Client Success Manager I

Marathon Health•Marathon Health, IN

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 within clients’ lines of business and identifies and executes opportunities to engage employees and members to improve clinical and savings outcomes. This includes resolving issues promptly, advising customers on best practices, reviewing service and product offerings, recommending solutions, and sharing market insights. The role works with internal partners and client stakeholders on health center implementation and launch, client engagement, contractual obligations and renewals, revenue growth, performance reporting, and operational coordination. The Client Success Manager may serve as the lead contact for customer needs and supports client and broker relationships, member engagement, and the delivery of contractual and performance objectives.

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, work cross-functionally, manage ambiguity, and establish effective internal networks.
Willingness to develop in-depth knowledge of the market, business sector, and related services, and to find creative, efficient, and sustainable solutions.
Understanding of and advocacy for process improvement and adherence.
Tenacious follow-up when performing client services.
Strong project management, account portfolio planning, and prioritization skills.
Salesforce experience preferred.
Willingness to travel up to 50%.

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 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 marketing to develop and implement client-specific engagement plans, including communication and incentive plans, 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 communication with clinical staff.
Collaboratively analyze, summarize, report, and manage performance data related to clinic operations.
Understand and track risk metrics related to partnership success.
Document and report in 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.
Potentially 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.