Client Success Manager

Position Title: Client Success Manager (Full-time, Exempt)

Reports To: Director, Associated Health Plans

Job Description

As a Client Success Manager at Vimly, you’ll serve as a strategic partner and trusted advisor to our clients, ensuring they achieve their desired outcomes through our benefits administration and BPO solutions. You’ll lead cross-functional efforts to deliver exceptional service, drive customer satisfaction, and foster long-term relationships. This role focuses on customer advocacy, provides continuity and ensures a seamless experience spanning all stages of the customer life cycle while maximizing the value of their Vimly solution.

Key Responsibilities

Customer Relationship Management

• Build and nurture high-trust relationships with a portfolio of customers.
• Serve as the primary point of contact for customer success, retention, and satisfaction.
• Facilitate regular internal and external client meetings to track progress, business impact, and strategic alignment.

Strategic Client Leadership and Operational Alignment

• Lead internal cross-functional efforts on behalf of customers, coordinating across departments to ensure seamless execution.
• Collaborate with clients to define success metrics and develop actionable plans.
• Influence internal teams and processes to reflect the strategic priorities of each customer relationship.
• Advocate for customer needs and systemic improvements across product, engineering, and operations.

Service Delivery and Process Optimization

• Handle escalated inquiries and ensure timely resolution through appropriate channels.
• Identify trends in customer inquiries and feedback to drive continuous improvement.
• Monitor SLA adherence to ensure consistent service delivery to our clients.

Qualifications

Experience:

• 5+ years in Benefits Administration customer support
• 5+ years of employee benefits experience (enrollment, eligibility, claims processing, billing) – a plus
• Proven success managing complex customer portfolios

Skills and Competencies:

• Strong relationship-building and influencing skills
• Ability to align customer goals with Vimly’s solutions
• Excellent written, verbal, and presentation skills
• Results-oriented mindset with a focus on business outcomes
• Discretion and sound judgment in managing sensitive information
• Ability to multitask and prioritize across internal and external demands

Technical Proficiency:

• Microsoft Office Suite (Outlook, Word, Excel)
• Experience with CRM or support platforms (e.g., Salesforce, JIRA, Confluence)

Education:

• Bachelor’s degree in business management or equivalent industry experience

Industry Experience (Preferred):

• Insurance, Benefits Administration, Benefits Consulting, SaaS, Healthcare, BPO

Work Environment:

• Remote/hybrid; Targeted hire for Seattle area
• Travel expectations: Some travel may be required.

Compensation:

The targeted range for this role is $80,000-$115,000 annually. Actual compensation offered may vary depending upon many factors, including a candidate’s skills, qualifications, experience, and location.

Salary is only one component of the Vimly Benefits Solution Total Rewards Program. Vimly offers its eligible employees and their dependents (including domestic partners) a comprehensive and competitive benefits package:

• Medical, Dental and Vision Coverage
• 401(k) Retirement Plan with employer match
• 20 PTO days accrued within the first year (includes sick time)
• 12 holidays per year, Diversity Time Off and Paid Volunteer Time Off
• Life and AD&D Insurance
• Long-term and Short-term Disability Insurance
• Voluntary Life Insurance
• Voluntary Long-Term Care (LTC) insurance
• Voluntary Pet Insurance
• Voluntary Legal Plan
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• AFLAC Voluntary Benefits
• MetLife Voluntary Benefits
• Employee Assistance Program

Vimly Benefit Solutions is an Equal Opportunity Employer