Client Success Manager I

Marathon Health•Denver, CO

About The Position

The Client Success Manager develops and maintains strong, lasting partnerships with assigned clients and their brokers or consultants. The role contributes to strategic, proactive planning across each client’s overall line of business and identifies and executes opportunities to engage employee and member populations to improve clinical outcomes and savings. This work includes resolving issues promptly, consulting clients on best practices, reviewing service and product offerings, recommending solutions, and sharing market insights. The position also supports new health center implementations and launches, manages contractual requirements and renewals, identifies revenue growth opportunities, and coordinates client engagement plans with marketing. The Client Success Manager partners with internal teams and clinical staff to improve utilization, patient experience, performance against clinical and savings metrics, and contractual performance guarantees. Responsibilities include analyzing and reporting on performance and risk data, maintaining Salesforce documentation, supporting eligibility processing and invoicing, and managing client and broker relationships. Travel up to 50% is expected.

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.
Proficiency with Microsoft Office, Tableau, and CRM products.

Nice To Haves

Experience developing and delivering presentations.
High-energy personal style and aptitude for process-oriented thinking.
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.
Willingness to develop an in-depth understanding of the market, business sector, and related services, and to find efficient, sustainable solutions.
Understanding of and advocacy for process improvement and adherence.
Tenacious follow-up in delivering client services.
Strong project management, account portfolio planning, and prioritization skills.
Salesforce experience preferred.

Responsibilities

Develop and maintain strong partnerships with assigned clients and their brokers or consultants.
Participate in planning and launching new health center implementations.
Manage contractual requirements, including renewal terms, and renew clients at targeted escalation.
Identify revenue growth opportunities with existing clients, such as new member populations, health centers, products, and services.
Help define and leverage the coverage model for assigned clients.
Gather customer feedback and collaborate with internal partners to improve products and services.
Coordinate with marketing to develop and implement client-specific engagement, communication, and incentive plans.
Partner with stakeholders 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.
Maintain Salesforce documentation and reporting.
Execute contractual requirements in a timely manner and assist with Requests for Proposals 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 when applicable.
Maintain broker relationships and advocate on behalf of mutual clients.
Run, interpret, and deliver client reports at the appropriate frequency.