Client Success Manager

Client Success Manager

Job Title : Client Success Manager Location : Remote Classification : Full Time Reports To : VP of Financial Wellness Compensation : $75,000-$80,000 plus 10% yearly discretionary bonus Scheduled Hours : Monday-Friday : 8 : 00am-5 : 00pm CT

About Us : HUB is a global insurance and employee benefits broker, providing a broad array of property, casualty, risk management, life and health, employee benefits, investment and wealth management products and services. We help businesses evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees. As a global firm, we offer employees resources in both technology and industry expertise, but we still maintain the local flavor of our offices. Our structure enables our teams to maintain their own unique, regional culture. In addition to winning the Gold Stevie Award for Employer of the Year in 2023, HUB is honored to be recognized by Forbes as one of America's Best Large Employers in 2024. HUB also won the Insurance Business America's 5-Star Diversity, Equity, and Inclusion Award for the past two years. Becoming a part of HUB means that you have the opportunity to thrive in a diverse, entrepreneurial, and fast-paced team environment supported by over 21,000 professionals in 600 offices across North America.

About HUB Retirement & Private Wealth (RPW) : We lead our communities with integrity, driven to make things better, both now and in the future. We serve, inspire, and thrive while maintaining an entrepreneurial spirit. We innovate, collaborate, and achieve success together, focused on the tomorrows for all.

Mission Statement : We are a highly committed, diverse financial services organization serving hundreds of thousands of retirement plan participants, individuals, and institutions across the United States. We provide financial peace of mind and top-of-class solutions, investments, administration, and service. We are committed to the highest ethics, competency, customer service, and providing our valued clients with the best and most competent professional team.

FinPath by HUB : FinPath is HUB's proprietary total workplace wellness solution for employers of all sizes. We are built around the mission of helping employees move from financial safety to financial freedom. By reducing financial stress in the workplace, FinPath supports both individual well-being and organizational performance.

Job Summary

We are seeking a client success manager (CSM) to join the FinPath team. The selected individual plays a key role in strengthening client relationships, driving employee engagement with the FinPath program, and supporting internal operations that ensure seamless delivery and client satisfaction. This role requires a balance of strategic relationship management, proactive communication, and operational excellence.

Key Responsibilities

• Client Engagement :
• Develop, nurture, and manage strong client relationships to enhance satisfaction, increase adoption and engagement, and ensure long-term retention.
• Lead the client onboarding process, ensuring smooth implementation and timely program launches.
• Maintain accurate and up-to-date client information, correspondence, and activity records within the CRM system.
• Generate and analyze client reports to track success metrics and identify opportunities for improvement.
• Serve as the liaison between clients and internal teams, effectively documenting and communicating client requests, feedback, and priorities.
• Own the client renewal process, including contract discussions, timeline tracking, and proactive communication to secure continued partnerships.
• Represent FinPath at events, conferences, and client-facing functions.
• Travel as needed for onsite client visits, implementation meetings, benefits fairs, and presentations.
• Programmatically manage account escalations, past-due invoices, contracts, and service agreements in collaboration with internal stakeholders.
• Employee Engagement :
• Partner with the Marketing and Client Success Teams to develop and execute strategies that increase employee participation in the FinPath program.
• Coordinate webinars, virtual events, and educational sessions to boost awareness and participation among employees.
• Drive participant and client engagement activities through targeted campaigns, events, and communications.
• Track and analyze client database usage to monitor adoption and engagement trends, providing insights to guide outreach and growth initiatives.
• Team Operations :
• Collaborate cross-functionally with internal departments (Marketing, Sales, Operations, etc.) to align client goals with company objectives.
• Support team members in addressing and resolving client issues related to administration, operational, and service delivery.
• Ensure efficient internal communication, documentation, and follow-through on all client and project-related activities.

Qualifications

Bachelor's degree required or equivalent work experience 35 years of experience in client success, account management, or relationship management, preferably in financial wellness, retirement, employee benefits, or SaaS-based program environments. Proven ability to manage multiple projects at the same time while also paying close attention to details Ability to work and communicate with senior / executive level partners Demonstrated ability in communicating and understanding more complex technical issues Excellent written and oral communication skills across multiple channels (email, phone, etc.) Ability to travel as needed

Featured Benefits

At HUB International we want you to achieve an even work-life balance, and our benefits package allows you to manage your health, wellness, and financial future. HUB International will foster your learning, support your endeavors, and encourage your growth. We provide opportunities for career-driven individuals to move upward in our organization. Our successes breed your opportunity! Benefits you may enjoy working at HUB RPW : Medical, Dental, Vision and Prescription Drug Coverage Health Plan Reimbursement Program Health Savings Account (HSA) 401(k) Savings Plan Employee Assistance Program (EAP) Comprehensive Wellness Program Flexible Spending Accounts (FSAs) Life and Disability Plans Long-Term Care Identity Theft, Group Legal, Accident, Critical Illness, Pet Insurance and many more! Low-Cost Loan Program and Student Loan Resources Vacation, Holiday, Sick, and Personal Time Off Comprehensive Onboarding Continuing Education Flexible Work Arrangements Dress for Your Day Dress-Code

Employee Resource Groups and Voices of HUB Employee Groups : All HUB employees have an opportunity to get personally involved in our efforts to be an inclusive company where everyone is heard, valued, respected and everyone can be their authentic selves. An easy way to get involved is to join one of our Employee Resource Groups (ERGs) or one of the Voices of HUB Employee Groups. Currently we have two ERGs : HUB Women Network HUB Black Inclusion Network Our Voices of HUB Groups are : Asian Pacific Islander Voices Hispanic Voices HUB Young Professional Enrichment (HYPE) Indigenous Voices Pride Voices Military Veterans / Military Spouses & Families Voices Employees engaged in these groups all have an interest in raising awareness at HUB supporting the three-pronged D&I Strategy : Talent the attraction, recruitment, and hiring of the best diverse talent; Culture creating a culture of Inclusion and Belonging; and Community having a diverse lens to the societal impact that we have in communities through volunteerism and philanthropy.