Manager of Customer Success

Role Summary:

The Co-president is looking for a Manager of Customer Success that is eager to deliver a high touch, 10/10 client onboarding experience for TEAM’s family office and fiduciary clients. The Manager of Customer Success will manage a team and be responsible for delivering smooth, friendly and professional client onboarding experiences for some of TEAM’s largest new clients. In the first year, you will be responsible for upleveling how we transition clients to TEAM, lead two team members, and partner with Client Partnerships to personally onboard clients in our Private Family Services and Core fiduciary markets. We’re looking for someone who is highly organized, displays strong executive client presence, loves solving problems, is a clear communicator, and can set a strong first impression for TEAM clients before they come on board! 

What you will do:

• Lead and deliver large-scale client onboardings in both the Private Family Services and fiduciary markets
• Partner with the Client Partnerships team to build timelines, project plans, kick-off material to initiate transitions to TEAM 
• Partner with our internal service teams, payroll, HR, and technology team to effectively navigate client onboarding challenges
• Be a strong people leader, coach, and mentor for our awesome implementation team! 
• Personally deliver highly complex and strategic client onboardings in a high-touch, client friendly manner
• Set the strategic vision and goals to improve the department (e.g., process improvement, communication templates, onboarding flow) and follow through on delivering on these improvements

Requirements

What we are looking for:

• Attributes
• Strong executive presence with a love for providing a world-class client service experience
• Proactive problem solver who can present complex topics in simple ways to drive client decisions
• Highly organized and detail-oriented
• Ability to manage multiple projects and priorities concurrently without dropping the ball (i.e., high say-do ratio)
• Leadership mindset with a passion for coaching, mentorship, and leading high performers
• Player coach who isn’t afraid of getting into the details of client onboarding!
• Experience
• Has 3 to 6 years of experience in a client-facing role
• Proven track record of delivering high-quality results in a client service environment
• Bachelors degree with a strong GPA alongside significant extracurricular activities

Benefits

Benefits:  

Company-sponsored medical, dental, and vision plan for employees and their dependents, 401(k) participation and match after 1 month of continuous service, wellness program, learning development program, life insurance, long-term disability coverage, charitable contribution matching, volunteer time off, and employee assistance program.  In addition to accrued vacation time and sick time, TEAM recognizes 12 paid federal holidays.  For team members based in the San Diego office, we provide daily catered meals, weekly massages, an onsite fitness center, a fully stocked pantry, happy hours, free parking, and much more.

Company Description:

TEAM Risk Management Strategies (www.teamemployer.com) is the national leader in the outsourced household employment market. Founded in 2003, we provide payroll, outsourced human resources, and risk management solutions, enabling individuals to choose and effectively manage their own in-home service providers. Beyond payroll and risk management, we specialize in fanatical customer service and partner with many of the nation’s largest blue-chip banks and financial institutions. 

We are a high-performing team pursuing aggressive growth targets.  We’re proud of our 93% client NPS, 15% organic revenue CAGR, and 99% revenue retention. We like to win, but we also have fun doing it: we have a close-knit family culture and keep things light with our regular team celebrations, games, and events. TEAM is also recognized as a winner of the San Diego Top Workplace award in 2022, 2023 and 2024. 

Our Mission:

To bring peace of mind and simplicity to household employment.

Our Vision:

To be the top provider for household employment in the US.

Our Values:

• We care deeply. We act with kindness and a deep sense of responsibility towards our clients, our employees, each other, and all.  
• We are thoughtful and thorough. We think through unasked questions because we know that the small things matter. 
• We see challenges as opportunities. We approach adversity with optimism and embrace even the toughest obstacles for the growth and wisdom they provide. 
• We hold the bar high. We want to be the very best at what we do, we hold ourselves and each other to a high standard, and we will run through walls to achieve our goals. 
• We serve with humility. There is no job too small. Great ideas can come from anyone. 
• We celebrate our success and each other. Knowing how hard we work on all the above, we recognize the importance of celebrating each other and our wins along the journey. 

This role is based in California. The California salary range for this position is $90,000-$115,000. Compensation is based on several factors including but not limited to the applicant’s skills, work experience, knowledge, abilities, education, etc.

Note:

TEAM Risk Management Strategies, LLC is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation, or any other protected characteristic under local, state, or federal law.