The Role: The Client Success Manager is responsible for the day-to-day and long-term performance, overall health and success of a portfolio of clients. This role plays a critical part in ensuring strong client satisfaction, retention, and growth.
As the Client Success Manager, you'll act as both a strategic partner and operational quarterback-deeply understanding your clients' goals, monitoring performance, and proactively identifying ways to strengthen outcomes, engagement, and long-term partnership value.
This role is ideal for someone who is curious, proactive, and business-minded-someone who doesn't just respond to client needs, but anticipates them, connects the dots, and drives results.
What You'll Do: - Build Trusted Client Relationships
- Develop and maintain productive, professional relationships with key client stakeholders
- Build credibility by understanding each client's business priorities, population, and success metrics
- Act as a trusted advisor, bringing forward ideas, insights, and recommendations-not just updates
- Own Client Performance & Outcomes
- Monitor and analyze performance across utilization, engagement, outcomes, and satisfaction
- Track client health, identifying risks and opportunities early, and proactively driving plans to address them
- Partner with internal teams to ensure delivery against client expectations and commitments
- Turn data into clear, compelling stories that demonstrate value and ROI
- Lead quarterly business reviews and ongoing touchpoints with confidence and clarity
- Drive Retention & Support Growth
- Develop strategic account plans that align client goals with Vori's long-term partnership strategy
- Surface client needs and market insights internally to inform commercial strategy and product direction
- Help clients stay informed about new capabilities, offerings, and opportunities to expand impact
- Identify and develop expansion opportunities by partnering with Sales
- Lead renewal strategies and timelines while partnering with Client Success leadership to execute
- Deliver a Seamless Client Experience
- Coordinate internally across Sales, Clinical, Operations, Product, Marketing and Implementation to ensure a high-quality, consistent experience
- Support development and execution of member engagement strategies in partnership with Marketing
- Manage day-to-day needs including reporting, communications, and issue resolution with strong follow-through
- Contribute to improving Client Success processes, tools, and best practices
Who You Are: - Core Attributes You Bring
- Proactive and solution-oriented: You anticipate needs and take ownership of outcomes.
- Highly accountable: You follow through, close loops, and deliver on commitments with strong attention to detail.
- Business-minded: You understand how outcomes, engagement, and value connect to client decisions.
- Intellectually curious: You ask thoughtful questions and dig deeper to understand the "why."
- Relationship-driven: You build trust quickly and maintain credibility at all levels.
Experience You Bring:- 5+ years of experience in client success, account management, or healthcare/benefits-related roles; experience in digital health is a plus
- Experience managing employer and health plan accounts
- Deep knowledge of healthcare and employee benefits functions and the processes used within them
- Demonstrated ability to manage and grow client relationships with a focus on retention and satisfaction
- Strong communication and presentation skills, including the ability to engage executive stakeholders
- Ability to build and maintain relationships with multiple stakeholders (HR, Benefits, Finance, Product, etc.) and navigate client environments effectively
- Ability to translate data into meaningful insights and recommendations
- Experience working cross-functionally in a fast-paced, evolving environment
- Work authorization/security clearance requirements:
- Authorized or able to provide required documents to work in United States or Canada.
Physical Requirements/Work Environment:- While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.
- Specific vision abilities required by this job include close vision requirements due to computer work.
- Ability to travel occasionally (up to 20%) for client and company meetings
Company Benefits At Vori Health, we believe in fostering a supportive and rewarding work environment for our team members. We offer a comprehensive benefits package designed to support your overall well-being, growth, and work-life balance:
- Competitive Salary & Equity: We offer competitive pay based on experience and the value you bring to the team.
- Equity Options: As part of our commitment to long-term success, we offer equity options, giving you the opportunity to share in the growth of the company.
- Health & Wellness: Our health benefits include medical, dental, and vision coverage to keep you and your family healthy. We also offer wellness programs and mental health resources to help you thrive both personally and professionally.
- Retirement Plans: We provide a 401(k) plan and Roth options to help you plan for the future and enjoy peace of mind.
- Paid Time Off (PTO): Enjoy generous paid time off, including vacation days, holidays, and sick leave, to recharge and maintain a healthy work-life balance.
- Fully Remote Work: Work from your home or private office location! We offer a flexible, fully remote work environment that allows you to manage your workspace in a way that best suits your lifestyle.
- Professional Development: We encourage continuous learning and growth with access to training, workshops, and Professional Development stipend for further education.
- Parental Leave: We offer paid parental leave to support team members through important life moments, whether you're welcoming a child or expanding your family.
- Employee Assistance Program (EAP): Access confidential counseling and support for personal or work-related challenges to maintain your well-being along with additional employee assistance programs.
- We're committed to creating a workplace where you can grow, succeed, and achieve your best. Come join our team and enjoy the benefits of a company that values its team members we call Vorriors!
