Job Details

Sr. Client Success Manager

This role is an opportunity to drive meaningful client relationships within a fast-growing care technology environment. You will serve as a strategic partner for employer clients, helping them maximize the value of their solutions and improve member experiences. The position combines account management, customer success strategy, project coordination, product expertise, and team mentorship. You will manage a portfolio of high-value accounts while identifying opportunities for retention, growth, and deeper engagement. Working cross-functionally, you will translate client needs into actionable improvements and business outcomes. This role is ideal for a relationship-focused leader who thrives in an evolving environment and enjoys creating measurable impact.

Accountabilities:

As a Sr. Client Success Manager, you will own the success and growth of strategic client partnerships by building trusted relationships, improving engagement, and ensuring customers achieve their goals. You will act as a client advocate internally while collaborating with sales, product, and operational teams to deliver exceptional experiences.

• Manage a portfolio of client accounts, developing strategic and tactical plans to increase satisfaction, retention, engagement, and long-term growth.
• Serve as the primary relationship owner for clients, understanding their objectives, challenges, and priorities while ensuring their feedback is effectively communicated internally.
• Develop and execute retention strategies, renewal plans, and expansion opportunities to strengthen partnerships and drive additional value.
• Lead client communications, including business reviews, strategic meetings, events, and project updates aligned with shared goals.
• Partner with growth and sales teams to identify account expansion opportunities and maximize customer lifetime value.
• Coach and support other client success team members by sharing knowledge, best practices, and guidance.
• Collaborate with internal teams to improve client experiences, optimize processes, and support broader business initiatives.
• Create engagement programs that educate and inform employees about available solutions and services.
• Establish performance metrics, analyze client success KPIs, and use data insights to guide recommendations and improvements.
• Develop deep product expertise to confidently advise clients on features, use cases, and best practices.
• Stay informed on industry trends, customer needs, and product developments to continuously improve client outcomes.
• Support strategic initiatives that contribute to organizational goals and strengthen company culture.
• Travel occasionally, up to approximately 15% of the year, for client events, meetings, and strategic initiatives.

Requirements:

• 5+ years of experience in account management, client success, customer implementation, or healthcare management.
• Proven ability to build trusted relationships with stakeholders at multiple organizational levels.
• Experience managing renewals, retention strategies, and customer expansion opportunities.
• Strong understanding of SaaS-based solutions, platforms, and technology-enabled services.
• Experience mentoring or coaching team members while managing personal account responsibilities.
• Ability to use data and analytics to create compelling insights, recommendations, and business narratives.
• Strong product knowledge skills with the ability to explain solutions, demonstrate value, and advise customers effectively.
• Strategic mindset with the ability to understand client goals, identify challenges, and influence internal teams toward solutions.
• Strong problem-solving abilities and experience managing complex situations with multiple priorities.
• Excellent written and verbal communication skills with the ability to engage both technical and business audiences.
• Ability to work independently in a remote environment with strong organization and time management skills.
• Willingness and ability to travel as needed, approximately 15%.
• Preferred experience in high-growth companies, employee benefits, digital health, startup environments, or data integrations.

Benefits:

• Competitive salary range of $99,000 - $121,000 annually.
• Fully remote work environment.
• Medical, dental, and vision benefits available within 30 days of hire.
• Retirement savings plan with company matching contributions.
• Mental health benefits and wellness support.
• Paid vacation starting at 15 days, with additional days added over time up to 25 days.
• Paid sick and caregiving days.
• Professional development opportunities and growth initiatives.
• Generous parental leave for new parents, including support following pregnancy loss.
• Flexible work environment designed to support work-life balance.
• Opportunity to contribute to meaningful solutions that improve access to care for families.