Client Success Manager – Small-Market

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Garner Health

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51 - 200 employees

We believe in transparency, data-driven decision-making, and seamless customer experiences. That’s why we’re building solutions to help employees discover high-quality doctors. Our team includes healthcare operators, clinicians, engineers, and benefits experts, allowing us to develop solutions with a multidisciplinary approach.

📋 Description

• Own and manage small-market client and broker relationships across a high-volume book of business (50–75 accounts), ensuring a consistently high-quality client experience. • Deliver an exceptional client experience by executing key workflows, monitoring account health, and proactively addressing risks. • Track and analyze client success KPIs, translating insights into action plans that drive engagement and retention. • Develop and execute engagement plans aligned to client goals, ensuring timely delivery of all initiatives and commitments. Assume full ownership of all engagement-related KPIs. • Manage multiple concurrent client projects with strong attention to detail, maintaining clear timelines, priorities, and deliverables. • Collaborate cross-functionally with Strategic Account Management, Sales, and Concierge (Member Services) to meet client needs, triage issues, and achieve engagement goals. • Lead client meetings and communications with key stakeholders and broker partners, providing education, insights, and actionable recommendations. • Represent the company in virtual and in-person client-facing sessions (up to 20% travel). Develop and deliver high-quality client reports, presentations, and educational sessions.

🎯 Requirements

• 3+ years of experience managing a large, high-performing B2B book of business, with a proven track record of driving engagement, client satisfaction, and NRR; preferably in the healthcare and benefits industry. • Demonstrated client management expertise, including ownership of executive relationships and day-to-day account management, as well as navigating complex client and broker stakeholder environments. • Exceptional project management and organizational skills, with the ability to manage competing priorities and execute with precision and strong attention to detail. • Data-driven mindset, leveraging KPIs and client insights to proactively identify risks, optimize engagement, and drive measurable ROI. • Strong executive presence and communication skills (both written and presentation), with a proactive, solutions-oriented approach and a passion for delivering an outstanding client experience in a fast-paced environment. • Possesses a proven track record of curiosity and independent problem-solving, both when navigating client challenges and collaborating cross-functionally with internal teams. • 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