Client Success Manager

CancerNavigator

23h•$90,000 - $100,000•Remote

About The Position

CancerNavigator is a healthcare startup dedicated to supporting cancer patients. Our mission is to provide a white-glove, end-to-end, cancer support service for patients and their families, working with health plans across the country to offer 1-1 support through dedicated Oncology Certified Nurses. These nurses assist members in finding expert care and navigating the complexities of the cancer journey. The Client Success Manager role is crucial for scaling our operations, standardizing service for foundational clients, and building a consistent process for onboarding new clients. This role requires a client-focused, highly organized individual to manage a portfolio of clients and bring structure to the client onboarding process.

Requirements

Approximately 5 years of client-facing experience, ideally in client success, account management, implementation, or project management.
A track record managing multiple clients or projects at once, and facilitating client meetings and cross-functional work.
Exceptional organization and project management skills, with a demonstrated ability to create structure and drive accountability.
Clear, polished client communication and sound judgment on when to solve a problem independently and when to escalate.
Willingness to travel for client and team in-person sessions (projected 15%).
Comfort working with data, reporting, and operational detail.
Comfort working in an evolving environment where the role will help shape the operating model.
A process-improvement mindset, including comfort using automation and AI to work more efficiently.
Sufficient executive presence to work credibly with union leaders, employers, public sector stakeholders, and internal leadership.
A team-first mentality, a strong work ethic, and a proactive problem solver.

Nice To Haves

Experience in healthcare, employee benefits, labor, or public sector is valuable but not required.

Responsibilities

Manage a portfolio of CancerNavigator’s foundational clients under a standardized service model, building strong relationships and driving client and patient impact.
Shape and strengthen the client service model by gathering feedback, identifying improvement opportunities, and evolving support for this client segment.
Deliver regular reporting, lead renewals, and resolve client issues.
Coordinate the implementation project plan, including meetings, timelines, decisions, and dependencies for new client launches.
Support launch, data, eligibility, and internal readiness workstreams.
Hold internal and client stakeholders accountable to deadlines.
Ensure a seamless handoff from implementation to ongoing client success.
Strengthen the foundational implementation process by maintaining and improving templates and resources.
Incorporate lessons learned and continuously iterate on the implementation process based on feedback.