationship-building, process improvement, and service excellence within a primarily remote team.

You will guide clients through plan operations, compliance, and design discussions, leveraging a metrics-driven, pay-for-performance environment.

Qualifications

• 10+ years of experience in a retirement plan administrator or TPA relationship manager role.
• ASPPA QKA credential or NIPA equivalent preferred.
• Familiarity with ERISA, the Internal Revenue Code and related regulations/guidance.
• Proficiency with Microsoft Office 365 office and Adobe Acrobat, as well as quick adaptability to other platforms.
• Experience with ASC (defined contribution compliance), DGEM, FTWilliam, and PensionPro is preferred, but not required.
• Willingness to work additional hours during peak periods or as necessary.

Responsibilities

• Serve as primary relationship and service contact for a dedicated book of client relationships.
• Maintain strong relationships with clients and associated partners.
• Collaborate with support teams to ensure timely, accurate delivery of client services (annual plan administration, plan documents, loans, distributions, general consulting).
• Communicate with clients, participants, partners, and team members to provide proactive issue resolution.
• Advise clients and partners on technology, plan operation, design, compliance and related matters.

Skills

Problem solving

Continuous learner

Relationship oriented

Tenacious

Multitasking

Eagerness to excel

Education

10+ years retirement plan admin or TPA

ASPPA QKA / NIPA preferred

ERISA knowledge

MS Office 365 / Adobe Acrobat

ASC/DGEM/FTWilliam/PensionPro exp preferred

Willingness to work extra hours

Job description

This role works directly with clients and referral partners to deliver retirement plan consulting and administration services while providing a highly satisfying client experience.

Who You Are

You are an organized, self-motivated, do-it-now type of person who thrives on being productive, working with talented people, and developing relationships. You are eager to help and consistently follow through on your commitments. You have a knack for simplifying the complex and thinking strategically.

Why Do This

As a Client Success Manager, you’ll do work that directly improves our clients’ lives. You’ll support business owners and their staff in running a successful retirement plan and taking care of their employees’ financial well-being. Your role is to deliver on the services that help them save time, save money, and retire prosperously.

You’ll operate with clear metrics of success and a pay-for-performance compensation structure that will reward you for your above-average productivity and excellent client service.

If you want a role where your technical and interpersonal skills matter and your growth translates to real value, you’ll thrive here.

Your Responsibilities

• Serve as primary relationship and service contact for a dedicated book of client relationships
• Maintain strong relationships with your clients and associated partners
• Work collaboratively with various support teams to ensure timely and accurate delivery of client services (e.g., annual plan administration, plan document work, and loans and distribution processing, general consulting)
• Communicate as needed with clients, participants, partners, and team members using a variety of methods to provide proactive issue resolution
• Prioritize, research, and consult clients and partners on solutions related to technology, plan operation, plan design, plan compliance and other plan-related matters.
• Develop specialized knowledge and serve peers as an internal subject matter expert in audited plans, defined benefit plans, cross-tested plans, or another specialty.
• Achieve revenue and client NPS performance metrics.
• Informally mentor and assist teammates in developing their knowledge and skills.
• Engage in company initiatives to improve internal operations, client retention, and overall value to our stakeholders.
• Meet CE requirements and/or continue to develop professional and technical knowledge.
• Manage ad-hoc projects as assigned.

Your Skills

• Excellent problem-solver
• Continuous learner
• Relationship-oriented
• Tenacious about getting work done
• Master of Multi-tasking
• Eagerness to excel

Your Education

• 10+ years of experience in a retirement plan administrator or TPA relationship manager role
• ASPPA QKA credential or NIPA equivalent preferred
• Familiarity with ERISA, the Internal Revenue Code and related regulations/guidance
• Proficiency with Microsoft Office 365 office and Adobe Acrobat, as well as, quick adaptability to other technology platforms
• Experience with ASC (defined contribution compliance), DGEM (plan documents), FTWilliam (government filings), and PensionPro (workflow management) is preferred, but not required
• Willingness to work additional hours during peak periods or as necessary

Who We Are

Inde is a privately-held regional leader offering full-service ERISA 3(16) fiduciary administration, traditional third-party administration support, and fractional HR support to small and growing businesses in the Pacific Northwest and beyond. It’s retirement team is on a mission to help small employers save time, reduce taxes, and retire prosperously by providing tailored retirement plan solutions.

We are small but growing team – mostly remote – that believes in pursuing excellence, following through and keeping our word, doing it now, doing the right thing, and communicating, communicating, communicating.

High standards and great results matters. Treating our team members with compassion matters. And having fun on the journey matters.

Director of Retirement Plan Services

Base salary range:

$90,000 – $110,000 annually. This represents a good-faith estimate of what we expect to pay for this role; the actual offer depends on experience, skills, and qualifications.

This position is also eligible for:

• Quarterly performance-based bonuses: uncapped, with a target of 5% of base salary in year one and 10% in year two
• 401(k) with a 4% employer match, eligible the first of the month following three months of employment
• Medical, dental, and vision insurance, eligible the first of the month following 30 days of employment
• Paid time off: 160 hours per year
• Reimbursement for continuing education

Physical Requirements

• Prolonged computer and phone use; ability to conduct virtual meetings
• Must be able to remain in a stationary position for extended periods
• Occasional lifting of up to 25 pounds may be required
• Remote work from your home office
• Occasional travel to conferences and company events

EEO Statement

Independent Retirement is an equal opportunity employer and does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.

Disclaimer

This job description is not intended to be a comprehensive list of duties. Responsibilities may evolve based on business needs, internal growth, or operational priorities.