Senior Manager, Relationship Management - 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. Too often, it’s because they are employed by a company that doesn’t offer a retirement plan. Human Interest is changing that by making it affordable and accessible for small and medium-sized businesses to offer employees a path to financial independence through retirement savings.

We’re a high-growth fintech company backed by leading investors including Marshall Wace, Baillie Gifford, BlackRock, TPG (The Rise Fund), SoftBank, Glynn Capital, NewView Capital, USVP, Wing, and Uncork.

About the role

The Senior Manager of Client Relationship Management at Human Interest plays a critical role in driving client success and retention while leading a team of managers of Client Relationship Managers. Reporting to the Director of Relationship Management, this position combines hands-on account management expertise with people leadership to execute our account management strategy and ensure clients maximize value from our retirement savings platform.

Key responsibilities include coaching and developing team members, executing account management frameworks, and serving as an escalation point for complex client situations. The role emphasizes a proactive approach to client success, using data-driven insights to drive retention and expansion while maintaining exceptional client experiences.

What you get to do every day

• Lead and develop a team of managers, providing coaching, mentorship, and performance management
• Execute account management strategies and processes developed by the Director to drive retention and expansion
• Monitor team performance against KPIs including retention rates, expansion revenue, and client satisfaction scores
• Conduct regular one-on-ones, team meetings, and performance reviews to ensure team success
• Serve as an escalation point for complex client issues and challenging account situations
• Collaborate with cross-functional teams including Sales, Onboarding, Product, and Operations to resolve client needs
• Support the implementation of new tools, processes, and methodologies across the account management function
• Participate in strategic planning and contribute insights on team capacity, client trends, and process improvements
• Own relationships with key enterprise accounts and model best practices for the team
• Drive client success plans that align with both client objectives and company revenue goals
• Assist in developing team documentation, training materials, and standard operating procedures
• Promote customer satisfaction through effective and timely service delivery, ensuring issues are permanently resolved

What you bring to the role

• 6+ years of experience in account management, 401(k) relationship management, customer success, or client-facing roles
• 5+ years of people management experience with a track record of developing high-performing teams
• Extreme Ownership Culture: Highly accountable mindset with a proven history of taking total responsibility for client outcomes
• Customer Obsession: Unwavering commitment to understanding client goals and delivering exceptional experiences
• Analytical & Root-Cause Mindset: Strong capability to analyze data, identify operational trends, and diagnose complex client issues
• Cross-Functional Influence: Outstanding communication and negotiation skills to influence Product, Engineering, Sales, and Support teams
• Tech & Process Savvy: Comfortable navigating product ecosystems and leveraging modern CRM/CS platforms (e.g., Salesforce, Gainsight, HubSpot)
• Proven ability to drive client retention and satisfaction in a SaaS or technology environment

Nice to have

• Experience in financial services, fintech, or benefits administration
• Track record of successfully managing enterprise-level client relationships
• Experience with workforce management and capacity planning
• Knowledge of 401(k) account management methodologies and best practices
• Experience with AI tools focused on customer success platforms

Benefits & Perks

• 401(k) plan with a dollar-for-dollar employer match up to 4% (immediately vested) and $0 plan fees
• Top-of-the-line health, dental, and vision insurance
• Competitive time off and parental leave
• Addition Wealth: Unlimited access to digital financial tools and professionals
• Lyra: Enhanced mental health support for employees and dependents
• Carrot: Fertility healthcare and family-forming benefits
• Candidly: Student loan resources
• Monthly work-from-home stipend and quarterly lifestyle stipend
• Engaging team-building experiences and virtual social events