Client Account Manager

Location: US (Hybrid - Denver, CO | Hybrid - Saint Louis Park, MN | Remote US)

Who We Are

At ThrivePass, we're on a mission to help employees and businesses Thrive—because benefits should be more than just checkboxes. Through personalized benefits technology, data-driven insights, and meaningful experiences, we empower companies to support their teams in ways that truly matter.

We don't just talk about culture—we build it. Everything we do is rooted in our CARE values:

• Courageous – We embrace new challenges and fresh ideas.

• Accountable – We show up as our true selves and value transparency.

• Resourceful – We find creative solutions and make things happen.

• Engaged – We hold ourselves accountable and take pride in our work.

At ThrivePass, performance isn't just about hitting goals—it's about how you show up. We invest in our employees' growth and encourage bold thinking, collaboration, and continuous learning. Join us in shaping the future of employee benefits!

What You'll Do

The Client Account Manager supports Enterprise clients by partnering closely with Relationship Managers to drive client satisfaction, retention, and engagement throughout the customer lifecycle. This role serves as a key resource for day-to-day client support, account management activities, issue resolution, training, and cross-functional collaboration.

You will:

• Oversee day-to-day inquiries submitted through the Online Support Portal for Enterprise-level clients.

• Act as the central point of coordination for client inquiries, ensuring timely responses and high-quality support.

• Monitor, manage, and drive closure of open client tickets, escalating issues when appropriate.

• Partner directly with Relationship Managers to support an assigned book of business.

• Maintain accurate client information, account activity, workflows, configurations, and client-specific processes within CRM and internal resource systems.

• Provide subject matter expertise across ThrivePass benefit products and administrative processes.

• Assist with client issue management and escalations by developing and executing client-service recovery plans.

• Support Relationship Managers throughout implementations, annual renewals, plan-year changes, and termination activities.

• Deliver client training and education tailored to each client's unique configurations and processes.

• Collaborate with internal teams to resolve client issues and improve the overall customer experience.

• Identify trends, risks, and opportunities across assigned accounts and communicate recommendations to stakeholders.

• Drive process improvements that enhance operational efficiency for both clients and internal teams.

• Provide timely updates regarding client requests, project status, risks, concerns, and resolutions.

• Escalate client challenges appropriately while ensuring all relevant stakeholders remain informed.

What You Bring

We're looking for someone who's excited to make an impact and help our clients succeed.

• Strong client-first mindset and commitment to exceptional service.

• Ability to build trusted relationships with clients and internal stakeholders.

• Accountability and ownership in managing client needs and driving results.

• Collaborative approach to problem-solving and cross-functional teamwork.

• Passion for continuous improvement and operational excellence.

Must Haves

• Bachelor's degree required.

• 3–5 years of experience in Client Success, Account Management, Relationship Management, Benefits Administration, or a similar customer-facing role.

• Experience supporting employee benefits programs such as:

  • COBRA

  • HSA

  • FSA

  • Commuter Benefits

  • Wellness Programs

  • Tuition Reimbursement

  • Benefits Administration platforms or related benefit offerings

• Experience managing a portfolio of client accounts.

• Experience utilizing CRM platforms to maintain client records, communications, and account activity.

• Proficiency with systems such as ClientSuccess, Freshdesk, Salesforce, HubSpot, or similar CRM tools.

• Ability to understand and work within technical processes, workflows, configurations, and procedures.

• Strong analytical and problem-solving skills with the ability to identify root causes and recommend solutions.

• Demonstrated ability to identify operational efficiencies and process improvement opportunities.

• Ability to analyze client needs and develop practical, customer-focused solutions.

• Strong multitasking, prioritization, and organizational skills.

• Exceptional attention to detail and commitment to accuracy.

• Excellent written and verbal communication skills.

• High degree of empathy and client-centric communication.

• Experience collaborating cross-functionally to achieve successful client outcomes.

Nice to Haves

• Experience supporting Enterprise-level clients.

• Experience within HR Technology, Benefits Administration, FinTech, or SaaS environments.

• Experience delivering client onboarding, education, or training programs.

Why You'll Love Working Here

• $55,000–$68,000 annual salary

• Opportunities to grow, learn, and develop your career.

• A collaborative team that genuinely enjoys working together and celebrating wins.

• Competitive benefits package because we believe in supporting employee well-being.

• Flexible work options including remote and hybrid opportunities.

• An inclusive and welcoming environment for all.

ThrivePass is committed to fostering a workplace where everyone feels valued and respected. We do not discriminate based on race, color, religion, sex, gender identity or expression, age, national origin, disability, marital status, sexual orientation, military status, veteran status, or any other protected characteristic.

Join Us!

If this role sounds like your next great adventure, we'd love to hear from you. Apply today and help us build the future of employee benefits. 🚀