Client Growth and Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of and oversee a high-volume portfolio of mid-sized employer clients, serving as the primary point of accountability.

• Cultivate trusted relationships with both client and consultant stakeholders, ensuring alignment on objectives and KPIs.

• Acquire in-depth knowledge of Twin’s programs, operations, and growth strategies.

• Offer data-driven insights to enhance engagement, improve outcomes, and maximize client satisfaction.

• Prepare and present client reports, including ROI analyses and business reviews.

• Monitor client health and proactively address risks to satisfaction and retention.

• Transform high-performing clients into advocates through success stories, testimonials, case studies, and promotional activities.

• Develop and implement strategies to maximize program adoption and member engagement.

• Utilize data insights to refine client strategies and enhance outcomes.

• Collaborate with Marketing on lifecycle campaigns and client-facing materials.

• Support and facilitate client webinars, one-to-many programs, and special initiatives.

• Oversee the entire renewal lifecycle and meet renewal quotas.

• Identify, pursue, and finalize expansion and upsell opportunities.

• Identify renewal and growth risks and address them collaboratively across functions.

• Maintain accurate renewal and pipeline data within Salesforce.

• Coordinate resolution of client escalations across Implementation, Clinical, Product, and other teams.

• Share client insights to drive product enhancements and growth strategies.

• Collaborate with Marketing on promotional toolkits and campaigns.

• Act with urgency to fulfill client needs and business objectives.

• Report to the Senior Director of Client Success & Growth.

• Perform additional duties as assigned.

⛳️ Requirements

• Minimum of 3 years of experience in client success, account management, or a comparable customer-facing role within a SaaS, health, or service-oriented organization.

• Demonstrated success in driving client growth, engagement, and retention.

• Proven history of achieving or surpassing renewal and/or upsell quotas.

• Excellent communication and relationship-building capabilities.

• Strong analytical skills and proficiency in data storytelling.

• Experience leveraging data to inform prioritization.

• Proficient in understanding programs, functionalities, and best practices; able to address client inquiries and present customized solutions.

• Experience managing a diverse client portfolio and articulating client needs internally.

• Skilled in managing a significant volume of accounts and prioritizing based on client risk and opportunity.

• Ability to develop and utilize repeatable playbooks, templates, and scalable processes.

• Familiarity with CRM tools; Salesforce experience preferred.

• Comfortable with forecasting renewals and pipeline.

• Proficient in using data tools and AI.

• Strong problem-solving skills.

• Ability to operate independently in ambiguous and fast-paced environments.

• Highly organized with exceptional attention to detail and follow-through.

• Collaborative mindset and a passion for creating meaningful impact.

• Flexibility to work cross-functionally.

• Willingness to travel as required.

• Must be based in the U.S.

• Must have authorization to work for any employer in the United States.

• Employment visa sponsorship is not available.

🏝️ Benefits

• Bonus eligible.

• Opportunity for equity participation.

• Unlimited vacation with manager approval.

• 16 weeks of 100% paid parental leave for delivering parents.

• 8 weeks of 100% paid parental leave for non-delivering parents.

• 100% employer-sponsored healthcare, dental, and vision for you.

• 80% healthcare, dental, and vision coverage for your family.

• Options for Health Savings Account and Flexible Spending Account.

• 401k retirement savings plan.

• Remote work options.

• High level of flexibility.