Senior Client Success Manager
$128,000–$145,000 year
RemoteNew York City, New York, United States or New York, United States
Job Summary
Drive net revenue retention for large employer portfolios by forecasting renewal health, mitigating risks, and developing Client Success Qualified Leads. Translate member outcomes into quantifiable ROI through Quarterly Business Reviews tailored to CFOs, Benefits leaders, and CHROs. Own enrollment and engagement campaigns in coordination with health plan partners while partnering with Sales and Renewals as the account quarterback. Deliver strategic account plans that protect revenue, consult clients on program optimization, and convert them into advocates for references and case studies. Serve as the primary cross-functional point of contact leading initiatives with Product, Engineering, and Marketing to deliver exceptional client outcomes.
Required Qualifications
- 7+ years of experience in account management, customer success, or client services role in digital health, healthcare company, benefits or SaaS companies
- demonstrated ownership of commercial outcomes (client retention, expansion, NRR)
- deep understanding of the employee benefits and healthcare landscape
- Experience working with large employer clients (10,000+ employees)
- Experience working within or alongside channel partner or payer-distributed model
- Proven track record of positioning and executing marketing strategies that drive enrollment to drive to measurable client business outcomes
- Passion for healthcare and influencing organizational change
- Demonstrated history of contributing directly to net revenue retention through proactive renewal management, risk mitigation, and expansion pipeline development
- Proven ability to broaden and deepen multi-threaded executive relationships (VP, CHRO, CFO, Benefits leaders, consultants)
- specific experience managing the relationships across both the individual employer group and health plan/channel partner stakeholder simultaneously
- Track record of partnering with Sales and/or Renewals teams to progress commercial opportunities, including developing CSQLs and building business cases for expansion
- Strong interpersonal and verbal, written, and presentation skills
- ability to communicate clearly and persuade, and influence internal and external stakeholders
- Ability to prioritize and manage multiple tasks while holding yourself and others accountable for deadlines and deliverables
- Possess analytical skills and strategic thinking
- ability to translate data, client performance into market insights and action planning in partnership with clients
- Experience in working with the full lifecycle of customer success post sales (implementation, adoption, product training, renewals, and account management)
- Willingness to travel 25-30% of the time for key client meetings
- participate occasionally in our NYC office for relationship building and key meetings (quarterly basis)
- This role is exclusively open to candidates in these locations
- For those in our New York City office, we encourage in-person collaboration by requiring team members to work onsite three days a week (Tuesday, Wednesday, Thursday)
- For those based in San Francisco/Bay Area, CA or Seattle, WA we encourage in-person collaboration by requiring team members to attend Work Together Days within these cities
- This role requires active work authorization in the US
Desired Qualifications
- Experience at a digital health company in the health, wellness, or family health space is preferred
- Experience supporting health benefit programs for employer or payer clients is a bonus
- Salesforce, Looker and/or Microsoft suite experience
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