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Director of Client Management

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POSITION SUMMARY:

The Director of Client Management is a key leadership role within the Client Success team, responsible for overseeing the team of Client Engagement Managers (CEMs) and driving strategic initiatives that support client retention and growth. This role ensures that Decisely delivers a consistent, high-quality experience across a diverse client portfolio - including small groups, mid-sized businesses, and complex, multi-location organizations.

KEY RESPONSIBILITIES:

Team Leadership & Development

Lead, coach, and develop the Client Engagement Managers, providing performance feedback, mentorship, and career growth opportunities.
Promote a team culture of accountability, ownership, collaboration, and service excellence.
Ensure team alignment to strategic goals and service delivery expectations.

Client Strategy & Retention

Oversee client relationship strategies that drive long-term retention, satisfaction, and renewal success.
Monitor client health and lead retention planning for at-risk clients in collaboration with Client Engagement Managers.
Serve as a senior escalation point for complex client needs and situations.

Growth & Expansion

Support Client Engagement Managers in identifying cross-sell and upsell opportunities.
Guide strategic conversations to drive adoption of value-added services such as ICHRA and new platform offerings.
Track client lifecycle milestones and proactively manage client development plans.

Cross-Functional Collaboration

Partner with Sales, Product, and Operations to improve alignment and execution across the client lifecycle.
Collaborate with Marketing to shape retention strategies, client campaigns, and proactive outreach initiatives.
Contribute insights to inform product innovation and operational improvements.

Process Optimization & Reporting

Improve tools, workflows, and team operations to ensure consistency, scalability, and high-touch engagement.
Analyze key performance indicators to assess client trends, identify risks, and report progress to the Chief Client Officer and Executive Team.
Maintain documentation, templates, and playbooks to support CEM team success.

Required Qualifications/Education, Skills and/or Experience

Bachelor's degree in business, Operations, or a related field
8+ years of client management, account management, or client success experience, with 3+ years in a people leadership role.
Life & Health Insurance License required.
Experience managing accounts of varying sizes, including large or complex groups.
Strong relationship-building, influence, and strategic communication skills.
Deep knowledge of employee benefits, insurance, or healthcare delivery strongly preferred.
Knowledge of benefits compliance (ERISA, COBRA, HIPAA, ACA) strongly preferred.
Proficiency in CRM platforms and account planning tools; working knowledge of Microsoft Office Suite.
Highly analytical, organized, and solution-oriented with a collaborative mindset.

Ability to thrive in a fast-paced, high-growth, service-focused environment.

Physical Demands:

This position requires the ability to stand, walk, sit, use hands, reach, and communicate effectively. Vision requirements include close vision, color vision, and the ability to adjust focus. Travel, including air travel, may occasionally be necessary.

Work Environment and Environmental Conditions:

The work environment characteristics described herein are representative of those and employee encounters whilst performing the essential functions of this job. Reasonable accommodation is provided to enable individuals with disabilities to perform essential job functions.

Average salary estimate

$115000 / YEARLY (est.)

min

max

$100000K

$130000K

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What You Should Know About Director of Client Management, Decisely

Are you ready to steer client success into a new era? Decisely is on the lookout for a passionate Director of Client Management to join our vibrant team in Alpharetta, Georgia. In this pivotal role, you will lead our Client Engagement Managers, driving strategic initiatives that elevate client retention and growth across our diverse client portfolio. Your daily mission will focus on ensuring that our clients—ranging from small groups to complex, multi-location organizations—receive the top-notch experience they deserve. You’ll be coaching and developing your team, fostering a culture where accountability and collaboration flourish. You will also shape client relationship strategies aimed at long-term relationship building and satisfaction, ensuring we address any at-risk situations with care and expertise. Your keen eye for growth will support identifying opportunities to expand our offerings and enhance overall client satisfaction. Collaboration is key at Decisely, so you’ll partner with cross-functional teams—Sales, Product, and Marketing—to align our efforts and inform product innovation. If you have 8+ years of client management experience, a refined understanding of employee benefits, and enjoy an analytical and solution-oriented approach, we want to hear from you! Join us in leading client success at Decisely—where your insights and leadership will directly contribute to creating remarkable client experiences!

Frequently Asked Questions (FAQs) for Director of Client Management Role at Decisely

What are the key responsibilities of a Director of Client Management at Decisely?

As the Director of Client Management at Decisely, your responsibilities include leading and developing Client Engagement Managers, overseeing client relationship strategies for retention and satisfaction, guiding growth initiatives, and collaborating with cross-functional teams to optimize client experiences. Your role is crucial for ensuring that clients receive exceptional support and services tailored to their needs.