Customer Account Manager

Summary

Join Us at PlanSource: Your Exciting Career Awaits!

At PlanSource, a leading cloud-based provider of benefits administration technology and services, we are on a mission to simplify how people choose, use, and manage benefits through cutting-edge, AI-powered experiences. This is an incredible time to launch your career with us!

Role Overview

The Customer Account Manager is accountable for the customer account and relationship from closing of sales process, through implementation, and ongoing. The Customer Account Manager will maintain consistent communication, regular meetings, and solicit proactive feedback from customers and coordinate efforts internally to respond to needs and to drive increased value to customer relationships.  The Customer Account Manager is also responsible for exceeding budgeted retention rate and maximizing revenue per client. 

Key Responsibilities

Client Relationship Management

• Establish and maintain relationships with all key decision makers and contacts at client organizations, including executive-level stakeholders.
• Maintain consistent communication with clients, including regular meetings to review service levels and proactively solicit feedback.
• Establish a clear point of escalation for day-to-day client contacts and manage issue resolution effectively.

Account Management & Growth

• Exceed budgeted retention targets and maximize revenue per client.
• Continually seek opportunities to increase revenue through upselling additional service offerings or converting additional employer groups.
• Communicate, negotiate, and manage contractual changes with clients.
• Solicit sales leads and referrals from clients.

Project Management & Client Coordination

• Act as project manager/coordinator for all client special projects, including annual open enrollment.
• Manage and/or participate in the account implementation process, serving as a technical and process best practices resource and helping set expectations for the ongoing relationship.
• Bring in internal subject matter experts as needed to support specific client issues or projects.
• Reintroduce account teams as necessary to support continuity and alignment.

Operational Execution & Delivery

• Partner with Ongoing Service Teams to deliver high-quality services to clients.
• Participate and coordinate with internal departments, including billing and collections, on client-specific issues.
• Drive continual efficiency and added value within client relationships by implementing system functionality and process improvements.
• Develop and deliver client-facing metrics and reporting.

Documentation & Governance

• Maintain and update all client documentation, including tracking client activity and account details.
• Ensure accurate documentation of client interactions, projects, and service delivery.
• Complete job-related training and development as required.

Additional Responsibilities

• Work on special projects or additional duties as assigned by management.

AI‑Enabled Support & Continuous Improvement

• Use AI‑enabled tools to help analyze patterns in support tickets, summarize findings, and accelerate root‑cause analysis, with appropriate validation.
• Apply AI assistance to support documentation, knowledge base updates, and issue research.
• Identify opportunities to improve support workflows through automation and tooling.
• Contribute to continuous improvement of support processes, documentation, and operational practices.

Scope

Executes and manages all account activities to deliver an optimized, scalable, and quality-focused customer journey. Implements strategic account plans while supporting day-to-day operational and administrative activities that drive client success.

Complexity

Contributes to and executes strategic account plans that support ongoing customer success. Requires analysis of client-specific needs, business environments, and operational considerations, leveraging knowledge of benefits administration, technology, and client objectives.

Discretion

Erroneous decisions or actions may negatively impact client relationships, service delivery, and business outcomes.

Interaction

Regularly interacts with client stakeholders (including executive-level contacts) and internal partners across departments. Interactions involve influencing outcomes, gathering feedback, and representing the organization in client-facing engagements.

Supervision 

Operates as an individual contributor within a cross-functional team, leveraging subject matter expertise to support client outcomes while collaborating closely with internal partners.

Success Indicators

• Client Retention & Growth: Meets or exceeds retention targets while increasing revenue per client through upselling and expansion opportunities.
• Client Experience & Relationship Strength: Builds strong, trusted relationships with stakeholders, reflected in positive client feedback and engagement.
• Delivery & Execution: Successfully manages client projects, timelines, and deliverables (e.g., open enrollment) with high quality and minimal disruption.
• Operational Excellence & Accountability: Maintains accurate documentation, meets commitments, and proactively resolves issues while driving continuous improvement.

