Senior Client Success Manager

About TouchCare

TouchCare is a healthcare concierge service dedicated to simplifying the complexities of health insurance and the healthcare system. By assigning each member a personal assistant, TouchCare helps resolve billing issues, coordinate with providers, and save individuals time and money. Committed to providing a healthier understanding of healthcare, TouchCare makes navigating healthcare more convenient and stress-free for its users.

Key Responsibilities

• Serve as the primary point of contact for assigned clients, building strong relationships with HR partners and key decision-makers
• Lead and manage the full client implementation process, including timelines, internal coordination, and service launch readiness
• Ensure clients are fully prepared for onboarding, including system setup, eligibility file management, and communication planning
• Support ongoing client engagement throughout the year, including education, utilization strategies, and program optimization
• Manage and support the annual Open Enrollment process (when applicable), including TouchCare product support planning, communication, and TouchCare service onsite support as needed
• Maintain accurate and consistent client communication and documentation
• Monitor client satisfaction and proactively address concerns to ensure a positive client experience and successful renewal outcomes
• Identify opportunities to introduce additional TouchCare solutions, adjust pricing where appropriate, and support upsell initiatives, ensuring timely communication and resolution in partnership with internal teams
• Collaborate cross-functionally with Member Services, Billing, and Leadership teams

Qualifications

• 2–5 years of account management or client-facing experience in healthcare, health tech, insurance, or a related field
• Strong understanding of health insurance and employee benefits
• Experience managing multiple clients or accounts simultaneously in a fast-paced environment
• Proven ability to manage projects, timelines, and competing priorities
• Excellent written and verbal communication skills, with strong presentation abilities
• Intermediate Excel skills (required)
• Strong problem-solving skills and attention to detail
• Ability to build relationships with clients and internal teams
• Experience supporting Open Enrollment or high-volume periods preferred
• Proficiency with tools such as Zoom, Microsoft Office Suite, and CRM systems
• Bachelor’s degree preferred
• Willingness to travel as needed

Pay

Base salary of $70,000 – $90,000, based on experience

Schedule

N/A