Client Success Manager

Responsibilities

• Manage client and broker/consultant relationships throughout the client lifecycle, ensuring regular touchpoints and proactive feedback solicitation to ensure client satisfaction
• Communicate clearly and concisely in both verbal and written formats, demonstrating strong time management, prioritization skills and empathy towards clients
• Serve as the product expert and specialty care advocate by guiding clients through features, use cases, and issue resolution while reinforcing best practices for adoption
• Collaborate cross-functionally within a team environment, ensuring seamless coordination, clear communication, and alignment across departments
• Maintain accurate data input and hygiene in the customer relationship management system for all assigned clients
• Own service issue resolution end-to-end by investigating root causes, documenting findings, coordinating solutions across teams, and implementing improvements to prevent recurrence
• Operate effectively in a high-volume environment, balancing proactive planning with frequent client requests, follow-ups and shifting priorities

Requirements

• Bachelor's degree or equivalent experience
• 5+ years of experience of client relationship and/or account management experience within the employee benefits, healthcare, or consulting industry, including at least one startup
• Willingness to travel up to 20%-25%
• Experience using Salesforce and SharePoint, Data Integration knowledge, and a background in Health Plan, TPA, Insurance, and/or benefits
• Excellent communication and presentation skills, with the ability to quickly establish rapport and build sustainable relationships
• Exceptional project management skills, including clear goal identification, effective action-step management, and ongoing tracking of accomplishments and opportunities
• Strong follow-through and accountability, with a demonstrated ability to execute against plans — not just create them
• Comfort being “in the weeds” while still maintaining a forward-looking, proactive mindset
• Independent and adaptable, thriving in a fast-paced environment
• Strong problem-solving, judgment, and analytical skills
• Ability to work under pressure and prioritize competing tasks and responsibilities
• Ability to thrive in a matrixed organizational structure
• Demonstrates a natural, proactive, and preemptive approach to anticipating client needs, both internally and externally

Qualifications

Lantern does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.