Manage the client experience for assigned employee benefits clients by serving as the primary relationship contact, coordinating implementations, renewals, vendors, and issue resolution. Conduct proactive outreach, facilitate business reviews and strategy meetings, maintain accurate CRM documentation, and collaborate with Producers, Marketing, Underwriting, and internal teams. Success is measured through client retention, timely renewals, operational execution, relationship development, and service quality.
Client Success Manager – Employee Benefits
The Client Success Manager is responsible for delivering an exceptional client experience throughout the life of the relationship. This role serves as the primary operational and relationship contact for assigned clients, ensuring successful implementations, proactive communication, seamless renewals, and ongoing strategic support.
Unlike a traditional Account Manager or Account Executive, the Client Success Manager is expected to proactively engage clients, anticipate needs, solve problems before they occur, and identify opportunities to strengthen long term partnerships.
This role is measured not only by service excellence, but by client retention, responsiveness, operational execution, and relationship development.
Key Responsibilities
• Proactively serve as the primary day-to-day contact for assigned clients.
• Build trusted relationships with HR leaders, dealership leadership, and key decision-makers. • Conduct proactive client outreach on a regular basis—not just when issues arise.
• Speak with at least one client by phone each business day to maintain relationships, uncover opportunities, and proactively address concerns.
• Schedule and facilitate quarterly business reviews and annual strategy meetings.
• Coordinate Producer involvement when appropriate.
Client Success
Own the overall client experience by:
• Monitoring client satisfaction.
• Anticipating service needs.
• Coordinating issue resolution across internal teams and vendors.
• Escalating concerns appropriately.
• Ensuring commitments are met.
Renewal Management
Partner with Marketing & Underwriting to:
• Coordinate renewal timelines.
• Gather census information.
• Prepare clients for renewal strategy discussions.
• Present renewal recommendations alongside Producers.
• Ensure a smooth renewal experience.
Vendor Coordination
• Serve as the operational liaison between clients and vendors
• Ensure accountability, timely communication, and issue resolution.
Operational Excellence
• Maintain accurate CRM and client documentation.
• Document client preferences and ongoing initiatives.
• Follow established workflows and service standards.
• Identify opportunities to improve client experience and operational efficiency.
Relationship Management
• Minimum of one proactive client phone conversation per week • Quarterly business reviews completed on schedule
• Annual strategy meetings completed
• Documented client touchpoints in CRM
Operational Performance
• Renewal timelines met
• Vendor follow-up completed timely
• Open issues resolved within service standards
• Accurate documentation maintained
Team Contribution
• Cross-functional collaboration
• Producer feedback
• Support of implementation team
• Process improvement recommendations
What Success Looks Like
• Knows every client personally.
• Calls clients before they call us.
• Anticipates issues rather than reacting to them.
• Owns the client relationship from an operational perspective.
• Makes Producers look great.
• Creates clients who become advocates for our company.
Skills, Knowledge and Expertise
• Strong relationship-building skills.
• Excellent verbal communication.
• Highly organized and detail-oriented.
• Comfortable managing multiple priorities.
• Strong project coordination skills.
• Positive, solutions-oriented mindset.
• Passion for delivering exceptional client experiences.
About
Stone Hendricks Group is a direct-hire search firm that brings together years of experience and a diverse range of talent to connect businesses with exceptional job candidates. With a focus on timely and effective recruitment, we understand the power of a well-formed employee base in helping businesses achieve their goals. We offer our services to businesses of all sizes, providing qualified candidates for blue- and grey-collar roles, as well as white-collar and executive positions. The success of our direct-hire search process is driven by our advanced training, proprietary technology, and extensive network across industries. At Stone Hendricks Group, we value integrity and prioritize connectedness, commitment, and candor in our interactions with both employers and job seekers. Our clients consider us trusted advisors, relying on the highly personalized service we provide and our ability to find candidates that are an ideal fit for their unique needs. Choose Stone Hendricks Group for unsurpassed direct-hire search services that match successful organizations with talented job candidates.
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