Client Success Manager

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

📋 Description

• Act as the operational leader for designated client relationships.

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

• Collaborate with the lead consultant on material recommendations, commitments, scope adjustments, and sensitive commercial issues.

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

• Provide proactive updates on deliverables, support activities, risks, dependencies, delays, and completions.

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

• Keep accurate Salesforce account and project records.

• Track project plans, service-level agreements, performance guarantees, contractual obligations, platform access, user counts, membership thresholds, and account responsibilities.

• Manage client hours and utilization through Harvest project setup and billing verification.

• Ensure invoice accuracy by confirming account, contract, rate, membership, user count, service delivery, Salesforce, Harvest, and Finance information.

• Oversee renewal planning and execution.

• Stay informed about implementations, configurations, data processing, technical challenges, product upgrades, support tickets, and data investigations.

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

• Recognize satisfaction, retention, growth, and relationship risks, coordinating corrective measures as needed.

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

• Travel to client locations as necessary and carry out other assigned responsibilities.

⛳️ Requirements

• Bachelor’s degree in business administration, healthcare, analytics, or a related discipline, or an equivalent mix of education and pertinent experience.

• A minimum of three years of experience in PBM, health plans, healthcare consulting, client management, customer success, or B2B technology services.

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

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

• Capability to interpret contracts, reports, utilization metrics, service metrics, financial data, and client trends, translating them into clear actions.

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

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

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

• Basic understanding of pharmacy benefits, healthcare data and analytics, or SaaS platform operations is preferred.

• Willingness to travel up to 25% as required.

• Must reside in the United States.

🏝️ Benefits

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

• 12 paid holidays plus 4 early-close days.

• Paid parental leave.

• Pregnancy disability and bonding leave.

• Organ donor leave.

• $1,500 employee referral bonus.

• Mentorship program.

• Tuition reimbursement.

• Leadership development.

• Pet insurance.

• Identity and fraud protection.

• Legal planning.

• Family planning and midlife support.

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

• Medical, dental, and vision coverage.

• Employee assistance programs.

• Collaborative 50/50 producer-service model.

• Employee Resource Groups.

• Charitable initiatives through EPIC Gives Back.

• Remote work arrangement.

• Potential eligibility for bonuses.

• Comprehensive benefits package.