Customer Success Manager (Columbus)

Job Description

Summary/Objective

The Client Success Manager (CSM) serves as a critical client-facing operator within Armada Employer Group, responsible for driving client

satisfaction, retention, and long-term account success across the full lifecycle of the client relationship—from onboarding through ongoing

service execution.

This role functions as the primary point of contact and trusted advisor for assigned clients, ensuring seamless implementation, accurate

system configuration, proactive communication, and timely issue resolution. The CSM plays a key role in reinforcing Armada Employer

Group’s value proposition by guiding clients through AEO services, ensuring operational excellence, and identifying opportunities to

strengthen and expand client relationships.

Armada Employer Group is a high-growth division within the Armada Family of Companies, built to modernize how businesses manage

workforce risk, workers’ compensation, and employer responsibilities. Through our Alternative Employer Organization (AEO) model, we

provide a direct alternative to the traditional Ohio BWC system—delivering cost savings, removing administrative burden, and shifting workers’

compensation liability off our clients’ balance sheets. By combining payroll coordination, compliance infrastructure, claims management, and

risk strategy into a single platform, Armada Employer Group enables employers to operate more efficiently, scale their workforce with

confidence, and reduce overall exposure.

This is not a traditional client service role. This individual will play a key role in building the foundation of our client experience function,

with direct exposure to leadership and the opportunity to grow into a leadership position as the business scales. We are looking for someone

who thrives in a startup environment—adaptable, proactive, and excited to help build processes, not just follow them, with a high level of

ownership, problem-solving ability, and operational thinking.

Top performers in this role will have a clearly defined path into leadership as Armada Employer Group scales its client base, expands its

service platform, and builds out its client success organization.

Compensation

Includes a competitive base salary and eligibility for discretionary bonus or incentive compensation based on individual performance, client

retention, service execution, and overall company results.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Client Relationship Ownership

● Own and manage a portfolio of Armada Employer Group client accounts.

● Serve as the primary strategic and operational point of contact for clients.

● Build long-term relationships that drive retention, satisfaction, and account stability.

● Conduct periodic business reviews to evaluate performance, identify needs, and present solutions.

● Act as a trusted advisor on Armada services, processes, and best practices.

Client Onboarding & Implementation

● Lead the full onboarding lifecycle for new clients following agreement execution.

● Conduct structured kickoff meetings to establish expectations, timelines, and deliverables.

● Configure client accounts within ArmadaPay, including:

○ Company setup

○ Pay schedules

○ Workers’ compensation classifications and rates

● Coordinate with internal teams and external partners to ensure accurate and timely implementation.

● Manage onboarding workflows, proactively identifying risks and driving completion.

● Conduct post-implementation reviews to ensure a successful transition into ongoing service.

● Ensure all agreements and documentation are properly executed, organized, and maintained.

Client Success & Retention

● Proactively monitor client satisfaction and engagement levels.

● Identify risks to retention and take action to resolve issues before escalation.

● Partner with internal teams to improve service delivery and client outcomes.

● Identify opportunities for service expansion, cross-sell, or enhanced utilization of Armada offerings.

● Reinforce Armada’s position as a long-term strategic partner to the client.

Service Execution & Issue Resolution

● Investigate and resolve client issues with urgency, accountability, and professionalism.

● Own the resolution process end-to-end, including coordination with internal stakeholders.

● Escalate complex issues appropriately while maintaining client confidence.

● Document all interactions, issues, and resolutions within CRM systems.

● Ensure follow-through and confirmation of resolution with clients.

Operational Accuracy & Process Discipline

● Maintain high standards of accuracy in system setup, billing configuration, and client data.

● Ensure adherence to internal processes, compliance requirements, and service standards.

● Support continuous improvement by identifying process gaps and recommending solutions.

● Leverage ArmadaPay and internal systems to ensure scalable, consistent service delivery.

Competencies

Client Ownership & Accountability

● Takes full ownership of client outcomes, satisfaction, and retention.

● Operates with a proactive, solution-oriented mindset.

Armada Employer Group | 7710 Olentangy River Rd. | Columbus, OH 43235 |

Executive Communication

● Communicates clearly, professionally, and confidently with clients and internal teams.

● Simplifies complex topics into clear, actionable guidance.

Organization & Execution

● Effectively manages multiple accounts and onboarding timelines simultaneously.

● Maintains structure, prioritization, and discipline in a fast-paced environment.

Problem Solving & Decision Making

● Demonstrates sound judgment in resolving issues and managing escalations.

● Balances speed with accuracy in decision-making.

Operational Discipline

● Executes processes consistently with strong attention to detail and data integrity.

● Maintains accurate records and ensures system reliability.

Supervisory Responsibility

This position does not have direct supervisory responsibility but works cross-functionally with Sales, Operations, Payroll, Compliance, and

Client Services.

Work Environment

This role operates in a professional office environment with frequent use of computer systems, CRM platforms, and client communication

tools. The position requires extended periods of sitting, active communication, and ongoing coordination across internal and external

stakeholders.

Physical Demands

Prolonged periods of sitting and computer usage. Occasional lifting of documents/materials and walking through client job sites or

government facilities.

Position Type/Expected Hours of Work

Full-time, exempt position. Standard business hours (Monday–Friday), with flexibility to meet client needs and deadlines.

Travel

Limited travel may be required for client engagement, onboarding support, or internal collaboration.

Preferred Education and Experience

Associate’s or Bachelor’s degree preferred; equivalent experience considered.

2+ years of experience in client success, account management, or client-facing roles.

Experience in HR outsourcing, payroll services, staffing, or employer services strongly preferred.

Working knowledge of workers’ compensation, payroll, or HR administration is a plus.

Experience managing onboarding, implementation, or client lifecycle processes preferred.