Client Success Manager

Overview

Client Success Manager: Turn Financial Wellness Data Into Business Impact

My Secure Advantage (MSA) | Remote | $70K-$90K base + performance bonus (OTE: $95K-$125K)

Responsibilities & Role Characteristics

This role focuses on transforming program data into ROI stories for executives, and owning strategic client relationships to drive retention, utilization growth, and revenue expansion.

• Own an approximate portfolio of high-value client relationships with accountability for retention, member utilization growth, and revenue expansion.

• Design quarterly business reviews that clients look forward to and identify 3–4 engagement levers that move the needle for each account. Collaborate with internal teams to deliver outcomes.

• Translate member outcomes (debt reduction, credit improvement, savings growth) into business language used by benefits directors, HR VPs, CFOs and other executives.

• Shape how the client success function operates by applying frameworks (e.g., client health scoring, renewal risk assessment, expansion opportunity identification) and adapting them to our business model.

About MSA

For 35+ years, we’ve powered financial wellness programs for partners including T-Mobile, Nissan, Adobe, and more. We are mission-driven and financially disciplined, not a startup. Our work aims to reduce employee financial stress while delivering measurable ROI.

What Makes This Role Different

You'll Own Outcomes, Not Just Activities

• Manage a portfolio of ~20 high-value client relationships with full accountability for retention, utilization growth, and revenue expansion.

Executive-Level Engagement

Your clients include benefits directors, HR VPs, CFOs and other Account Executives at major corporations. You’ll translate outcomes into strategic business implications and present at executive levels.

Operational Impact

Contribute to evolving client success capabilities by introducing frameworks and adapting them to our needs, with meaningful autonomy to implement effective approaches.

Weekly Structure (Sample)

• Monday–Tuesday: Strategic Portfolio Management – review health data, prioritize accounts, plan QBRs.
• Wednesday–Thursday: Client Engagement & Collaboration – host QBRs, present ROI analysis, address challenges, coordinate with Education/Coaching/Product teams.
• Friday: Planning & Process Development – document learnings, update forecasts, scale repeatable systems.

• Monthly: Executive-level presentations, renewal negotiations, expansion opportunities with Growth team.

• You’ll manage ~20 client relationships with high average annual contract value; this is high-touch, strategic work.

Qualifications & What You Need

• 5–7+ years of experience managing complex B2B client relationships (benefits, HR tech, financial services, or SaaS preferred).

• Experience presenting to senior leadership and translating technical details into business impact.

• Owned retention and expansion targets with a proven track record of 90%+ retention.

• Experience building client success frameworks (health scoring, renewal processes, QBR formats) adaptable to new contexts.

• Strategic use of CRM platforms (HubSpot preferred) to drive decisions, not just track activity.

• Autonomy in environments where you define the “how” based on clear “what” objectives.

Compensation & Benefits

Base Salary: $70,000-$90,000 (based on experience)

Performance Bonus: Quarterly and annual bonuses tied to measurable outcomes

Total Compensation Potential: $95,000-$125,000 for strong performance

Benefits: Medical, Dental, Vision, 401(k) match, remote flexibility, free MSA financial coaching

Bonus component reflects 20+% of total compensation and is tied to client outcomes such as retention, utilization growth, health metrics, revenue expansion, and NPS.

What Makes This Opportunity Compelling

• Strategic Ownership: Build the client success function with autonomy.

• Executive Influence: Insights inform product roadmap, service delivery, and go-to-market strategy.

• Meaningful Mission: Enable financial transformation for thousands of families with measurable outcomes.

• Growth Trajectory: Early success leads to increased responsibility and leadership opportunities.

• Operational Efficiency: Small enough to move quickly, with 35+ years of stability.

Success Metrics

Within 12 months, you’ll be measured on:

• Client Retention Rate: 95%+

• Member Utilization Growth: 15–20% year-over-year

• Client Health Distribution: 70%+ green status

• Revenue Expansion: 10% contract value increase at renewals

• Client NPS: 65+ (target 70+)

Bonuses are tied to these metrics and reviewed quarterly with adjustable targets.

Culture & Values

We are guided by EOS framework principles and Working Genius assessments, and influenced by leaders such as Andy Stanley, Craig Groeschel, and Patrick Lencioni. Values include:

• Clarity over complexity

• Trust-based relationships

• Healthy conflict

• Discretionary effort

We are distributed across 27 states with headquarters in Roseville, CA. This role is fully remote with occasional travel (15–20% annually).

How to Apply

We’re looking for demonstrated expertise, not just polished resumes.

Include:

• Your Resume (standard format)

• A Client Success Framework Overview (1 page) – Share ONE framework you’ve built and used, plus how you approach client success systematically.

• A Brief Narrative (300 words max) – Answer: What’s your philosophy on client success? Share one measurable client win. Why does this role align with your career goals?

My Secure Advantage is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.