Sr. Manager, Client Success

Job Description

Who We are Looking For

We are seeking an experienced self-funded employee benefit professional who is passionate about making meaningful, positive change to the healthcare industry in America. Additionally, we are looking for a driven and strategic client success leader who thrives in a service oriented, high accountability culture. You are naturally curious, open-minded, and energized by collaboration, always looking for ways to improve and grow. With a strong sense of ownership, you take initiative, embrace challenges, and proactively seek solutions. You lead with a servant's heart, supporting both clients and colleagues to achieve collective success. If you are passionate about building authentic connections, driving results, and continuously evolving, we'd love to connect with you!

Position Summary

As the Senior Manager of Client Success, you will be a key driver of client retention, satisfaction, and overall success. You will lead efforts to deeply understand client needs, deliver proactive solutions, and create an exceptional client experience that builds lasting loyalty. In this role, you will foster authentic client and partner connections, strengthen retention strategies, mentor the client success team, and contribute to the organization's growth and profitability. Your leadership will ensure we consistently deliver what matters most to our clients, helping them thrive and positioning our company as their trusted partner.

Essential Responsibilities and Duties

Client Relationship Management:

Build and nurture strategic relationships with clients, advisors, and strategic partners, acting as a trusted advisor and advocate.

Anticipate client needs, challenges, and market shifts, proactively presenting strategic recommendations to enhance their experience and drive retention.

Lead complex client discussions, including Open Enrollment meetings (virtual or in-person), stewardship meetings, and escalations.

Oversee the preparation and review of plan documents, service agreements, and compliance materials.

Partner with Sales to support prospecting activities, leveraging client success stories to drive new business opportunities.

Contribute to the strategy renewal discussion by providing recommendations for plan design and strategic solutions.

Engage in executive-level client meetings as needed to reinforce value, strengthen relationships, and support renewal and expansion opportunities.

Client Onboarding and Growth:

Lead the onboarding experience for new clients, collaborating with cross-functional teams and partners to ensure a seamless transition.

Develop and execute customized onboarding and communication strategies aligned to client needs and goals.

Mentor and support team members to uphold onboarding best practices and ensure client readiness for success within our service model.

Product and Market Expertise:

Maintain a deep understanding of self-funded healthcare models, service partner ecosystems, compliance requirements, and evolving industry trends.

Act as a knowledge resource and consultant for clients and internal teams, educating them on benefits programs, eligibility, claims, and point solutions that drive better outcomes.

Identify opportunities to expand product adoption and client engagement.

Client Advocacy and Satisfaction:

Serve as the senior point of contact for issue resolution, coordinating with internal teams and partners to deliver timely, effective solutions.

Lead regular client check-ins, stewardship meetings, and performance reviews, ensuring the highest level of client satisfaction and loyalty.

Gather, analyze, and present feedback and insights from clients to influence internal process improvements and service enhancements.

Data Analysis and Strategic Reporting:

Interpret and present complex financial, utilization, and trend reports to clients, offering strategic insights and actionable recommendations.

Deliver quarterly and annual client reviews that proactively highlight successes, risks, and opportunities for continuous improvement.

Collaborate with leadership to refine client success KPIs and influence reporting frameworks.

Internal Leadership and Collaboration

Partner with internal teams to drive a seamless client experience.

Mentor and guide Client Success Coordinators to develop their skills and support team-wide performance goals.

Actively contribute to the development of client success tools, templates, and playbooks.

Documentation and Operational Excellence

Oversee accurate documentation of client interactions, issues, and project milestones in project management tools, i.e., Monday.com.

Ensure meeting agendas, notes, and follow-ups are finalized, shared, and actioned in a timely manner.

Required Skills/Abilities

Proven ability to build and sustain authentic relationships across all organizational levels, including leadership team, clients and partners.

Exceptional communication skills, with expertise in simplifying complex topics and facilitating strategic discussions with key stakeholders.

Strong critical thinking, problem-solving, and risk assessment skills, with a solutions-oriented and proactive mindset.

Demonstrated ability to influence without formal authority and lead cross-functional initiatives to successful outcomes.

High level of organization, attention to detail, and ability to manage multiple priorities in a fast-paced environment.

Superior analytical skills, with the ability to translate data into insights and strategic recommendations.

Independent judgment, decision-making skills, and ability to perform effectively in ambiguous situations.

Client-obsessed mindset with a commitment to continuous improvement, conflict resolution, and exceptional service delivery.

Experience mentoring or coaching team members to drive performance and elevate the client experience.

Background in self-funded healthcare and benefits administration solutions.

Proficiency with client success and project management tools.

Understanding of healthcare compliance regulations, i.e. ERISA, ACA and their impact on client programs.

Experience identifying upsell, cross-sell, or renewal opportunities through strategic client management.

Education/Experience

Bachelor's degree in business, Healthcare Administration, Communications, or related field preferred; equivalent work experience will be considered.

5+ years of experience in client success, account management, or client-facing roles, with a proven track record of managing and growing strategic client relationships.

4+ years of healthcare industry experience, ideally within self-funded healthcare, benefits administration, or insurance solutions.

Strong knowledge of self-funding concepts and healthcare compliance regulations strongly preferred.

Advanced proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint); comfortable building and presenting reports, analyses, and executive-level presentations.

Experience working with benefits administration platforms and data analytics tools; proficiency in CRM or client management systems a plus.

Bilingual in Spanish is a plus.

Experience leading client success initiatives, mentoring peers, or managing small teams is highly preferred.

Work Environment:

This position may be hybrid or remote.

This position routinely uses standard office equipment such as computers, phones, and photocopiers/printers.

Travel within the US up to 10% of the time.

Full-time

Fully remote