Client Success Manager

Key Responsibilities: Own day-to-day relationship management for an assigned portfolio of clients, serving as their primary point of contact and building trusted, long-term relationships. Monitor client satisfaction, program health, and performance, and proactively flag risks, trends, and potential growth opportunities to Client Success leadership. Support client implementations and launches, coordinating operational requirements and keep tasks on track. Lead recurring client meetings, executive business reviews, performance discussions, and other client communications. Track account activity, tasks, and deliverables for your portfolio in project plans and other tools. Ensure data files are set up correctly and coordinate ongoing data file needs in a timely manner within client SLAs/KPIs. Prepare and deliver routine client reporting according to contract requirements and SLAs (including Q/A, delivery, scorecards, etc.). Support business reviews by pulling data, preparing materials, and highlighting key program results. Manage client complaints and requests for additional information, resolving issues directly where possible and escalating complex or sensitive issues appropriately. Manage client invoices and respond to billing inquiries. Ensure timely completion and coordination of client compliance/audit requests. Coordinate and manage care referrals for members, highlighting critical referrals to the client. Partner with internal teams to meet client deliverables, ensure continuity of support after go-live, and drive process improvements. Anticipate client needs and bring forward solutions to overcome obstacles. Meet or exceed client satisfaction and retention goals for your portfolio. To qualify for this role, you must possess the following qualifications or an equivalent combination of education and experience: Relationship management – the ability to build rapport, establish trust, and maintain strong relationships with clients and internal partners, and manage expectations with confidence. Strong communication skills – the ability to communicate clearly and effectively with clients, colleagues, and other stakeholders, both verbally and in writing. Project and task management – the ability to manage multiple accounts and deliverables at once, set timelines, and follow through. Analytical skills – the ability to review data, identify trends, and share insights that inform client conversations and decisions. Problem-solving skills – the ability to resolve day-to-day client issues, collaborate on creative solutions, and know when to elevate. Attention to detail – strong organizational skills to ensure all client deliverables are accurate and on time. Technical aptitude – a working understanding of the products and services supported and the ability to troubleshoot issues with IT and internal teams. Cross-functional collaboration – the ability to partner with internal teams to support client needs. Self-discipline, the ability to work from home and/or travel. Bachelor’s degree in Business, Marketing, Healthcare Administration, or other related field. 3–5 years of relevant experience in account management, client success, client implementation, or operations; health plan or healthcare experience preferred. Proficiency in MS Word, Excel, PowerPoint, and GSuite; Salesforce experience a plus.

Travel Requirements: Company quarterly meetings and client events.

Physical & Mental Requirements: Analytical Reasoning & Sound Judgment: Ability to review client data and program performance, identify trends, and exercise sound judgment on when to resolve an issue directly versus escalating. Multi-Tasking & Organization: Capability to manage multiple client accounts simultaneously while tracking client SLAs, KPIs, and deliverables across tools like Salesforce, Jira, and GSuite. Prolonged Digital Workstation Use: Ability to perform extended periods of sedentary computer work and interact continuously through digital collaboration platforms in a remote/home-office environment. Stakeholder & Relationship Management: Emotional intelligence needed to build trust, handle client complaints with care, and advocate for client needs internally. Adaptability & Resilience: Capacity to stay focused and responsive amid shifting priorities, tight timelines, and evolving processes. Clear Communication & Event Delivery: Strong verbal and written communication skills to host meetings, present content virtually and in person at client events, and travel periodically for quarterly meetings.

Location: Remote US

Benefits: Competitive salary and equity package