Client Success Manager

🔥 2 hours ago

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Garner Health

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Garner Health is focused on improving the way employees find high-quality doctors. With a belief in transparency and data-driven decision-making, they create solutions that facilitate better medical choices for employees. The team comprises healthcare operators, clinicians, engineers, and benefits experts, allowing for a multidisciplinary approach in developing these healthcare solutions.

📋 Description

• Lead, coach, and develop a team of Client Success Managers, providing timely feedback, clear direction, and active support to drive individual and team performance • Monitor team-level client health, engagement KPIs, NPS, and identifying performance patterns and coaching direct reports to address gaps and capitalize on opportunities • Support your team in navigating complex client and broker relationships, stepping in on escalations and high-stakes conversations as needed • Ensure your team is consistently executing key workflows, meeting SLAs, and delivering a high-quality client experience across the mid-market portfolio • May own and manage a small book of mid-market client and broker relationships directly, ensuring a consistently high-quality client experience • Proactively flag capacity issues and team-level risks to leadership, escalating people and client issues before they fall off track • Contribute and execute recommendations to improve team workflows, templates, tools, and processes that support client engagement, ROI demonstration, and renewal execution • Represent Garner in virtual and in-person client-facing sessions, including travel up to 30% of the time

🎯 Requirements

• 3–5 years of experience managing a B2B book of business in a client success or account management capacity, preferably in the healthcare and benefits industry, with at least 2-3 years of people management experience • Demonstrated ability to lead, coach, and develop early-career and mid-level ICs, with a track record of building high-performing teams in a fast-paced environment • Strong client management expertise, including experience navigating complex client and broker relationships, managing escalations, and driving retention outcomes • Data-driven mindset, with the ability to use team-level performance data to identify trends, coach to gaps, and support direct reports in building compelling client narratives • Excellent project management and organizational skills, with the ability to manage competing priorities across both people leadership and client responsibilities • Strong communication skills, written and verbal, with the executive presence to represent Garner effectively in senior client and broker settings • A proactive, solutions-oriented approach and a passion for delivering an outstanding client experience in a high-volume, high-accountability environment • A desire to be a part of a high-performing, mission-driven team that operates with intense urgency, a strong sense of individual accountability, and a commitment to authentic feedback.

🏖️ Benefits

• flexible PTO • Medical/Dental/Vision plan options • 401(k) • Teladoc Health and more