Client Success Manager

Foodsmart

24d•$90,000 - $130,000•Remote

About The Position

The Client Success Manager is responsible for supporting a portfolio of Foodsmartâ€™s health plan clients in close partnership with an Account Executive who will support renewal and growth of those accounts. This role is a relationship-driven, execution-focused role centered on delivering exceptional service, driving account retention, and managing issue resolution. You will serve as the primary point of contact for your clients, operating at the day-to-day level, accountable for ensuring program success and long-term partnership value.

Requirements

2-5+ years of experience in account management, client services, or healthcare consulting, in a client-facing or relationship development capacity
Strong organizational skills with a track record of managing multiple accounts or workstreams simultaneously
Excellent communication and interpersonal skills, with the ability to build trust
Data-driven mindset with experience analyzing clinical outcomes, marketing data, and campaign performance
Proficiency with CRM platforms (Salesforce or equivalent)

Nice To Haves

Experience with food-as-medicine programs, nutrition benefits, SDOH interventions, telehealth, wellness, or related health services
Familiarity with health plan operations and lines of business (Medicare Advantage, Managed Medicaid, Commercial)
Experience working directly with marketing agencies or internal marketing teams on campaign development
Experience in a startup or small company environment
Understanding of complex contracting and provider agreements within health plans and health systems
Bachelor's degree in business, public health, nutrition, healthcare administration, or a related field

Responsibilities

Build and maintain strong working relationships within relevant client stakeholders while owning day-to-day operational and program leadership relationships across a defined portfolio of accounts, serving as the primary point of contact for operational needs, strategic initiatives, and service delivery while also fostering a culture of continuous improvement
Help to drive account retention by maintaining high client satisfaction, proactively addressing service issues, and ensuring consistent program execution
Participate in and lead regular client check-ins, business reviews, and strategic planning sessions, providing clear updates on commitments while partnering with the Account Executive to communicate product and service launches/updates
Articulate both the qualitative and quantitative value of food and nutrition and the impact of our client partnerships
Execute established account management standards and processes with precision and consistency across your portfolio
Respond quickly to client-raised issues, triaging and resolving execution-based problems in coordination with internal operations, clinical, product, and support teams
Track and manage open action items, deliverables, and timelines to ensure nothing falls through the cracks
Provide customer success and day-to-day support in partnership with Account Executive for complex accounts where dual staffing is needed
Maintain accurate account documentation, meeting notes, and activity logs in CRM systems
Coordinate with Product, Engineering, Finance, Sales, and Clinical Operations teams on implementation needs and ongoing account requirements
Partner closely with Account Executives to develop and execute account strategies that drive success, improvement, and retention, and targeted expansion
Lead client-specific program improvements and initiatives, including new program launches and benefit expansions
Understand data deeply and use it to drive changes in account strategy; interpret and present ROI and clinical metrics that demonstrate value to clients
Prepare and deliver client-facing reporting and materials, including performance updates, program summaries, and business reviews
Serve as an internal liaison for client needs, flagging issues and opportunities to the appropriate team members
Lead delivery of marketing campaigns that drive member enrollment and engagement, ultimately contributing to client satisfaction and retention
Work closely with the Foodsmart marketing team to adapt existing materials to client needs and co-create campaigns based on each client's unique situation and member population
Leverage marketing data and campaign analytics to refine strategies and report on outcomes to clients
Monitor key program metrics including member enrollment, utilization, engagement, and clinical outcomes for assigned accounts
Identify and address performance gaps or at-risk accounts proactively, escalating to senior leadership as appropriate
Support and lead business review preparation and follow-up on resulting action plans