Client Success Manager

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

📋 Description

• Cultivate and sustain robust relationships with clients and broker/consultant partners for designated small to medium-sized accounts.

• Strategically plan and proactively engage within the business lines of clients.

• Identify and implement initiatives to involve employee and member populations, enhancing clinical and savings outcomes.

• Address issues in a proactive and timely manner; provide consultation to clients on best practices.

• Evaluate service and product offerings, suggest solutions, and share market insights.

• Manage clients in accordance with small-group service package standards and established processes.

• Analyze healthcare utilization and population health data, effectively communicating the findings.

• Participate in the planning and launch of new health center implementations alongside Sales, local operations leadership, and the Implementation Team.

• Spearhead competitive renewal re-bids and oversee contractual renewal obligations.

• Identify opportunities for revenue growth with existing clients.

• Assist clients with tiered engagement models or aggregator relationships.

• Create customer feedback instruments and collaborate with internal teams to enhance products and services.

• Work in conjunction with Client Success Directors for daily leadership, mentorship, and escalation support.

• Coordinate client-specific engagement, communication, and incentive strategies with Marketing.

• Collaborate with operations and health center leadership to boost engagement and meet clinical, savings, and performance-guarantee metrics.

• Analyze, summarize, report, and manage performance data and risk metrics concerning clinic operations.

• Monitor and oversee Performance Guarantees.

• Maintain documentation and reporting in Salesforce.

• Fulfill contractual obligations and assist with RFPs as needed.

• Support eligibility file processing, invoicing, incentive documentation, and reporting.

• Act as the primary point of contact for customer needs and inquiries.

• Nurture broker relationships.

• Generate, interpret, and present client reports.

⛳️ Requirements

• Bachelor’s degree in Business or Healthcare Administration.

• 2–5 years of experience in healthcare, health insurance, brokerage/consulting, or direct HR/benefits.

• Proficient in developing and delivering presentations.

• Excellent oral and written communication abilities.

• Capability to build, nurture, and sustain positive professional relationships.

• Ability to influence others and collaborate across functions.

• Organizational skills to create effective internal networks.

• Comprehension of the market, business sector, and associated services.

• Knowledge of process improvement and adherence.

• Strong project management skills, account portfolio planning, and prioritization.

• Proficiency in Microsoft Office, Tableau, and CRM software; experience with Salesforce is preferred.

• Willingness to travel up to 50% of the time.

• Preference for candidates located in Southern MI; specifically Detroit or Kalamazoo.

🏝️ Benefits

• Eligibility for annual incentives.

• Certification as a Great Place to Work® with an inclusive, high-trust culture.