About You

Experience & Education

Preferred Qualifications 

• 5+ years of experience in a high visibility client management position within HR/ Benefits Service industry.  
• Career path that demonstrates consistency, increasing level of responsibility in scope and scale.
• Health and Welfare domain knowledge that demonstrates expertise in enrollment technology configuration, employee benefits processes, benefit program requirements, carrier and payroll exchanges, and a firm understanding of benefit services (e.g. Open Enrollment, COBRA, ACA, Call Center, Billing).
• General understanding of EDI data and file delivery management, including but not limited to requirements gathering, vendor file delivery, 834 and 5010 layouts, troubleshooting, and payroll file processes.

Technical & Professional Skills

• Ability to be an effective team member.  
• Excellent oral and written communication skills.  
• Excellent organization and prioritization skills.         
• Familiar with Microsoft Office and Microsoft Outlook Demonstrated ability to effectively work with all levels and cross-functionally within the company.    
• Must be able to work outside of normal work hours.                          
• Must have ability to travel as required (approx. 10%).  
• Strong customer service and orientation skills.  
• Strong problem-solving skills.  

What We Offer

At PlanSource, benefits are at the core of what we do, and we understand their impact on our employees and their families. That’s why we’ve designed our benefits program to support overall wellbeing across health, financial security, career growth, and work‑life balance.

• Comprehensive health coverage with multiple medical plan options - all covering 100% of in-network preventive care. 
• Employer‑funded Health Savings Account (HSA) - up to $1,000 annually for family coverage. 
• Dental & Vision planswith 100% coverage for routine dental care and $250 vision frame allowance, plus employee-only vision premiums at $0.
• 401(k) with immediate vesting and a 50% company match up to 6% of contributions.
• Generous paid parental leave, adoption assistance, and fertility benefits.
• Flexible PTO, paid holidays, a strong culture of work‑life balance and Flex Fridays in the summer.
• Mental health & wellbeing support, including Employee Assistance Program (EAP), movement and wellness resources.
• Rewards and recognition programs that celebrate employees through peer recognition, awards, and quarterly recognition initiatives.

Top 5 Reasons to join PlanSource

#5: Be part of what’s next in benefits technology 

Join a company redefining how benefits work. Backed by Vista Equity Partners, PlanSource is continuously investing in innovation, bringing together AI, automation, and human insight to simplify complex processes and deliver real outcomes. This is your opportunity to build the future of benefits at scale.

#4: Make an impact with technology our customers trust 

Our platform powers some of the most complex benefits programs in the market, and our customers rely on us to get it right. From a unified benefits ecosystem to AI-driven decision support, everything we build is designed to deliver clarity, confidence, and measurable impact for the people who use it every day.

#3: Be recognized, supported, and set up to thrive

We believe great work deserves recognition and real support. From meaningful rewards and recognition programs to a comprehensive approach to employee support, we invest in helping our people perform at their best and feel valued along the way.

Recognized as a top workplace, PlanSource has earned multiple Great Place to Work certifications and numerous awards, including Best Company for Culture, Work-Life Balance, and Compensation, reinforcing our commitment to an exceptional employee experience.

#2: Grow your career with intention

At PlanSource, career growth doesn’t happen by accident. With a strong track record of internal mobility, structured development paths, and opportunities to take on new challenges, you’ll have the support and flexibility to build a career that evolves with you.

#1: Be part of a culture built on connection and impact

Our culture is rooted in connection, inclusion, and shared success. Guided by our S.O.U.R.C.E. values, we lead with service by putting others first, approach challenges with optimism, and act with urgency to drive meaningful outcomes. We hold ourselves accountable through reliability, continuously grow through curiosity, and operate with efficiency to maximize the impact of our work. Here, diverse perspectives are valued and they directly shape how we collaborate, innovate, and deliver an exceptional experience for our customers.

NOTE: We will consider a remote employee for approved cities PlanSource can accommodate.

If you’re selected, you’ll receive your offer and be asked to complete a background check. This will include a drug screen, criminal record search and verification of previous employment and/or education.

Recruiting Scams: Unfortunately, scams targeting job seekers are common. To protect our candidates, we want to remind you that authorized representatives of PlanSource will only contact you from an email address ending in @plansource.com.  PlanSource will never ask for personally identifiable information such as Date of Birth (DOB), Social Security Number (SSN), banking/direct/tax details, etc. via email or any other non-secure system, nor will we instruct you to make any purchases related to your employment. If you believe you’ve encountered a recruiting scam, report it to the Federal Trade Commission and your state’s Attorney General.

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Version May 2026