Client Success Manager

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

📋 Description

• Act as the operational lead for designated client relationships.

• Align client priorities with suitable PSG resources, ensuring that commitments are communicated, coordinated, and fulfilled.

• Work in partnership with the lead consultant to manage client communication, account operations, platform usage, and cross-functional service delivery.

• Develop and oversee client communication and meeting schedules, including agendas, preparation, facilitation, notes, collateral, action items, decisions, and follow-ups.

• Provide proactive updates regarding deliverables, support activities, risks, dependencies, delays, and completion status.

• Coordinate client requirements across Consulting, Product, Data, Clinical, Analytics, Finance, Contracting, and other PSG teams.

• Maintain records in Salesforce for accounts and projects, including contacts, milestones, client health, risks, commitments, utilization, contract details, and renewal status.

• Supervise project plans, service-level agreements, performance guarantees, contractual obligations, platform access, user counts, membership thresholds, and account commitments; escalate risks as necessary.

• Manage client hours and utilization through Harvest project setup and review billable status and hours against contractual allocations.

• Ensure invoice accuracy by confirming account information, statements of work, orders, rates, membership or user counts, and alignment across systems and Finance processes.

• Oversee renewal planning and execution, including timelines, communication, signatures, approvals, purchase orders, effective dates, risks, and operational updates.

• Facilitate communication and next steps for implementations, configurations, data processing, technical issues, product enhancements, support tickets, and data investigations.

• Enhance platform adoption and client value through training, enablement, sharing best practices, product education, and service recommendations.

• Identify risks related to satisfaction, retention, growth, and relationships; relay feedback to leadership and coordinate corrective measures.

• Assist in business reviews, sales and best-and-final activities, scope development, and client presentations.

• Travel to client locations as needed and perform other assigned tasks.

⛳️ Requirements

• Bachelor’s degree in business administration, healthcare, analytics, or a related field, or an equivalent combination of education and relevant experience.

• A minimum of three years of experience in PBM, health plan, healthcare consulting, client management, customer success, or business-to-business technology services.

• Proven ability to manage client relationships, competing priorities, action items, risks, and deliverables with a strong emphasis on follow-through.

• Excellent written, verbal, presentation, meeting facilitation, and executive communication skills.

• Ability to interpret contracts, reports, utilization metrics, service metrics, financial data, and client trends and translate them into actionable steps.

• Proficiency in Microsoft Excel, Outlook, Word, PowerPoint, and client or project management systems.

• Experience with Salesforce, Harvest, ticketing systems, or similar platforms is preferred.

• Capability to collaborate effectively across consulting, clinical, product, data, analytics, finance, contracting, and technical teams without direct authority over each workstream.

• Familiarity with pharmacy benefits, healthcare data and analytics, or SaaS platform operations is preferred.

• Willingness to travel up to 25% as necessary.

• Must be a resident of the United States.

🏝️ Benefits

• Managed PTO (salaried) or 22 days (hourly).

• 12 paid holidays + 4 early-close days.

• Paid parental leave.

• Pregnancy disability & bonding leave.

• Organ donor leave.

• $1,500 employee referral bonus.

• Mentorship program.

• Tuition reimbursement.

• Leadership development.

• Pet insurance.

• Identity & fraud protection.

• Legal planning.

• Family planning & midlife support.

• 401(k) with company match and immediate vesting.

• Medical, dental, vision coverage.

• Employee assistance programs.

• Collaborative 50/50 producer-service model.

• Employee Resource Groups.

• Charitable initiatives through EPIC Gives Back.

• Eligibility for bonuses.

• 100% remote work.