Sr. Client Success Manager

About the role

At Wellthy, we're seeking a Sr. Client Success Manager to join our team. This role combines elements of relationship management, project coordination, product expertise, and team leadership.

Responsibilities

• Manage a portfolio of client accounts, devising both strategic and tactical plans to drive optimal satisfaction, retention, and growth.
• Act as a client/partner advocate within Wellthy, ensuring client feedback is communicated and addressed appropriately.
• High collaboration with other team members to align on Wellthy goals and objectives.
• Develop and implement creative retention strategies to minimize client churn.
• Work closely with the growth and sales teams to identify areas for account expansion to maximize revenue with existing clients/partners.
• Own communications to meet mutually agreed upon goals including but not limited to quarterly business reviews, external client meetings/events and other project plans.
• Lead initiatives for growth within existing client base, overseeing renewal efforts that expand and deepen client relationships.
• Collaborate in the planning, formulation, and execution of comprehensive engagement programs aimed at informing and educating employees about the benefits of Wellthy's solutions.
• Establish shared performance metrics to assess the effectiveness of client initiatives, ensuring timely feedback and continuous improvement.
• Provide support to strategic initiatives aligned with the objectives of the Client Success team and the broader Wellthy organization, contributing directly to business goals.
• Foster cross-functional collaboration to enhance the overall client and sponsored member experience, actively contributing to optimization efforts.
• Exhibit a commitment to continuous learning and growth, developing into a subject matter expert in a strategic area of focus that support our clients and Wellthy’s business goals.
• Leverage data and analytics to assess client engagement and satisfaction and prepare regular reports on client success metrics and KPIs.
• Stay informed about product updates, features, and industry trends to effectively communicate value propositions to clients.
• Make a significant and positive impact on the company culture through active participation and contribution.

Qualifications

• 5+ years of experience in account management, client success, implementation or healthcare management.
• Able to build relationships at all levels as a trusted & respected thought-partner.
• Experience in upselling and retaining customers to drive additional revenue.
• Experience using SaaS-based solutions and platforms.
• Player-Coach: Ability to mentor junior members of the team but also manage day-to-day administrative work on behalf of your own book of business.
• Data storytelling: Able to craft a compelling story using data-driven insights to make recommendations to influence client decisions.
• Product Knowledge: Subject matter expert on our product, knowing the specifics and functionalities, and understanding common use cases and best practices. Able to confidently answer questions and present solutions to clients.
• Strategic influence: Able to effectively navigate the complexities of a book of business with clients in multiple stages of their lifecycle. Gain insight into client culture, priorities, and goals. Effectively convey client needs internally, driving the resources needed for successful client relationships.
• Manage Complexity: Able to make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Able to ask the right questions to accurately analyze situations, acquire data and uncover root causes to difficult problems.
• Communicate effectively: Able to communicate with internal and external stakeholders in ways that conveys both clarity of thought and rigor, while being concise - be that via prose or visual aids.
• The role may require travel up to 15% of the year, primarily to support client Open Enrollment events and strategic meetings.

Requirements

• To work remotely, you must have a strong internet connection, quiet space to take calls and a professional (distraction free) environment.
• You must work in a location that is: Private, with secure (not public) internet and phone access, Suitable to safely and securely accommodate the sensitive information that you will be handling and communicating.