Summary
The Senior Client Success Manager, (4C), will be responsible for managing a portfolio of our most strategic self-funded client accounts. This role requires a proven track record in proactive account management, deep understanding of the health insurance ecosystem, and the ability to drive client retention, expansion, and high satisfaction. The ideal candidate will act as a trusted advisor, ensuring clients achieve maximum value from our products/services, particularly those related to claims, member engagement, and core administrative functions.
Key Responsibilities
- Strategic Payer Account Management: Manage a book of business comprised of high-value, complex health plan accounts, serving as the primary point of contact and strategic partner.
- Value Realization & Retention: Develop and execute tailored success plans to ensure clients achieve their desired business outcomes (e.g. driving down escalating cost without decreasing quality care), leading to high client satisfaction and contract renewals.
- Expansion & Upselling: Identify and present opportunities for account expansion (upsells/cross-sells) by understanding the client's evolving needs.
- Health Insurance Domain Expertise: Leverage in-depth knowledge of the healthcare insurance industry, including payer business operations, and market challenges, to guide client strategy and translate product features into meaningful solutions.
- Cross-Functional Leadership: Serve as the client advocate internally, coordinating resources across Sales, Product, and Support teams to resolve complex issues and influence the product roadmap based on health plan client feedback.
- Performance Monitoring: Conduct regular, data-driven QBRs (Quarterly Business Reviews) with executive-level stakeholders (VPs, Directors of Operations, IT) to review performance metrics, demonstrate value, and solidify the partnership.
Required Qualifications (4C Level)
- Education: Bachelor's degree in Business, Healthcare Administration, or a related field.
- Experience:
- Minimum of 5-7 years of professional experience in Client Success, Account Management, or Strategic Consulting.
- A minimum of 3 years of direct experience working with or for healthcare insurance organizations (e.g., Commercial, Medicare, Medicaid plans), or relevant industries serving the payer market HealthTech, SaaS, or Benefits Consulting.
- Demonstrated ability to manage complex, multi-year contracts and navigate executive-level relationships.
- A genuine passion for improving healthcare outcomes and a relentless focus on the customer experience.
- Skills: Exceptional communication, presentation, and negotiation skills. Proficient in Microsoft Office and other software used to organize and assist clients.
