Client Success Manager – Small-Market

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

📋 Description

• Take ownership of and nurture relationships with small-market clients and brokers within a substantial portfolio (50–75 accounts), guaranteeing a consistently exceptional client experience.

• Provide a superior client experience by executing essential workflows, monitoring account health, and proactively managing potential risks.

• Monitor and evaluate client success KPIs, translating findings into actionable plans that enhance engagement and retention.

• Create and implement engagement strategies aligned with client objectives, ensuring timely execution of all projects and commitments. Take complete ownership of all engagement-related KPIs.

• Oversee multiple client projects simultaneously with meticulous attention to detail, ensuring clear timelines, priorities, and deliverables are maintained.

• Work collaboratively across departments, including Strategic Account Management, Sales, and Concierge (Member Services), to fulfill client needs, address issues, and meet engagement objectives.

• Facilitate client meetings and communications with key stakeholders and broker partners, offering education, insights, and actionable recommendations.

• Represent the company in both virtual and in-person client-facing engagements (up to 20% travel). Develop and present high-quality client reports, presentations, and educational sessions.

⛳️ Requirements

• Over 3 years of experience managing a large, high-performing B2B portfolio, with a demonstrated history of enhancing engagement, client satisfaction, and NRR; preferably within the healthcare and benefits sectors.

• Proven expertise in client management, including oversight of executive relationships and daily account management, along with navigating complex client and broker stakeholder environments.

• Outstanding project management and organizational capabilities, with the capacity to manage competing priorities and execute with precision and a keen attention to detail.

• A data-driven approach, utilizing KPIs and client insights to proactively pinpoint risks, optimize engagement, and achieve measurable ROI.

• Strong executive presence and communication abilities (both written and verbal), with a proactive, solutions-focused mindset and a dedication to providing an exceptional client experience in a fast-paced setting.

• A proven history of curiosity and independent problem-solving, both in addressing client challenges and collaborating with internal teams across functions.

• A commitment to being part of a high-performing, mission-driven team that operates with a strong sense of urgency, individual accountability, and a dedication to genuine feedback.

🏝️ Benefits

• Flexible PTO

• Medical/Dental/Vision plan options

• 401(k)

• Teladoc Health and more