Manager of Client Success

· Strong leadership and coaching abilities

· Exceptional communication and relationship management skills

· Collaborative and transparent communicator

· Strategic thinking with a focus on client outcomes and retention

· Ability to manage multiple priorities in a fast-paced environment

· Ability to manage staff located in remote locations

· Analytical mindset with experience interpreting performance data

· Process-oriented with a focus on continuous improvement

· High school diploma or GED Required

· 5+ years of experience in client service, customer success, account management, or a related client-facing function in the retirement industry required

· 2+ years of people leadership experience, including direct management of individuals in retirement plan compliance/administration or client-facing roles and responsibility for coaching, performance management, and development planning required

· Demonstrated success leading teams responsible for client retention, portfolio health, service delivery, and escalation management

· Experience establishing performance expectations, using metrics and reporting to drive accountability, and implementing process improvements that support scale and consistency

· In depth knowledge of the retirement plan industry, ASPPA/NIPA designations preferred or willingness to obtain within 1 year of hire

As a remote-first company, we have compiled expectations for a successful remote work environment:

• Ability to build rapport with others remotely while working productively with limited in-person interaction
• Have access to a reliable and consistently strong, high-speed internet connection suitable for remote work. A stable, high-speed internet connection is essential for effective communication, collaboration, and productivity while working remotely
• Designate a quiet, and well-lit space free of as many distractions as possible
• Be online and available to work during designated business hours in local time zone
• Accustomed to using Microsoft Teams (or similar virtual-meeting applications) to meet with colleagues regularly on video and use the chat feature for quick communications. We utilize many Microsoft Teams features (such as Channels and file storage) for announcements, relevant conversations, and file sharing. Familiarity with Microsoft Teams is a plus
• Accustomed with file-storage and file-sharing tools such as Microsoft SharePoint

Definiti has a dynamic, growth-focused culture, and we are committed to offering attractive employee-centric benefits, including:

• A virtual-first work philosophy for most jobs
• 401(k) with up to 4% match
• Flexible PTO allows you to take the time you need for wellness, vacations, and personal matters. We foster a trusting environment where employees manage their workloads responsibly. Time off doesn’t accrue.
• 12 paid holidays, 2 paid floating holidays, and your birthday is a holiday

• A variety of medical, dental and vision plan options including Definiti subsidized premiums
• Company-paid life insurance and short-term disability insurance
• Bonus plan eligibility