Client Success Manager - Value Based Care

About the job

The Client Success Manager is responsible for developing and maintaining a strong and lasting client and broker/consultant partnership with assigned customers. This role is engaged in the strategic and proactive planning within the client’s overall line of business and is responsible for identifying and executing opportunities to engage the employee and member population to ultimately drive clinical and savings outcomes.

Essential Duties & Responsibilities

• Develop a deep understanding and interest of population health and healthcare utilization data, including medical and pharmacy claims trends, with the ability to articulate results and translate insights into actionable client strategies.
• Leverage claims data and value-based care metrics to identify care gaps, high-cost utilization patterns, and opportunities for improved clinical intervention and cost containment.
• Participate in new health center implementation planning and launch.
• Manage contractual requirements including renewal terms and successfully renew clients at targeted escalation.
• Identify and target revenue growth opportunities with existing clients including new member populations, health centers, products, and services.
• Help define and leverage the coverage model for assigned Taft-Hartley clients.
• Use creative feedback tools to develop an understanding of customer’s needs; work with internal partners to improve products and services.
• Coordinate with the marketing team to develop and implement client-specific engagement plans including communication and incentive plans to improve utilization and patient experience.
• Partner on strategies to drive employee and member engagement, achieve clinical and savings metrics, meet performance guarantees tied to value-based care outcomes, and maintain open communications with clinical staff.
• In collaboration, analyze, summarize, report, and manage performance data related to clinic operations, claims experience, and value-based outcomes.
• Understand and track risk metrics related to the success of the partnership.
• Consult with clients on value-based care principles, helping them understand how primary care investment reduces downstream claims spend and improves overall plan performance.
• Execute all necessary contractual requirements in a timely manner; may assist in Requests for Proposals (RFPs) as requested.
• Maintain broker relationship and engage in positive relationship to advocate on behalf of mutual client.
• Run, interpret, and deliver client reporting - including claims analysis, utilization trends, and value-based care scorecards - on the appropriate frequency.

Qualifications

• Bachelor’s degree in business or healthcare administration and 5 or more years of directly related healthcare operations or account/client management experience, or an equivalent combination of education and experience.
• Proven success managing clients with complex needs and high expectations.
• Experience influencing stakeholders at all levels.
• Experience and understanding of Taft-Hartley and union environment.
• Strong command of healthcare data analytics, claims analysis, value-based care models, performance guarantee structures, and operational/clinical alignment.

Desired Attributes

• Experienced in developing and delivering presentations, including claims reviews and value-based care performance summaries.
• Familiarity with medical and pharmacy claims data, cost drivers, and total cost of care methodologies.
• Familiarity with value-based care frameworks, risk stratification, and quality measure reporting (e.g., HEDIS, care gap closure).
• High energy personal style and aptitude for process-oriented thinking.
• Strong oral and written communication skills.
• Able to build, foster, and maintain positive professional relationships.
• Able to influence others and work cross-functionally; possess ability to manage ambiguity and the organizational acumen to establish effective internal networks.
• Willingness to develop an in-depth understanding of the market, business sector, and related services and think creatively to find solutions that are efficient and sustainable.
• Understands and advocates for process improvement and adherence.
• Able to perform services for the client with tenacious follow up.
• Strong project management, account portfolio planning, and prioritization.
• Proficiency in use of Microsoft Office, Tableau, and CRM products (Salesforce experience preferred).
• Direct experience working with or alongside risk-based, value-based, or alternative payment models, including PEPM structures, cost-plus arrangements, outcomes-based pricing, or shared-risk frameworks.
• Experience and understanding of Taft-Hartley and union environment.
• Must live in California.
• Willingness to travel up to 50%.