Senior Client Success Manager – Mid-Market

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

📋 Description

• Take ownership of and oversee mid-market client and broker relationships within a high-volume portfolio of 50–60 accounts.

• Implement essential workflows, monitor the health of accounts, and proactively mitigate risks.

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

• Create and execute engagement strategies aligned with client objectives.

• Manage multiple client projects, including timelines, priorities, and deliverables.

• Collaborate closely with Strategic Account Management, Sales, and Concierge (Member Services).

• Facilitate client meetings and communications involving stakeholders and broker partners.

• Provide education, insights, and actionable recommendations to clients.

• Represent Garner in both virtual and in-person client-facing interactions, with travel requirements of up to 20%.

• Prepare and present client reports, presentations, and educational sessions.

⛳️ Requirements

• A minimum of 4 years of experience in managing a substantial, high-performing B2B portfolio.

• A proven history of enhancing engagement, client satisfaction, and net revenue retention (NRR).

• Background in the healthcare and benefits industry is preferred.

• Demonstrated expertise in client management, including fostering executive relationships and handling day-to-day account operations.

• Experience in navigating complex environments involving client and broker stakeholders.

• Exceptional organizational and project management capabilities.

• Ability to handle competing priorities while executing tasks with precision and a keen attention to detail.

• A data-driven approach utilizing KPIs and client insights.

• Strong written communication skills, presentation abilities, and executive presence.

• A proactive, solutions-oriented mindset.

• A commitment to providing an exceptional client experience in a dynamic environment.

🏝️ Benefits

• Equity incentive plan.

• Flexible PTO.

• Medical plan options.

• Dental plan options.

• Vision plan options.

• 401(k) with company match.

• Flexible spending accounts.

• Teladoc Health.