Client Success Manager

📋 Description

• Manages a diverse portfolio of clients, including those with advanced performance guarantees and fully at-risk contracts, independently.

• Cultivates a thorough understanding of population health and healthcare utilization data, effectively articulating results and utilizing data to tell a compelling story.

• Collaborates with the Sales team, Director of Operations, local operations leadership, and the Implementation Team to plan and launch new health center implementations.

• Leads competitive contract renewal processes, often involving larger teams and intricate negotiations.

• Oversees contractual obligations, ensuring successful client renewals at targeted escalation while managing renewal terms.

• Focuses on low-margin clients to enhance revenue and expense management strategies.

• Identifies and pursues revenue growth opportunities with existing clients, including new member populations, health centers, products, and services.

• Assists clients requiring customized engagement, advanced analytics, and tailored solutions.

• Helps define and utilize the “coverage model” for assigned clients.

• Employs innovative feedback tools to understand customer needs and collaborates with internal partners to enhance products and services.

• Functions as a strategic advisor for clients, leveraging extensive industry knowledge and relationship management skills.

• Works with the marketing team to create and execute client-specific engagement plans, including communications and incentives to boost utilization and improve patient experience.

• Partners with Directors of Operations and local health center leadership to enhance employee and member engagement, achieve clinical and savings metrics, and meet performance guarantees while maintaining open lines of communication with clinical staff.

• Collaborates closely with Dyad partners and cross-functional teams to promote operational excellence and address escalated issues.

• In conjunction with Operational and Clinical leadership, analyzes, summarizes, reports on, and manages performance data related to clinic operations.

• Monitors and understands risk metrics associated with the success of partnerships.

• Proactively oversees Performance Guarantees to manage payouts effectively.

• Responsible for Salesforce documentation and reporting.

• Carries out all necessary contractual obligations promptly and may assist with Requests for Proposals (RFPs) as needed.

• Aids in the coordination of client eligibility file processing, invoicing, incentive documentation, and reporting.

• May act as the primary point of contact for all customer requests and needs.

• Maintains broker relations, fostering a positive relationship to advocate on behalf of mutual clients.

• Analyzes, interprets, and delivers client reports at the appropriate frequency.

• Acts as a mentor and resource for CSM I team members, contributing to talent development and sharing best practices.

⛳️ Requirements

• Bachelor’s degree in Business or Healthcare Administration and 7–10 years of experience in healthcare, health insurance, brokerage/consulting, or direct HR/benefits.

• Skilled in developing and delivering presentations.

• Exhibits a high-energy personal style and an aptitude for process-oriented thinking.

• Possesses strong verbal and written communication skills.

• Ability to cultivate, nurture, and sustain positive professional relationships.

• Capable of influencing others and working collaboratively across functions; adept at managing ambiguity and establishing effective internal networks.

• Eager to gain a comprehensive understanding of the market, business sector, and related services, thinking creatively to devise efficient and sustainable solutions.

• Advocates for process improvement and adherence.

• Demonstrates a strong commitment to client service with diligent follow-up.

• Proficient in project management, account portfolio planning, and prioritization.

• Experienced with Microsoft Office, Tableau, and CRM products (Salesforce experience preferred).

• Willing to travel up to 50%.

🏝️ Benefits

• Comprehensive Health & Wellness Benefits: Choice of two medical plans, two dental plans, vision coverage, unlimited free mental health benefits, and EAP resources, as well as rewards for challenges and healthy lifestyle activities.

• Family-Friendly & Reproductive Health Benefits: Family-building and hormonal health benefits, along with paid parental leave.

• Time-Based Benefits: Generous PTO or FTO, paid holidays, and an additional day for personal matters.

• Financial Support: Company-paid Basic Life and Disability insurance, Supplemental Life, Spending Accounts, and a 401(k) plan with employer match and graded vesting.

• Continuing Medical Education (CME) to maintain and strengthen the knowledge, skills, and expertise of our health center teammates, as applicable.