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.