The opportunity
We're looking for a client advocate who puts customers first and thrives on solving complex problems. As a Client Relationship Manager, you'll be the go-to partner for our B2B plan sponsors, managing inbound inquiries, proactively reaching out to at-risk accounts, and driving…
What you'll do
Own the client relationship: Serve as the primary point of contact for B2B/SMB plan sponsors, managing inbound inquiries via email and phone with a strong emphasis on quality resolution and relationship continuity
Drive retention proactively: Identify at-risk customers and develop customized save strategies — including pricing flexibility, service improvements, or product enhancements — to retain and strengthen accounts
Resolve complex issues end-to-end: Triage, troubleshoot, and resolve customer issues, escalating technical bugs to Engineering with clear, well-documented tickets and following through to resolution
Collaborate cross-functionally: Partner with Sales, Product, Engineering, and Operations to troubleshoot client issues and improve internal processes — serving as the voice of the customer in every room
Turn feedback into insight: Translate customer interactions into actionable product insights, using data and patterns to proactively surface improvements and inform team decisions
Leverage AI tools: Use AI-assisted tools to summarize case history, draft customer communications, and identify trends in ticket data to work more efficiently and deliver faster resolutions
What they're looking for
- Maintain accurate records: Keep client interaction logs and CRM data up to date to ensure consistency, support team KPIs, and enable data-driven decision-making
- + years of experience in customer success, account management, relationship: management, or a related client-facing role
- Demonstrated ability to manage retention conversations and develop creative: solutions to keep customers — you know how to turn a difficult conversation into a win
- Strong analytical mindset: comfortable interpreting data, identifying trends, and using insights to guide decisions and improve outcomes
