Customer Experience Manager, Select Market

Role overview A remote Customer Experience Manager role focused on driving satisfaction and retention across an assigned portfolio of employer clients in the employee benefits space. The position owns the day-to-day service relationship, partners with senior consultants on benefits strategy, and serves as a trusted point of contact for clients, carriers, and vendor partners.

Responsibilities - Own the service relationship and account strategy for an assigned book of clients, ensuring consistent delivery quality and high satisfaction scores. - Support execution of the annual account plan, including renewal workflows and ongoing service milestones. - Partner with the consulting team to produce core deliverables such as benefit strategy materials, presentations, and open enrollment communications. - Lead open enrollment meetings and ongoing education sessions for client stakeholders. - Track industry trends, regulatory updates, and carrier changes, then translate those into useful guidance for clients. - Build and maintain relationships with carriers, vendor partners, and internal cross-functional collaborators to support renewals and operational improvements.

Requirements - Three or more years of benefits account management experience supporting a consulting team and managing a complex portfolio of clients. - Working knowledge of benefits and renewal workflow management at scale. - Active Life and Health Producer's License. - Working proficiency with Microsoft Excel, Word, and PowerPoint.

Nice to have - Hands-on experience with modern HR and benefits technology platforms. - Background spanning both large-group and small-group benefits consulting.

Benefits and work setup - Fully remote position based anywhere in the United States. - Base salary range of approximately $80,000 to $110,000 USD, plus a total rewards package that includes stock options, medical, dental, and vision coverage, HSA, FSA, HRA, life and disability insurance, an employee assistance program, flexible time off, paid parental leave, a $1,000 work-from-home stipend, wellness perks, and an employee referral bonus program.