Client Success Manager

Build Relationships. Drive Growth. Make an Impact.

Are you passionate about helping clients succeed while growing long-term business relationships? We are seeking a proactive, relationship-focused Client Success Manager (CSM) to serve as a trusted advisor to our broker partners and employer groups. In this highly visible role, you will play a key part in retaining business, identifying growth opportunities, solving complex service issues, and delivering an exceptional client experience.

As a strategic partner to brokers, sales leaders, and internal teams, you'll help strengthen relationships, expand coverage opportunities, and drive premium growth across an established block of voluntary benefits business.

What You Will Do

Cultivate and Grow Key Relationships

Serve as the primary point of contact for an assigned portfolio of broker relationships and employer groups.
Build trusted partnerships through proactive communication, responsiveness, and outstanding service.
Conduct broker and client meetings, both virtually and in person, to support retention and growth initiatives.
Collaborate with Regional Marketing Directors and sales teams to strengthen broker relationships and improve client satisfaction.

Drive Account Growth and Retention

Identify opportunities to increase participation, expand coverage offerings, and grow premium within existing accounts.
Develop and execute account strategies focused on retention, enrollment growth, and long-term client success.
Monitor renewal activity and proactively address retention risks before they impact business.
Analyze account performance data and recommend growth strategies tailored to each broker's business model.

Deliver Strategic Client Support

Prepare and review sales proposals to ensure accuracy, completeness, and alignment with company guidelines.
Coordinate with internal teams to facilitate smooth implementation of plan changes and new coverage opportunities.
Resolve broker service concerns and commission inquiries with professionalism and urgency.
Serve as a resource and advocate for brokers by providing timely updates, solutions, and follow-through.

Improve Processes and Operational Excellence

Track account activity, renewals, service requests, and growth opportunities within business systems.
Partner with operational teams to enhance workflows, improve service delivery, and strengthen the broker experience.
Participate in projects and initiatives that support business growth, operational efficiency, and client satisfaction.
Identify trends, risks, and opportunities that help drive continuous improvement.

What You Will Bring

Bachelor's degree in Business Administration, Insurance, Finance, Marketing, Communications, or a related field preferred.
3-5 years of experience in account management, client service, broker support, voluntary benefits, group insurance, financial services, or a related industry.
Experience supporting brokers, employer groups, enrollment platforms, insurance operations, renewals, or client service functions required
Life and Health Insurance License preferred, or the ability to obtain one within a company-defined timeframe.
Proficiency with Microsoft Office and experience working with CRM systems, enrollment platforms, broker portals, and other business applications.
Strong relationship-building and client service skills, with the ability to establish credibility and trust with brokers, clients, sales teams, and internal partners.
A proactive, growth-oriented mindset with the ability to identify retention, cross-sell, enrollment, and account expansion opportunities.
Knowledge of account management, renewal processes, post-sale service, and broker/client support best practices.
Excellent organizational skills with the ability to manage multiple priorities, service requests, and renewal activities independently.
Strong verbal and written communication skills, with the ability to effectively explain options, recommendations, and next steps to a variety of stakeholders.
Sound judgment, critical thinking, and problem-solving abilities, including knowing when to resolve issues independently and when to escalate appropriately.

About Armed Forces Benefit Association (AFBA) and 5Star Life

In 1947, AFBA emerged from the basement of the Pentagon to solve a critical need in support of the military. More than 75 years later, our commitment to those who serve and to solving their unique problems remains core to everything we do. Founded to provide military members with a death benefit no one else would, we continue to embrace our mission and deliver benefits tailored to the real-life needs of all who serve today, including active duty, National Guard, and first responders. Providing protection to those who go in harm’s way, we ensure survivor and other benefits are available to all who serve, defend, and protect our great nation, no matter what. 5Star Life Insurance Company was founded in service and carry that mission today by committing to serve those who serve, from underwriting benefits for military and first responder families to providing coverage to the employees that keep our communities running. Our commitment to our communities – rather than the bottom line- drives our business.

Benefits we offer:

health insurance (medical, dental, and vision)
flexible spending accounts (medical and dependent care)
401k plan with generous employer match
paid time off
paid holidays (12)
life insurance
short- and long-term disability insurance
employee assistance program
professional development & tuition reimbursement
career growth opportunities
on-site gym and locker rooms (Alexandria, VA office only)
friendly, collaborative culture

Qualified people of all races, ethnicities, ages, sex, genders, sexual orientations, national origins, gender identities, marital status, religions, veterans' statuses, disabilities, and any other protected classes are strongly encouraged to apply. As an equal opportunity workplace, we are committed to creating an inclusive environment for all employees. AFBA and 5Star Life Insurance Company endeavors to make reasonable accommodations to the known physical or mental limitations of qualified applicants with a disability unless the accommodation would impose an undue hardship on the operation of our business. If an applicant believes they require such assistance to complete the application or to participate in an interview, or has any questions or concerns, they should contact Human Resources (hr@afba.com). EEO is the Law (Link to external DOL site). AFBA and 5Star Life Insurance Company is an Equal Opportunity Employer and an E-Verify Employer.

Learn more about this Employer on their Career Site

Sales Support Manager