Client Success Manager

About the Role

The Client Success Manager serves as the primary point of contact and trusted advisor for an assigned portfolio of clients served under CHR's PEO and ASO service models. This role is responsible for building strong, long-term client relationships, ensuring seamless delivery of HR, payroll, benefits, and risk management services, and driving client retention and satisfaction.

Key Responsibilities

Client Relationship Management

• Serve as the dedicated point of contact for an assigned book of business across PEO and ASO clients spanning payroll, benefits, HR, and risk management service lines.
• Conduct regular client check-ins, quarterly business reviews, and annual account reviews to assess satisfaction and service performance.
• Build deep relationships with client stakeholders at all levels including business owners, HR managers, and finance contacts.
• Facilitate onboarding of new clients and ensure a smooth, well-communicated transition into CHR's service platforms regardless of service model.

Service Delivery & Support

• Oversee consistent, high-quality service delivery across all assigned accounts.
• Support clients with day-to-day operational needs, acting as a true extension of their internal team.
• Conduct structured system check-ins with clients to review platform utilization, reinforce system knowledge, and provide education grounded in the client’s account history; ensure compliance requirements are met with each new system implementation and any changes to existing systems.
• Ensure clients are fully leveraging the scope of available CHR services including payroll processing, HR consulting, benefits administration, and compliance support.
• Coordinate with internal Payroll, Benefits, HR, and Risk teams to ensure accurate, timely, and compliant service delivery across all accounts.
• Proactively communicate regulatory updates, tax changes, compliance requirements, service updates, and CHR platform enhancements relevant to each client's workforce and structure, ensuring clients remain informed, engaged, and confident in the partnership. Coordinate with Human Resources as needed.

Resolution & Escalation

• Monitor service delivery across all assigned accounts and identify potential issues before they impact the client.
• Serve as the escalation point for complex client concerns, driving timely resolution with urgency and professionalism.
• Partner with internal teams to resolve payroll discrepancies, benefits enrollment issues, compliance questions, and HR matters.

Retention & Growth

• Own client retention goals for assigned portfolio and develop proactive strategies to protect and grow the book of business.
• Identify at-risk accounts and implement remediation plans in partnership with leadership.
• Identify and communicate up-sell and cross-sell opportunities within the existing client base; actively participate in upselling initiatives for new and upgraded systems by articulating the value of platform enhancements and guiding clients through adoption of expanded service capabilities.
• Partner with the sales team on renewals, contract discussions, and where appropriate, guide conversations around whether a client's evolving needs may make the PEO model a stronger long-term fit.

Reporting & Administration

• Maintain accurate and up-to-date client records in CRM and internal systems.
• Prepare and present client-facing reports on service performance, payroll summaries, and key account metrics.
• Participate in internal round robin reviews and team meetings to share client updates, flag concerns, and identify service trends across the portfolio.

Qualifications

Required

• 5 years of client-facing experience in a PEO, ASO, HR outsourcing, or payroll/benefits environment
• Solid understanding of both the PEO and ASO service models, including the structural and legal distinctions between the two.
• Proven ability to manage a high-volume book of business while maintaining high client satisfaction across diverse industries.
• Excellent verbal and written communication skills with the ability to present confidently to business owners and executives.
• Strong organizational and time management skills with the ability to prioritize competing demands across a large client portfolio.
• Proficiency in Microsoft Office Suite and CRM platforms

Core Competencies

• Client-first mindset with a proactive, consultative service approach
• Strong problem-solving and conflict resolution skills
• Ability to build trust and credibility quickly with business owners and HR professionals.
• Collaborative team player who thrives in a fast-paced, high-volume environment
• High emotional intelligence, professionalism, and executive presence
• Detail-oriented with strong follow-through.