Client Success Manager
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Job Description
Client Success Manager managing employer healthcare accounts for Marathon Health. Driving member engagement, clinical outcomes, renewals, and savings through data-led client partnerships.
Responsibilities:
- Develop and maintain strong client and broker/consultant partnerships for assigned small to medium-size clients
- Plan strategically and proactively within clients’ lines of business
- Identify and execute opportunities to engage employee and member populations to drive clinical and savings outcomes
- Resolve issues proactively and timely; consult customers on best practices
- Review service and product offerings, recommend solutions, and provide market insights
- Manage clients according to small-group service package standards and standardized processes
- Analyze healthcare utilization and population health data and articulate results
- Participate in new health center implementation planning and launches with Sales, local operations leadership, and the Implementation Team
- Lead competitive renewal re-bids and manage contractual renewal requirements
- Identify revenue growth opportunities with existing clients
- Support clients with tiered engagement models or aggregator relationships
- Develop customer feedback tools and collaborate with internal partners to improve products and services
- Collaborate with Client Success Directors for day-to-day leadership, mentorship, and escalation support
- Coordinate client-specific engagement, communication, and incentive plans with Marketing
- Partner with operations and health center leadership to drive engagement and achieve clinical, savings, and performance-guarantee metrics
- Analyze, summarize, report, and manage clinic operations performance data and risk metrics
- Monitor and manage Performance Guarantees
- Maintain Salesforce documentation and reporting
- Execute contractual requirements and assist with RFPs as requested
- Support eligibility file processing, invoicing, incentive documentation, and reporting
- Serve as a lead point of contact for customer needs and requests
- Maintain broker relationships
- Run, interpret, and deliver client reporting
Requirements:
- Bachelor’s degree in Business or Healthcare Administration
- 2–5 years in healthcare, health insurance, brokerage/consulting, or direct HR/benefits
- Experience developing and delivering presentations
- Strong oral and written communication skills
- Ability to build, foster, and maintain positive professional relationships
- Ability to influence others and work cross-functionally
- Organizational acumen to establish effective internal networks
- Understanding of the market, business sector, and related services
- Process improvement and adherence knowledge
- Strong project management, account portfolio planning, and prioritization
- Proficiency in Microsoft Office, Tableau, and CRM products; Salesforce experience preferred
- Willingness to travel up to 50%
- Preference is Southern MI; Detroit or Kalamazoo
Benefits:
- Annual incentive eligibility
- Great Place to Work® certified inclusive, high-trust culture
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