Client Success Manager

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

📋 Description

• Establish and nurture trustworthy relationships with clients.

• Cultivate and sustain productive, professional connections with key stakeholders in client organizations.

• Build credibility by gaining insights into each client’s business objectives, demographics, and success metrics.

• Serve as a reliable advisor, presenting ideas, insights, and recommendations in addition to providing updates.

• Monitor and assess performance metrics related to utilization, engagement, outcomes, and satisfaction.

• Track the health of client accounts, identifying potential risks and opportunities early, and proactively driving action plans to mitigate them.

• Collaborate with internal teams to ensure fulfillment of client expectations and commitments.

• Transform data into clear, impactful narratives that illustrate value and return on investment (ROI).

• Create strategic account plans that align client objectives with Vori’s long-term partnership strategy.

• Highlight client requirements and market insights internally to guide commercial strategies and product direction.

• Keep clients informed about new capabilities, offerings, and opportunities to enhance their impact.

• Identify and pursue expansion opportunities in collaboration with the Sales team.

• Direct renewal strategies and timelines while collaborating with Client Success leadership for execution.

• Coordinate internally across Sales, Clinical, Operations, Product, Marketing, and Implementation to ensure a high-quality, consistent experience.

• Assist in the development and execution of member engagement strategies alongside the Marketing team.

• Manage daily requirements including reporting, communications, and issue resolution with diligent follow-through.

• Contribute to the enhancement of Client Success processes, tools, and best practices.

⛳️ Requirements

• Over 5 years of experience in client success, account management, or roles related to healthcare/benefits; experience in digital health is advantageous.

• Experience in managing employer and health plan accounts.

• Extensive understanding of healthcare and employee benefits functions and the associated processes.

• Proven ability to manage and enhance client relationships with a focus on retention and satisfaction.

• Excellent communication and presentation skills, including the ability to engage with executive stakeholders.

• Capability to build and maintain relationships with various stakeholders (HR, Benefits, Finance, Product, etc.) and effectively navigate client environments.

• Ability to interpret data into meaningful insights and actionable recommendations.

• Experience working collaboratively in a fast-paced, dynamic environment.

• Work authorization/security clearance requirements: Authorized or able to provide necessary documentation to work in the United States or Canada.

🏝️ Benefits

• Competitive Salary & Equity: We provide competitive compensation based on experience and the value you contribute to the team.

• Equity Options: Our commitment to long-term success includes offering equity options, allowing you to share in the company's growth.

• Health & Wellness: Our health benefits encompass medical, dental, and vision coverage to ensure you and your family stay healthy. We also provide wellness programs and mental health resources to support your personal and professional well-being.

• Retirement Plans: We offer a 401(k) plan along with Roth options to assist you in planning for the future and enjoying peace of mind.

• Paid Time Off (PTO): Benefit from generous paid time off, including vacation days, holidays, and sick leave, to recharge and maintain a healthy work-life balance.

• Fully Remote Work: Enjoy the flexibility of working from home or a private office! We provide a fully remote work environment that allows you to manage your workspace according to your lifestyle.

• Professional Development: We promote continuous learning and growth through training, workshops, and a Professional Development stipend for further education.

• Parental Leave: We offer paid parental leave to support team members during significant life events, whether you are welcoming a child or expanding your family.

• Employee Assistance Program (EAP): Access confidential counseling and support for personal or work-related issues to maintain your well-being, along with additional employee assistance programs.