Client Success Manager

About the role

The CSM will be responsible for cultivating and maintaining strong relationships with a portfolio of clients, both existing and new, ensuring successful day-to-day delivery and long-term value from our products and services. This is a highly hands-on role that blends proactive planning with daily execution, requiring strong follow-through, attention to detail, and ownership of client needs.

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
• 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
• Strong Candidates will have:
• 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 problem-solving, judgment, and analytical skills
• Comfort being “in the weeds” while still maintaining a forward-looking, proactive mindset
• Independent and adaptable, thriving in a fast-paced environment

About You

You use LOGIC in your decision making and understand that progress is critical to making change. You focus on the execution of your content while balancing a fast-paced environment and you take the time to celebrate both the small & big wins. INCLUSION is a core tenant of your personal beliefs. A diverse and inclusive environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.

You have the GRIT, drive and ambition to tackle big problems. Big problems require big ideas and a team that supports new ideas. You care deeply for your customers are driven to keep HUMANITY in all decisions. Your customers aren’t just the individuals using your product. They are the driving factor in your motivation to make a change.

Integrity guides you in life. Focusing on the TRUTH vs. giving people the answers they want to hear. You thrive in a Team Environment. Collaboration is key in innovation and creating change. These pillars of LIGHT are a reminder to our team that we are making a difference by providing guidance and support in navigating the often complex and confusing landscape of healthcare. We hope that through this LIGHT, individuals can find their way to the best care, resources, and support they need to get back to life.

If this sounds like you, we would love to connect to speak further about career opportunities at Lantern. Please apply to our role & someone from our Talent Acquisition Team will reach out to help you navigate our interview process.

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.