Client Success Manager I

Marathon Health•Cincinnati, OH

About The Position

The Client Success Manager develops and maintains strong, lasting partnerships with assigned clients and their brokers or consultants. The role supports strategic and proactive planning across each client’s business and identifies and executes opportunities to engage employee and member populations to drive clinical outcomes and savings. This work includes resolving issues promptly, advising clients on best practices, reviewing service and product offerings, recommending solutions, and sharing market insights. The position also supports health center implementations, client renewals and growth, engagement initiatives, performance tracking, reporting, and coordination of contractual and operational requirements.

Requirements

Bachelor’s degree in business or healthcare administration and at least 5 years of directly related healthcare operations or account/client management experience, or an equivalent combination of education and experience.
Proven success managing clients with complex needs and high expectations.
Experience influencing stakeholders at all levels.
Strong command of healthcare data analytics, performance guarantee models, and operational/clinical alignment.
Strong oral and written communication skills.
Ability to build, foster, and maintain positive professional relationships.
Ability to influence others and work cross-functionally, manage ambiguity, and establish effective internal networks.
Ability to perform client services with tenacious follow-up.
Strong project management, account portfolio planning, and prioritization skills.
Proficiency with Microsoft Office, Tableau, and CRM products.
Willingness to travel up to 50%.

Nice To Haves

Experience developing and delivering presentations.
High-energy personal style and aptitude for process-oriented thinking.
Willingness to develop an in-depth understanding of the market, business sector, and related services, and to think creatively about efficient and sustainable solutions.
Understanding of and commitment to process improvement and adherence.
Salesforce experience preferred.

Responsibilities

Develop a deep understanding of population health and healthcare utilization data and articulate results.
Participate in planning and launching new health center implementations.
Manage contractual requirements, including renewal terms, and successfully renew clients at targeted escalation.
Identify and target revenue growth opportunities with existing clients, including new member populations, health centers, products, and services.
Help define and leverage the coverage model for assigned clients.
Use feedback tools to understand customer needs and work with internal partners to improve products and services.
Coordinate with the marketing team to develop and implement client-specific engagement plans, including communications and incentives, to improve utilization and patient experience.
Partner on approaches to drive employee and member engagement, achieve clinical and savings metrics and performance guarantees, and maintain open communications with clinical staff.
Analyze, summarize, report, and manage performance data related to clinic operations in collaboration with others.
Understand and track risk metrics related to partnership success.
Document and report through Salesforce.
Execute contractual requirements in a timely manner and assist with Requests for Proposals (RFPs) as requested.
Support coordination of client eligibility file processing, invoicing, incentive documentation, and reporting.
Serve as the lead point of contact for customer needs and requests as needed.
Maintain broker relationships and advocate on behalf of mutual clients.
Run, interpret, and deliver client reporting at the appropriate frequency.