Client Success Manager

Job not on LinkedIn

🕒 August 7

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Employer Direct Healthcare

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

🛡️ Insurance

📦 Logistics

Consulting • Insurance • Logistics

Employer Direct Healthcare is dedicated to providing affordable and high-quality healthcare for self-insured organizations and their employees. The company, through its Lantern Specialty Care Platform, connects members with top-performing doctors nationwide, ensuring stress-free recoveries and life-changing outcomes. Their services include surgery care, cancer treatment, and infusion care, focusing on delivering excellent care within driving distance of members through a network of over 2,000 surgeons and 1,500 facilities. Employer Direct Healthcare offers a curated network of excellent care providers, a new economic model that negotiates the best rates, and a commitment to supporting all planned procedures and cancer diagnoses. Their platform is particularly beneficial for organizations looking to reduce healthcare costs without sacrificing quality, providing tailored solutions for diverse employee populations across rural and urban areas.

📋 Description

• Cultivate and maintain strong relationships with existing and new clients throughout the client lifecycle • Ensure successful day-to-day delivery and long-term value from products and services • Manage timelines and coordinate deliverables across internal teams • Resolve issues, investigate root causes, document findings, coordinate solutions, and implement improvements • Work closely with clients and brokers/consultants as a trusted advisor using data and insights to identify trends, improve engagement, and drive better outcomes • Develop and execute account plans and deliver business reviews • Support client escalations and drive customer satisfaction, retention, and growth • Manage client communication for engagement marketing initiatives, including open enrollment events, webinars, mailers, ad-hoc marketing requests, and case studies • Serve as the product expert and specialty care advocate, guiding clients through features, use cases, issue resolution, and adoption best practices • Collaborate cross-functionally to ensure coordination, communication, and departmental alignment • Own execution of agreed-upon action items and maintain stakeholder alignment • Partner with Client Executives to maximize retention, identify churn risks, and pursue upsell and expansion opportunities • Maintain accurate CRM data input and hygiene for assigned clients • Operate effectively in a high-volume environment while balancing planning, requests, follow-ups, and shifting priorities

🎯 Requirements

• Bachelor's degree or equivalent experience • 5+ years of client relationship and/or account management experience within the employee benefits, healthcare, or consulting industry, including at least one startup • Willingness to travel up to 20%-25% • Experience using Salesforce and SharePoint • Data integration knowledge • Background in health plans, TPA, insurance, and/or benefits • Excellent communication and presentation skills • Exceptional project management skills, including goal identification, action-step management, and accomplishment tracking • Excellent time and task management • Demonstrated ability to execute plans with strong follow-through and accountability • Strong problem-solving, judgment, and analytical skills • Ability to work under pressure and prioritize competing tasks and responsibilities • Ability to thrive in a matrixed organizational structure • Proactive approach to anticipating client needs • Independent and adaptable in a fast-paced environment