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Client Success Manager



Customer Service
Posted on Wednesday, January 25, 2023

Who Are We?

There are over 30M small businesses in the United States, but only a tiny fraction of them have a workplace savings program in place. As the savings gap in the country widens, it’s imperative that every worker has access to and participates in their company’s savings program, such as a 401(k) or 403(b). We believe that American workers should have easy access to an inexpensive, flexible, and intuitive solution to save for a brighter future.

Unfortunately, prior to Vestwell, small businesses have been neglected and underserved, with expensive, inflexible, poorly designed offerings built on old, mainframe software. Vestwell is changing that, starting with rebuilding the core infrastructure for the modern era.

Vestwell’s north star is to be the engine behind a $30T industry, powering all payroll-deducted workplace savings programs for small-to-midsize businesses, such as 401(k), 403(b), IRA, emergency savings accounts (ESA), health savings accounts (HSA), 529 college savings, and alike.

Vestwell’s focus is to build the most flexible, powerful workplace savings and investment platform, delivered through the hands and minds of their financial services partners with the help of payroll provider partners. The team at Vestwell makes the hard stuff look easy, by combining the expertise of financial advice with the sophistication of a technology provider.

As a result, workplace providers are able to bestow the advice and solution employers and employees have been asking for, while growing and scaling along the way. Employers get a cost-effective solution designed for their needs without all the headaches, and employees get a user-friendly portal that helps them achieve their long-term saving goals.

Why Vestwell?

With backing from leading FinTech investors, as well as a growing team of dedicated professionals of strong industry pedigree, Vestwell is at the forefront of a much-needed change in a 40-year old industry. Our team believes in the mission we’ve set out to achieve and we are working hard to get there. We’re ambitious, honest, thoughtful, and fun.


The CSM will be part of the Workplace Client Success team working across Financial Advisors, Plan Sponsors, and TPAs. This is an exciting opportunity to solve a wide range of complex challenges for Financial Advisors and be at the forefront of transformation in the retirement services and workplace savings industry.

The CSM is responsible for shaping the overall opportunity with the client. This is a sales-minded individual who understands the industry domain, the client’s business challenges, and how to leverage the right elements of our platform combined with plan design. They help to “quarterback” the changes, pulling in the relevant parties necessary and working closely with the deal desk team to convert opportunities to upsells.


Day-to-day you will be expected to:

A key component of Vestwell’s mission to empower retirement savings is to make the process of setting up and running a plan easy and painless. As a Client Success Manager, you will play a key role in understanding the advisor relationship and sponsor's goal and how those translate into an effective plan design and setup process. Your goal will be to ensure each Advisor and Plan Sponsor with Vestwell finds the process of having a retirement plan a key part of their benefits package. That’s the baseline. Your job also includes consistently providing leadership, deep expertise, and support to the rest of the team.

Day-to-day you will also be expected to:

  • Set the overall vision and strategic plan for your book of business, focusing on driving product adoption, leading a positive customer experience, and driving growth through cross-sell, upsell, and net retention improvements.
  • Create a regular cadence of account contact with the assigned book of partner accounts, its stakeholders, and the executive team to drive strategic initiatives, and measure the value of the partnership.
  • Develop a retirement plan upsell pipeline in your region through your key relationships
  • Provide product demos and understand the retirement plan record-keeping, administration, and technology inside & out
  • Manage & deliver on your upsell and revenue targets
  • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
  • Reduce churn and drive new business growth through greater advocacy and reference ability
  • Manage client expectations to avoid any disconnects with process and timing standard
  • Lead and/or attend scheduled client conference calls to provide program status and updates on remediation of any client issues
  • Conducting appropriate and timely follow up to ensure the highest level of service
  • Posting interaction within our tooling to document updates to client accounts
  • Work closely with the sales management and Regional VPs to align on strategies, forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate


The Necessities:

  • Team mentality and the ability to multitask while attending to a high exceeding an upsell quota
  • 3-5+ years in B2B sales, preferably in retirement, FinTech, wealth, or similar industry or defined contribution experience including Client Service, Plan Administration, Compliance, Plan Design, and/or Conversion experience for 401(k) and/or 403(b) plans.
  • Develop and maintain strong business partnerships with financial advisors, Plan Sponsors, and vendors
  • Intimate knowledge of how retirement plan advisors build, manage, and grow their practice
  • Clear understanding and ability to articulate partnerships across multiple channels
  • Consistent track record managing a book of business and exceeding sales targets
  • Strong attention to detail and a passion for creating a top-notch selling-through-service environment and processes
  • Strong time management skills to ensure the timeliness of all proactive and reactive communications

The Extras:

  • Strong understanding of what a record-keeper, TPA, and 3(16) administrator does
  • Experience selling retirement plan record-keeping and administration is a very, very strong plus
  • Previous coverage of the small and emerging corporate retirement plan market
  • Any FS certifications are a plus, eg: Series 7 and 66 or Series 65 from a registered investment advisor, CFA, Qualified 401(k) Administrator (QKA) credential, etc.

The expected base salary range for this position is 80-90k, plus variable. Please note that salary bands are based on NY and other similar metro areas and may differ based on where the role is ultimately hired.

Attention California residents: In the course of conducting our business and complying with federal, state, and local government regulations governing such matters as employment, tax, insurance, etc., we must collect Personal Information from you. Should you accept employment with Vestwell you may view our California Privacy Rights Act here Vestwell’s California Privacy Rights Policy

Our Benefits

We’re a growth stage startup with lots of exciting milestones ahead. We value health and wellness at Vestwell and in addition to a dedicated Employee Wellbeing Committee, we offer competitive health coverage and an open vacation policy. We have adopted a remote-hybrid office policy, but all employees are welcome at our bright, comfortable office with many workspace options in midtown Manhattan so everyone has a setting that is the most productive for them. We provide our team with all the equipment they need (plus a few perks!) to work effectively remotely. Oh, and naturally we have a great 401(k) plan!