The Larkin Company
Senior Client Success Manager
The Larkin Company, San Francisco, California, United States, 94199
Overview
Job Title: Senior Client Success Manager Reports To: Director, Client Success FLSA Status: Exempt Location: This is a remote position. Candidates must currently live in California to be considered for the position. Employees must have the ability to travel up to 25% of their time. Note: We are also advertising this role for the Roseville, CA area. Anyone within a reasonable driving commute to Roseville, CA would need to apply for that posting and follow our remote-first hybrid schedule (in-office bi-weekly, 2 times per month). The Company
The Larkin Company is a leave and disability claims company focused on providing a personal touch and exceptional service. We combine expert knowledge in leave and interactive process administration and disability management with a friendly, professional approach to customer service. We strive to deliver an excellent customer experience and to continuously achieve high levels of client satisfaction. The Team
We are a highly collaborative, hardworking team with a people-centric focus. The Client Success team works on business development, ongoing client implementations, and relationship management, focusing on building long-term partnerships and supporting clients across the organization. The Role (Expectations)
The ideal candidate is passionate about delivering outstanding end-to-end customer service and is an effective communicator, negotiator, trusted partner, and strategic advisor. They are organized, self-starting, and adaptable to a fast-changing environment. They drive initiatives to grow client trust and loyalty as a strategic advisor, contributing to revenue growth and client retention. They take ownership of client escalations, ensure rapid resolutions, and perform deep root-cause analysis. They advocate for clients, drive cross-functional initiatives to enhance Larkin’s value proposition, and ensure client satisfaction with every outcome. They possess strong research skills and the ability to read, interpret, and advise employees/employers on employer policies, federal/state laws, and best practices related to leave, ADA accommodations, and claims management. Responsibilities
Drive and deliver gold-standard end-to-end client experience; own the overall success of your client portfolio, focusing on retention, cross-sell growth, tool adoption, and exceptional client satisfaction metrics. Own renewal and growth conversations to maximize revenue, customer value, and satisfaction. Be a trusted partner and strategic advisor; understand client organizations, stakeholders, and priorities to inform strategies. Develop and implement strategies to build loyal promoters and strong client advocacy. Uncover insights for product optimization and innovation; translate learnings into actionable recommendations. Champion continuous improvement; drive change with urgency to deliver excellent service. Contribute to scaling the Client Success team and collaborate with management across the organization. Mentor team members and partner with other departments on multi-functional initiatives. Qualifications
Four-year college degree or professional certification in a related field (or equivalent experience) preferred. Minimum 3 years of leave-of-absence administration or related field with knowledge of federal/state leave laws. Minimum 5 years in a client-facing role with a track record as a strategic partner and trusted advisor. Ability to travel 25% (required). Skills
Negotiation: ability to bring stakeholders together to close deals. Consultative: understands client pains, goals, and priorities. Customer focus: passionate about delivering exceptional service. Strong communication: excellent written and verbal skills with active listening and conflict resolution. Problem-solving: creative, solution-oriented, with sound judgment. Time management: manages multiple clients and projects in a fast-paced environment. Business acumen: understands client industry and goals to tailor strategies. Organization and prioritization: manages multiple projects and deadlines. Technical skills: proficient in MS Office and information retrieval. Key Behaviors
Ownership mindset: take full ownership of client portfolio and trajectory. Proactive and "scrappy" mindset: tackle challenges boldly. Learner: eager to learn with a positive attitude. Teamwork: collaborates effectively across teams and levels. Professionalism: maintains confidentiality and upholds company values. Adaptability: stays current with industry changes and client needs. Equal Opportunity Employer: The Larkin Company is an Equal Opportunity Employer. Compensation
Compensation details: 100,000.08 - 136,580.16 yearly salary.
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Job Title: Senior Client Success Manager Reports To: Director, Client Success FLSA Status: Exempt Location: This is a remote position. Candidates must currently live in California to be considered for the position. Employees must have the ability to travel up to 25% of their time. Note: We are also advertising this role for the Roseville, CA area. Anyone within a reasonable driving commute to Roseville, CA would need to apply for that posting and follow our remote-first hybrid schedule (in-office bi-weekly, 2 times per month). The Company
The Larkin Company is a leave and disability claims company focused on providing a personal touch and exceptional service. We combine expert knowledge in leave and interactive process administration and disability management with a friendly, professional approach to customer service. We strive to deliver an excellent customer experience and to continuously achieve high levels of client satisfaction. The Team
We are a highly collaborative, hardworking team with a people-centric focus. The Client Success team works on business development, ongoing client implementations, and relationship management, focusing on building long-term partnerships and supporting clients across the organization. The Role (Expectations)
The ideal candidate is passionate about delivering outstanding end-to-end customer service and is an effective communicator, negotiator, trusted partner, and strategic advisor. They are organized, self-starting, and adaptable to a fast-changing environment. They drive initiatives to grow client trust and loyalty as a strategic advisor, contributing to revenue growth and client retention. They take ownership of client escalations, ensure rapid resolutions, and perform deep root-cause analysis. They advocate for clients, drive cross-functional initiatives to enhance Larkin’s value proposition, and ensure client satisfaction with every outcome. They possess strong research skills and the ability to read, interpret, and advise employees/employers on employer policies, federal/state laws, and best practices related to leave, ADA accommodations, and claims management. Responsibilities
Drive and deliver gold-standard end-to-end client experience; own the overall success of your client portfolio, focusing on retention, cross-sell growth, tool adoption, and exceptional client satisfaction metrics. Own renewal and growth conversations to maximize revenue, customer value, and satisfaction. Be a trusted partner and strategic advisor; understand client organizations, stakeholders, and priorities to inform strategies. Develop and implement strategies to build loyal promoters and strong client advocacy. Uncover insights for product optimization and innovation; translate learnings into actionable recommendations. Champion continuous improvement; drive change with urgency to deliver excellent service. Contribute to scaling the Client Success team and collaborate with management across the organization. Mentor team members and partner with other departments on multi-functional initiatives. Qualifications
Four-year college degree or professional certification in a related field (or equivalent experience) preferred. Minimum 3 years of leave-of-absence administration or related field with knowledge of federal/state leave laws. Minimum 5 years in a client-facing role with a track record as a strategic partner and trusted advisor. Ability to travel 25% (required). Skills
Negotiation: ability to bring stakeholders together to close deals. Consultative: understands client pains, goals, and priorities. Customer focus: passionate about delivering exceptional service. Strong communication: excellent written and verbal skills with active listening and conflict resolution. Problem-solving: creative, solution-oriented, with sound judgment. Time management: manages multiple clients and projects in a fast-paced environment. Business acumen: understands client industry and goals to tailor strategies. Organization and prioritization: manages multiple projects and deadlines. Technical skills: proficient in MS Office and information retrieval. Key Behaviors
Ownership mindset: take full ownership of client portfolio and trajectory. Proactive and "scrappy" mindset: tackle challenges boldly. Learner: eager to learn with a positive attitude. Teamwork: collaborates effectively across teams and levels. Professionalism: maintains confidentiality and upholds company values. Adaptability: stays current with industry changes and client needs. Equal Opportunity Employer: The Larkin Company is an Equal Opportunity Employer. Compensation
Compensation details: 100,000.08 - 136,580.16 yearly salary.
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