Manager, Client Relationship Management - Human Interest

About Human Interest

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 because they are employed by a company that doesn't offer a retirement plan. We are changing that by making it affordable and accessible for small and medium-sized businesses to offer employees a path to financial independence.

We’re a high-growth fintech company backed by investors including BlackRock, TPG (The Rise Fund), SoftBank, and others.

About the Role

As the Manager of Client Relationship Management, you are responsible for leading the excellent delivery of services through a culture of imaginative thinking and decisive leadership. You will direct a team of relationship managers in cultivating robust, long-term partnerships, ensuring that the strategic needs of our most critical accounts are met with innovative solutions and expedited support.

What You Get to Do Every Day

• Define and communicate service delivery strategies for high-visibility plan sponsors to ensure an exceptional experience for our highest-revenue clients.
• Translate customer objectives into team strategies that maximize plan value and reduce administrative burdens for clients and partners.
• Oversee account manager engagement to ensure timely, effective communication and the appropriate negotiation of client priorities.
• Cultivate cross-functional internal relationships to serve as a strategic escalation point for complex issues across the book of business.
• Manage team caseloads and performance with a focus on maintaining high retention rates and anticipating client needs.
• Resolve systemic operational hurdles to ensure permanent resolution of recurring issues and improve the overall client experience.
• Govern compliance with Service Level Agreements (SLAs) to ensure timely service delivery for critical and sensitive partners.
• Drive operational excellence by optimizing processes and tools that empower the team to resolve escalations and identify growth opportunities.

What You Bring to the Role

• 2+ years of experience in a customer-facing leadership role, with a proven track record of managing high-performing teams and resolving complex customer escalations.
• 1+ years of experience in the retirement industry, demonstrating a comprehensive understanding of 401(k)/403(b) plan functions and the retirement product life-cycle.
• Possession of a QKA or QKS designation, or a commitment to begin the certification process within 30 days of hire.
• Demonstrated ability to lead and mentor a team in a fast-paced environment, leveraging internal subject matter experts to resolve issues for critical partners and high-revenue clients.
• Ability to navigate complex tools and resources to drive results and optimize processes without direct oversight, leading with autonomy and customer obsession.
• Exceptional organizational and data aptitude; able to manage team caseloads, prioritize competing deadlines, and oversee multiple high-visibility projects.
• Ability to communicate with confidence, professionalism, and empathy across all levels of an organization, from internal stakeholders to executive-level client partners.
• Exceptional attention to detail and a strong aptitude for analyzing data to identify trends and improve team performance.

Why You Will Love Working at Human Interest

• Customer Obsession: We put our customers' needs first and go the extra mile.
• Long-Term Orientation: We think big, plan strategically, and invest in our future.
• Autonomous and Accountable Teams: We empower you to take ownership and make smart decisions.
• Continuous Improvement: An escalating bar for talent and performance.

Benefits & Perks

• Comprehensive health, dental, and vision insurance
• 401(k) plan with dollar-for-dollar employer match up to 4% (immediately vested) and $0 plan fees
• Competitive time off and parental leave
• Enhanced mental health support (Lyra), financial wellness tools (Addition Wealth), and student loan resources (Candidly)
• Monthly work-from-home stipend and quarterly lifestyle stipend
• Engaging team-building experiences and virtual social events