About the role:The Client Success Manager is responsible for supporting a portfolio of Foodsmart's health plan clients in close partnership with an Account Executive who will support renewal and growth of those accounts. This role is a relationship-driven, execution-focused role centered on delivering exceptional service, driving account retention, and managing issue resolution. You will serve as the primary point of contact for your clients, operating at the day-to-day level, accountable for ensuring program success and long-term partnership value.
You will:Account Retention & Relationship Management
- Build and maintain strong working relationships within relevant client stakeholders while owning day-to-day operational and program leadership relationships across a defined portfolio of accounts, serving as the primary point of contact for operational needs, strategic initiatives, and service delivery while also fostering a culture of continuous improvement
- Help to drive account retention by maintaining high client satisfaction, proactively addressing service issues, and ensuring consistent program execution
- Participate in and lead regular client check-ins, business reviews, and strategic planning sessions, providing clear updates on commitments while partnering with the Account Executive to communicate product and service launches/updates
- Articulate both the qualitative and quantitative value of food and nutrition and the impact of our client partnerships
Operations & Service Delivery
- Execute established account management standards and processes with precision and consistency across your portfolio
Respond quickly to client-raised issues, triaging and resolving execution-based problems in coordination with internal operations, clinical, product, and support teams - Track and manage open action items, deliverables, and timelines to ensure nothing falls through the cracks
- Provide customer success and day-to-day support in partnership with Account Executive for complex accounts where dual staffing is needed
- Maintain accurate account documentation, meeting notes, and activity logs in CRM systems
- Coordinate with Product, Engineering, Finance, Sales, and Clinical Operations teams on implementation needs and ongoing account requirements
Program Strategy & Continuous Improvement
- Partner closely with Account Executives to develop and execute account strategies that drive success, improvement, and retention, and targeted expansion
- Lead client-specific program improvements and initiatives, including new program launches and benefit expansions
- Understand data deeply and use it to drive changes in account strategy; interpret and present ROI and clinical metrics that demonstrate value to clients
- Prepare and deliver client-facing reporting and materials, including performance updates, program summaries, and business reviews
- Serve as an internal liaison for client needs, flagging issues and opportunities to the appropriate team members
Marketing & Member Engagement
- Lead delivery of marketing campaigns that drive member enrollment and engagement, ultimately contributing to client satisfaction and retention
- Work closely with the Foodsmart marketing team to adapt existing materials to client needs and co-create campaigns based on each client's unique situation and member population
- Leverage marketing data and campaign analytics to refine strategies and report on outcomes to clients
Performance Monitoring
- Monitor key program metrics including member enrollment, utilization, engagement, and clinical outcomes for assigned accounts
- Identify and address performance gaps or at-risk accounts proactively, escalating to senior leadership as appropriate
- Support and lead business review preparation and follow-up on resulting action plans
You are:- Someone who executes reliably, follows through completely, and thinks strategically about your accounts
- Responsive and dependable - your clients know they can count on you to respond quickly, resolve issues, and keep programs running smoothly
- Skilled at building trust at every level of the client organization, from day-to-day managers to executive sponsors
- Data-driven in how you make decisions and demonstrate value
- Trusted by senior leaders to manage your portfolio independently while delivering excellent service when partnering with Account Executive on higher-complexity accounts
- Adept at escalating the right things at the right time while managing to performance targets
You have:Required:
- 2-5+ years of experience in account management, client services, or healthcare consulting, in a client-facing or relationship development capacity
- Strong organizational skills with a track record of managing multiple accounts or workstreams simultaneously
- Excellent communication and interpersonal skills, with the ability to build trust
- Data-driven mindset with experience analyzing clinical outcomes, marketing data, and campaign performance
- Proficiency with CRM platforms (Salesforce or equivalent)
Preferred:
- Experience with food-as-medicine programs, nutrition benefits, SDOH interventions, telehealth, wellness, or related health services
- Familiarity with health plan operations and lines of business (Medicare Advantage, Managed Medicaid, Commercial)
- Experience working directly with marketing agencies or internal marketing teams on campaign development
- Experience in a startup or small company environment
- Understanding of complex contracting and provider agreements within health plans and health systems
- Bachelor's degree in business, public health, nutrition, healthcare administration, or a related field
$110,000 - $130,000 a year
Role: Client Success Manager
Location: Remote, USA
Base Salary Range: $90,000 - $130,000 + bonus + benefits
Our salary ranges are determined by role, level, and location. Individual pay is determined by work location, job-related skills, experience, and relevant education or training.
About our benefits and perks: Remote-First Company
Unlimited PTO
Flexible & remote location
Healthcare Coverage (Medical, Dental, Vision)
401k & bonus
Registered Dietitian Sessions
