Client Success Manager - REMOTE

About the role

Reflect Health is seeking a Client Success Manager to serve as a key member of our Account Management team, acting as the primary point of coordination between clients, brokers, and our vendor ecosystem. This role is highly visible and relationship-driven, focused on strengthening client retention, ensuring high-quality service delivery, and optimizing vendor performance to deliver measurable value for employer groups.

Responsibilities

• Own Client Relationships: Manage a portfolio of clients with a strong focus on retention, satisfaction, and long-term partnership success.
• Act as Primary Liaison: Serve as the central point of contact between clients, brokers, internal teams, and external vendors to ensure alignment and timely issue resolution.
• Build Trusted Partnerships: Develop and maintain strong, trust-based relationships with key stakeholders across client and vendor organizations.
• Oversee Vendor Performance: Coordinate and manage relationships with external vendors, including PBMs, utilization management, case management, and disease management partners.
• Monitor & Improve Outcomes: Track vendor performance against service levels and contractual expectations, identifying gaps and driving corrective action plans.
• Drive Client Strategy: Support the development and execution of account strategies focused on retention, cost containment, and improved clinical and financial outcomes.
• Analyze & Optimize: Partner with internal analytics teams and vendors to evaluate utilization trends and claims data, recommending solutions to improve plan performance.
• Coordinate Cross-Functionally: Act as a central hub across clients, brokers, internal departments, and vendors to ensure seamless service delivery.
• Support Lifecycle Activities: Assist with onboarding, renewals, and ongoing client management activities to ensure a smooth client experience.
• Contribute to Growth: Support retention and growth objectives through proactive engagement, solution identification, and high-quality service.

Requirements

• Proven experience in account management, client success, or vendor management roles.
• Experience in healthcare, insurance, or Third-Party Administrator (TPA) environments strongly preferred.
• Strong understanding of healthcare vendors, including PBMs and utilization/case/disease management programs.
• Familiarity with plan design concepts (SPD, SBC) and employer-sponsored health plans.
• Ability to interpret utilization trends, claims data, and performance metrics to inform decision-making.
• Knowledge of cost containment strategies and healthcare utilization management principles.
• Excellent communication and relationship-building skills across diverse stakeholders.
• Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).

All final candidates will undergo a comprehensive background check and drug testing as part of our hiring process.