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 the suitable PSG resources and ensure that commitments are effectively communicated, coordinated, and fulfilled.

• Partner with the lead consultant on client communications, account management, platform usage, and cross-functional delivery.

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

• Deliver proactive status updates on deliverables, support activities, risks, dependencies, delays, and completion.

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

• Maintain Salesforce accounts and project documentation.

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

• Manage client hours and utilization using Harvest to support invoice accuracy.

• Organize renewal planning and execution.

• Communicate client impacts and coordinate subsequent steps for implementations, configurations, data processing, technical issues, product enhancements, support tickets, and data investigations.

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

• Recognize satisfaction, retention, growth, and relationship risks, and coordinate corrective measures.

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

• Travel to client locations as necessary and perform additional duties as assigned.

⛳️ 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 plans, healthcare consulting, client management, customer success, or business-to-business technology services.

• Capability 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.

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

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

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

• Willingness to travel up to 25% as required.

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

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

🏝️ 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 opportunities.

• Pet insurance.

• Identity and fraud protection services.

• Legal planning assistance.

• Family planning and midlife support.

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

• Medical, dental, and vision insurance.

• Employee assistance programs.

• Collaborative 50/50 producer-service model.

• Employee Resource Groups.

• Charitable initiatives through EPIC Gives Back.