Client Success Manager

About the role

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide. At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful. When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Responsibilities

• Own the day-to-day relationship for an assigned regional portfolio of Health Navigator clients, serving as the primary contact for group benefit clients, brokers, consultants, and strategic partners.
• Partner with sales and internal teams following intake of a new sale to understand client needs, support effective product positioning, and establish a coordinated service plan.
• Lead clients through implementation, enrollment, launch, training, and ongoing service, ensuring clear expectations, timely follow-through, and a consistent experience.
• Build trusted relationships through regular business reviews and check-ins focused on satisfaction, utilization, engagement, retention, and growth opportunities.
• Coordinate across sales, operations, service, marketing, technical support, and other partners to address client needs and deliver an integrated Health Navigator experience across Sun Life products.
• Identify, own, and drive timely resolution of complex or escalated issues, including concerns raised by group administrators and executive stakeholders.
• Develop and deliver client, broker, consultant, and sales education through webinars, meetings, benefit fairs, and other engagement activities.
• Collaborate on communication campaigns and educational materials that increase awareness, support adoption, and improve member utilization.
• Monitor eligibility, implementation milestones, utilization, service performance, and satisfaction; translate findings into clear reporting and actionable recommendations.
• Bring the voice of the client to internal teams and contribute ideas that strengthen offerings, processes, and the group administrator and member experience.
• Maintain accurate, timely documentation of client interactions, commitments, risks, and opportunities in the client relationship management system.

Requirements

• Bachelor’s degree or equivalent combination of education and relevant experience.
• Three or more years of experience in client success, account management, relationship management, customer support, or a comparable client-facing role.
• Experience or working knowledge in health solutions, employee benefits, group insurance, healthcare, or a related industry strongly preferred.
• Demonstrated ability to build credibility and trusted relationships with clients, brokers, consultants, sales partners, and cross-functional teams.
• Excellent verbal, written, presentation, and interpersonal communication skills, with the ability to explain complex information clearly to varied audiences.
• Strong judgment and problem-solving skills, including the ability to take ownership of escalated issues and coordinate a timely resolution.
• Highly organized and proactive, with strong prioritization, project management, attention to detail, and follow-through across multiple accounts and deadlines.
• Comfort using data, client feedback, and service trends to identify risks, communicate insights, and recommend improvements.
• Proficiency with Microsoft Office and client relationship management systems; ability to learn new technology and use digital tools responsibly and effectively.
• Ability to travel up to 15% within the United States, with travel concentrated during client open