Senior Client Success Manager

About the Role The Senior Client Success Manager directly impacts members' lives by partnering with employer clients contracted through health plan partners to deliver virtual care solutions. This role owns relationships with plan sponsors, including employers and health plans, leveraging data, storytelling, and strategic insight to demonstrate measurable clinical and financial outcomes. Acting as a trusted advisor, the Senior Client Success Manager drives client retention, satisfaction, and account expansion while collaborating across cross-functional teams. This is a full-time, remote position based in the United States. Key Responsibilities Manage the end-to-end client lifecycle for a strategic portfolio of employer clients contracted through health plan partners, driving retention and satisfaction through proactive, data-informed account management.Prepare and deliver persuasive business reviews that leverage clinical outcomes, engagement data, and ROI analyses to influence executive decision-making and drive continued investment.Act as a consultative advisor to clients by leading expansion discussions, identifying evolving needs, and connecting client objectives and population health trends to value delivery.Lead renewal negotiations and upsell contracting using consultative approaches, guiding stakeholders toward mutually beneficial terms.Monitor key success indicators across accounts to identify risks and opportunities early, adjusting strategy to achieve target outcomes.Build collaborative relationships with internal cross-functional teams, including Clinical, Member Engagement, Analytics, and Commercial teams.Partner with Member Engagement to increase awareness and program adoption across the assigned book of business through targeted campaigns and engagement strategies. First 90 Days Develop an understanding of the organization's solutions, product offerings, and customer success strategy.Gain proficiency in key systems and tools, including Asana, Jira, Salesforce, and Looker, as well as team workflows.Shadow client calls and observe cross-functional collaboration across Commercial, Clinical, and Operations teams.Build relationships with key internal and external stakeholders.Develop familiarity with reporting templates, renewal processes, and escalation pathways.Share early observations and recommendations for improving workflows and client deliverables.Assume full ownership of a defined book of business, independently managing renewals, satisfaction, and reporting. Required Qualifications 6 to 8 years of experience in customer success, consulting, or client-facing account management roles.Proven track record of independently managing enterprise or strategic employer accounts with strong retention, satisfaction, and growth outcomes.Demonstrated success leading contract renewals and expansions, utilizing consultative selling and negotiation skills that tie client needs to measurable outcomes and ROI.Experience presenting strategic and financial value to human resources, benefits, and consultant audiences.Strong business acumen and strategic thinking skills, with an understanding of account growth levers, client economics, and decision-making dynamics within employer benefits.Demonstrated ability to build trusted relationships with senior client executives and internal cross-functional partners.Highly analytical and detail-oriented approach to problem-solving, with experience using data and insights to guide customer discussions and decisions.Sound judgment in execution, prioritization, and the escalation of strategic or sensitive issues.Proactive, curious, and continuous-improvement mindset.Ability to thrive in an evolving, high-growth environment. Compensation and Work Location The base salary range for this role is $99,500 to $128,500 per year. Starting compensation is location-based and determined by qualifications, experience, and geographic location.This is a remote-first position within the United States. Corporate positions are not eligible for hire in Alaska, Arkansas, Delaware, Hawaii, Maine, Mississippi, New Mexico, Oklahoma, South Dakota, Vermont, or Wisconsin. Compliance and Hiring Notices In this role, duties may involve contact with sensitive patient health information governed by the Health Insurance Portability and Accountability Act (HIPAA). Strict adherence to security and privacy procedures to maintain confidentiality is required; privacy and security training will be provided.The organization utilizes an applicant tracking system that incorporates artificial intelligence tools (provided by OpenAI, AWS, and Google Gemini) to support certain aspects of the recruitment process, including application review, candidate screening, and interview note-taking. Candidate data is not used to train AI models, and all final hiring decisions are made by hiring personnel.