Client Service Manager

About Self Bill Pro: Self Bill Pro is a rapidly growing startup dedicated to solving one of the most persistent challenges in the employee benefits ecosystem: the complexity of monthly benefits billing. We provide a tech-enabled service where our dedicated team leverages proprietary software to eliminate the administrative burdens of manual invoice audits and costly billing errors. Our mission is to streamline this critical operation, freeing up employers, brokers, and carriers to focus on their strategic priorities.

About the Role: We are seeking a Client Service Manager (CSM) with employee benefits experience to be the primary point of contact and relationship owner for a dedicated portfolio of clients. This is an individual contributor role reporting to the Manager of Client Services, not a people-leadership position. This is a client-facing role: fielding inbound inquiries, running proactive touchpoints across the client lifecycle, and owning the overall health of each relationship. This is a remote position.

Key Responsibilities:

Relationship Ownership & Client Success

• Serve as the main point of contact and relationship owner for a portfolio of clients.
• Build and maintain relationships with key client stakeholders, benefit administrators, brokers, and benefit carriers.
• Run proactive touchpoints across the client lifecycle (post-onboarding check-ins, periodic health checks, pre-renewal outreach), adapting cadence and communication style (call vs. email) to each client.
• Keep brokers looped into client communications and maintain the broker relationship directly.
• Own the controllable retention rate for your book of business.

Client-Facing Support & Advocacy

• Own inbound client inquiries end-to-end — billing questions, benefit invoice issues, and general account concerns — through to full resolution.
• Explain how benefit changes and data flow into billing so clients understand the invoice, not just the answer.
• Partner with cross-functional internal teams to resolve billing and benefit-related issues.
• Interface directly with reps from benefit administration platforms and insurance carriers to execute data or account updates.
• When an issue can't be solved directly, guide the client to the right resource and follow up to confirm resolution.

Invoicing Accuracy & Data Auditing

• Create and deliver precise, on-time benefit invoices every month through meticulous preparation and rigorous review.
• Coordinate daily with Client Services Administrative Specialists (CSAS) who assist with invoice creation, ensuring they understand each account and are meeting expectations on every invoice.
• Regularly audit data between systems (e.g., carrier, payroll/HRIS, and billing platforms) to confirm accuracy and consistency.
• Identify and find the root cause of enrollment, date, premium, and coverage discrepancies.
• Correct discrepancies and follow up with the relevant system or party to prevent recurrence.
• Provide training and guidance to clients on billing procedures and benefit plan details as needed.

Renewal & Account Management

• Lead clients through the annual renewal process, managing billing changes and the transition.
• Monitor account health and flag early warning signs — slow responses, unresolved questions, disengaged brokers or carriers.
• Identify and surface opportunities for process improvements in billing and account management.