Relationship Manager

Location:

Remote

At Thrive Pass, we’re on a mission to help employees and businesses Thrive —because benefits should be more than just check boxes. 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.
• Authentic — We show up as our true selves and value transparency.
• Resourceful — We find creative solutions and make things happen.
• Excellent — We hold ourselves accountable and take pride in our work.

At Thrive Pass, 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!

The Relationship Manager is responsible for delivering an exceptional client experience and ensuring long‑term client retention. Serving as the primary point of contact, the Relationship Manager coordinates, organizes, and oversees all aspects of the client relationship.

This role drives product adoption, ensures program understanding, and orchestrates cross‑functional service delivery to ensure clients receive consistent value, timely solutions, and guidance aligned with their business goals. The Relationship Manager is accountable for maintaining visibility into client needs, tracking activity, anticipating challenges, and ensuring structured execution of all client lifecycle events.

You will:

• Bring fresh ideas to the table—we’re all about innovation and continuous improvement.
• Collaborate with cross-functional teams (we love a good brainstorm).
• Consistently completes individual goals and contributes to team objectives
• Demonstrates our CARE values in all internal and external interactions
• Achieves > 99% net revenue retention by focusing on retaining the client relationships that are in force and increasing engagement through product adoption and revenue generating program enhancements
• Identifies, cultivates, and maintains strong advocate clients who are willing to participate in reference activities such as case studies, testimonials, reference calls and peer connections
• Provides strategic guidance to clients by aligning program design with organizational goals and industry best practices
• Proactively manages and organizes an assigned book of business, ensuring visibility into all client interactions and activities
• Facilitate client meetings by preparing agendas, guiding discussions, capturing decisions and information, and ensuring timely follow‑up on action items to drive accountability and project advancement
• Tracks and maintains detailed client information—objectives, stakeholders, decision makers, engagement history, and opportunities—within the CRM
• Identifies and reports client and broker trends, as well as impactful client events (e.g., program changes, workforce shifts)
• Partners with Product and Leadership to bring forward client insights that shape roadmap prioritization
• Communicates proactively, ensuring clients have clear expectations, timely updates, and visibility into all open action items
• Coordinates, organizes, and ensures timely execution of key client lifecycle events, including Annual Enrollment, contract renewals with administrative fee negotiations, implementation transitions, and scheduled reviews
• Forecasts retention risk, proactively implementing action plans to protect revenue and client relationships
• Lead the Brand Promise remediation process by coordinating client submissions, engaging executive leadership, developing structured action plans to address identified service deficiencies, and facilitating recurring client touchpoints to ensure alignment, accountability, and full resolution of all issues
• Leads the orchestration of cross-functional teams to ensure high-quality, consistent service delivery
• Partners closely with internal service teams and leadership to resolve issues, deliver information, and keep stakeholders aligned
• Drives timely escalation where needed—supported by…