Client Success Manager

About the role

The Client Success Manager will drive engagement, satisfaction, and retention across a high-volume book of small-market business. This role serves as the primary owner of day-to-day client and broker relationships, ensuring clients realize ongoing value while proactively identifying risks and opportunities. You will collaborate cross-functionally to execute engagement plans and deliver high-quality client experiences.

Responsibilities

• Own and manage small-market client and broker relationships across a high-volume book of business.
• 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.
• 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 Member Services to meet client needs and achieve engagement goals.
• Lead client meetings and communications with key stakeholders and broker partners, providing education, insights, and actionable recommendations.
• Develop and deliver high-quality client reports, presentations, and educational sessions.

Required skills

• B2B account management
• Project management
• Data analysis
• KPI tracking
• Stakeholder management

Nice to have

• Healthcare industry experience
• Benefits industry experience

Benefits

• Flexible PTO
• Medical plan
• Dental plan
• Vision plan
• 401(k)
• Teladoc Health

About the Company

Garner is a healthcare company that partners with employers to redesign how healthcare works by identifying best-performing doctors and incentivizing members to access higher-quality care. The company has helped over 2.5 million people access better care and saved $1B in healthcare costs.