Senior Manager, Client Success

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

📋 Description

• Take full ownership of the success, retention, and expansion of a portfolio of health plan clients at Papa.

• Act as the primary relationship manager for a portfolio of health plan clients.

• Cultivate an in-depth understanding of client objectives, contract stipulations, performance expectations, and growth potential.

• Ensure accountability for client performance, retention levels, satisfaction, contractual obligations, and operational execution.

• Facilitate regular client meetings, executive business reviews, performance discussions, and various communications with clients.

• Recognize client risks, performance deficiencies, and emerging needs, and create strategies to address them.

• Collaborate with Operations, Product, Analytics, and other teams at Papa to resolve operational challenges.

• Leverage data and reporting to assess performance and identify trends and opportunities.

• Formulate actionable recommendations for both clients and internal teams.

• Discover and implement ways to enhance client relationships through additional services, programs, or population expansions.

⛳️ Requirements

• A minimum of 8 years of experience in client success, account management, partnerships, consulting, strategy, operations, or a related client-facing position.

• Demonstrated experience in managing senior client relationships and achieving significant business outcomes.

• Exceptional ability to distill complex performance data, diagnose fundamental operational issues, and translate insights into actionable strategic recommendations.

• Proven track record of building trust, navigating high-stakes client discussions, addressing performance gaps directly, and fostering alignment across cross-functional teams under pressure.

• A high degree of cognitive flexibility to transition between executive-level strategy presentations and day-to-day operational execution and troubleshooting.

• Ability to maintain comprehensive accountability, prioritize effectively, and manage multiple client accounts, implementations, and internal projects to completion simultaneously.

• Strong organizational and project management skills, with a proactive approach to ownership and resolution of issues.

• Capacity to spend extended periods working on a computer, analyzing data, and engaging in frequent virtual client meetings and presentations.

• Willingness to travel periodically as required for in-person executive business reviews, client meetings, and internal strategy sessions.

🏝️ Benefits

• Competitive salary and equity package.

• Comprehensive medical, dental, and vision insurance coverage.

• HSA/FSA options.

• 401(k) plan with a 4% match.

• Flexible paid time off (PTO).

• Parental leave and caregiver leave.