Client Growth & Success Manager

Accountabilities:

- Own and manage a high-volume portfolio of mid-sized employer clients, serving as the primary point of accountability for client relationships, satisfaction, and long-term success.

- Build trusted relationships with client and consultant stakeholders, aligning program goals, performance indicators, and strategic priorities.

- Develop a strong understanding of healthcare programs, operational processes, and growth strategies to provide informed recommendations and tailored client guidance.

- Use data and performance insights to improve member engagement, program adoption, client satisfaction, and overall outcomes.

- Prepare and deliver client reports, return-on-investment analyses, and business reviews using scalable templates tailored to each client's objectives.

- Monitor client health and engagement signals, prioritize accounts according to risk and opportunity, and implement proactive strategies to strengthen retention.

- Turn successful client partnerships into advocacy opportunities through testimonials, case studies, success stories, and external references.

- Develop and execute strategies that increase program adoption and member participation throughout the customer lifecycle.

- Collaborate with Marketing to design member engagement campaigns, lifecycle communications, client-facing materials, and promotional initiatives.

- Support and host client webinars, group engagement programs, and special initiatives that strengthen participation and build community.

- Manage the full renewal lifecycle for assigned accounts, ensuring timely renewals and achievement of renewal targets.

- Identify, pursue, and close upsell and expansion opportunities to meet revenue growth objectives.

- Identify renewal and expansion risks early, coordinating with internal teams to develop and implement mitigation plans.

- Maintain accurate client, pipeline, renewal, and forecast information in Salesforce or other relevant CRM systems.

- Serve as the central point of contact for client escalations, coordinating resolutions across Implementation, Clinical, Product, and other departments.

- Share client feedback and insights with internal stakeholders to inform product improvements, engagement strategies, and business growth.

- Use repeatable playbooks, templates, and scalable engagement approaches to manage accounts efficiently while maintaining a high standard of service.

- Demonstrate ownership, urgency, sound judgment, and a collaborative approach when balancing client needs with business priorities.

Requirements:

- At least 3 years of experience in client success, account management, or a similar customer-facing role within a SaaS, healthcare, or services-driven organization.

- Demonstrated success in driving client growth, engagement, satisfaction, and retention.

- Proven track record of meeting or exceeding renewal and/or upsell targets.

- Excellent relationship-building, communication, presentation, and stakeholder management skills.

- Strong analytical and data storytelling capabilities, with the ability to translate performance information into clear recommendations.

- Experience using data to prioritize accounts, allocate time effectively, identify risks, and uncover growth opportunities.

- Ability to learn complex programs, understand product functionality and best practices, and confidently answer client questions with tailored solutions.

- Experience managing a diverse, high-volume client portfolio while understanding each client's culture, objectives, and priorities.

- Strong judgment in balancing competing demands and prioritizing effort based on client health, retention risk, and revenue potential.

- Ability to build and apply repeatable playbooks, templates, and scalable engagement strategies to serve clients efficiently.

- Working knowledge of CRM platforms, preferably Salesforce, including pipeline management, renewal forecasting, and opportunity tracking.

- Comfort using data tools and AI to improve productivity, strengthen client insights, and scale service delivery.

- Strong problem-solving skills, including the ability to navigate ambiguity, ask effective questions, analyze complex situations, and identify root causes.

- Excellent organizational skills, attention to detail, accountability, and follow-through.

- Ability to work independently and collaboratively in a fast-paced, evolving environment.

- A customer-focused mindset and passion for delivering meaningful, measurable outcomes.

- Willingness and ability to travel as needed.

- Must be based in the United States and authorized to work for any U.S. employer. Employment visa sponsorship or transfer of sponsorship is not available.

Benefits:

- Annual base salary: $100,000-$115,000 USD.

- Bonus-eligible compensation.

- Opportunity for equity participation.

- Remote work flexibility with a collaborative global team.

- Unlimited vacation, subject to manager approval.

- 16 weeks of fully paid parental leave for birthing parents and 8 weeks for non-birthing parents.

- Employer-sponsored medical, dental, and vision coverage at 100% for employees and 80% for eligible family coverage.

- Health Savings Account (HSA) and Flexible Spending Account (FSA) options.

- 401(k) retirement savings plan.

- The opportunity to contribute to innovative healthcare programs focused on improving metabolic health and member well-being.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1