Manager of Client Success

Description: Why join our team at Definiti? If you enjoy tackling challenges and believe in delivering exceptional client service, Definiti may be perfect for you. You can make a difference by helping to improve and secure many retirements, while also helping to grow a dynamic organization. Most roles are fully remote, so you need to be comfortable using technology, be productive in a home office with a reliable internet connection to stay in touch with your team and deliver high\-quality service to our clients. Definiti supports your professional growth through comprehensive training and industry credentials and certifications. Definiti is a national retirement services company that helps clients manage and administer their retirement plans. We help clients define what's possible and what’s next for their retirement plans. **PURPOSE OF POSITION** The Manager of Client Success is responsible for leading, developing, and scaling a team of Client Success Managers (CSMs) to deliver exceptional client outcomes, retain current clients, and grow their books of business through relationship management. This role combines people leadership, operational oversight, and strategic client management to ensure consistent service delivery and alignment with organizational goals. **PRIMARY DUTIES AND RESPONSIBILITIES** * Lead, mentor, and coach a team of CSMs * Establish clear performance expectations, KPIs, and development plans * Conduct regular 1:1s, performance reviews, and career progression planning * Foster a culture of accountability, collaboration, and client\-centric thinking * Support onboarding and training of new CSM team members * Oversee client portfolios to ensure high\-quality service delivery and client satisfaction * Act as an escalation point for complex or at\-risk client relationships * Partner with CSMs on strategic accounts to drive retention and growth opportunities * Monitor client health metrics and proactively address risks * Ensure consistent execution of client engagement strategies and service models * Establish standard processes, workflows, and best practices across the CSM team * Partner with leadership to implement process improvements and efficiencies (e.g., CRM usage, reporting, playbooks) * Drive adoption of tools and systems that support scalability * Analyze trends and provide insights to leadership * Deliver regular reporting on team performance and client health * Partner with Sales, Operations, Service teams, and Leadership to ensure seamless client experience * Provide feedback loops on client needs, product/service gaps, and process improvements * Support strategic initiatives such as service model enhancements, onboarding improvements, and scaling efforts Requirements: **COMPETENCIES REQUIRED** * Strong leadership and coaching abilities * Exceptional communication and relationship management skills * Collaborative and transparent communicator * Strategic thinking with a focus on client outcomes and retenti