Client Success Manager I

Marathon Health•Denver, CO

4d•$80,000 - $110,000

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 planning across each client’s business and proactively identifies and executes opportunities to engage employees and members to improve clinical outcomes and savings. This includes resolving issues promptly, advising clients on best practices, reviewing offerings, recommending solutions, and providing market insights. The role also supports new health center implementations, manages contractual and renewal requirements, identifies growth opportunities, coordinates client-specific engagement plans, and monitors operational and performance data. The manager works with internal teams and clinical staff to support member engagement, clinical and savings metrics, performance guarantees, and effective client communications. Additional duties include client reporting, Salesforce documentation, and support for eligibility files, invoicing, incentives, and RFPs. Travel of 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.
Willingness to travel up to 50%.

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 think creatively about efficient, sustainable solutions.
Understanding of and advocacy for process improvement and adherence.
Tenacious follow-up in providing client services.
Strong project management, account portfolio planning, and prioritization skills.
Proficiency with Microsoft Office, Tableau, and CRM products; Salesforce experience preferred.

Responsibilities

Develop an 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 renew clients at targeted escalation.
Identify 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 marketing to develop and implement client-specific engagement, communication, and incentive plans to improve utilization and patient experience.
Partner with others to drive employee and member engagement, achieve clinical and savings metrics and performance guarantees, and maintain communication with clinical staff.
Analyze, summarize, report, and manage clinic operations performance data; understand and track partnership risk metrics.
Document and report in Salesforce.
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.
May serve as the lead point of contact for customer needs and requests.
Maintain broker relationships and advocate on behalf of mutual clients.
Run, interpret, and deliver client reporting at the appropriate frequency.