Client Success Manager

Lantern

16h

About The Position

The CSM will be responsible for cultivating and maintaining strong relationships with a portfolio of clients, both existing and new, ensuring successful day‑to‑day delivery and long‑term value from our products and services. This is a highly hands‑on role that blends proactive planning with daily execution, requiring strong follow‑through, attention to detail, and ownership of client needs. You will manage timelines, coordinate deliverables across internal teams, resolve issues as they arise, and ensure commitments are met. In parallel, you will work closely with clients and their brokers/consultants as a trusted advisor, using data and insights to identify trends, improve engagement, and drive better outcomes. You will develop and execute account plans, deliver business reviews, support client escalations, and drive customer satisfaction, retention, and growth. This role is best suited for someone who thrives in both tactical execution and proactive problem‑solving — someone who enjoys owning details, managing workflows, and driving outcomes, while also thinking ahead to anticipate client needs and prevent issues before they arise.

Requirements

Bachelor's degree or equivalent experience.
5+ years of experience of client relationship and/or account management experience within the employee benefits, healthcare, or consulting industry, including at least one startup
Willingness to travel up to 20%-25%.
Experience using Salesforce and SharePoint, Data Integration knowledge, and a background in Health Plan, TPA, Insurance, and/or benefits

Nice To Haves

Excellent communication and presentation skills, with the ability to quickly establish rapport and build sustainable relationships.
Exceptional project management skills, including clear goal identification, effective action‑step management, and ongoing tracking of accomplishments and opportunities
Excellent time and task management while maintaining a solution‑oriented mindset to deliver accurate, intentional, and timely outcomes for clients.
A demonstrated ability to execute against plans — not just create them — with strong follow‑through and accountability.
Comfort being “in the weeds” while still maintaining a forward‑looking, proactive mindset.
Independent and adaptable, thriving in a fast-paced environment.
Strong problem-solving, judgment, and analytical skills.
Ability to work under pressure and prioritize competing tasks and responsibilities.
Ability to thrive in a matrixed organizational structure.
Demonstrates a natural, proactive, and preemptive approach to anticipating client needs, both internally and externally.

Responsibilities

Manage client and broker/consultant relationships throughout the client lifecycle, ensuring regular touchpoints and proactive feedback solicitation to ensure client satisfaction
Communicate clearly and concisely in both verbal and written formats, demonstrating strong time management, prioritization skills and empathy towards clients
Manage client communication for engagement marketing initiatives, including open enrollment events, webinars, mailers, ad-hoc marketing requests and case studies.
Serve as the product expert and specialty care advocate by guiding clients through features, use cases, and issue resolution while reinforcing best practices for adoption.
Collaborate cross-functionally within a team environment, ensuring seamless coordination, clear communication, and alignment across departments.
Ensure company and client objectives are met by owning execution of agreed‑upon action items, maintaining alignment across stakeholders, and following through on commitments.
Partner with Client Executives to maximize retention and identify churn risks, as well as upsell and expansion opportunities.
Maintain accurate data input and hygiene in the customer relationship management system for all assigned clients.
Own service issue resolution end‑to‑end by investigating root causes, documenting findings, coordinating solutions across teams, and implementing improvements to prevent recurrence.
Operate effectively in a high-volume environment, balancing proactive planning with frequent client requests, follow-ups and shifting priorities