Client Success Manager I

Marathon Health•MO-Remote, MO

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 and proactive planning within clients’ lines of business and identifies and executes opportunities to engage employee and member populations to improve clinical and cost-savings outcomes. This includes resolving issues promptly, consulting clients on best practices, reviewing service and product offerings, recommending new solutions, and providing market insights. The position supports health center implementations, manages contractual requirements and renewals, identifies revenue growth opportunities, and collaborates with internal teams to improve services and engagement. It also tracks and communicates clinic performance, supports client reporting and operational processes, and may serve as the primary contact for customer needs.

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 and sustainable solutions.
Understanding of and advocacy for process improvement and adherence.
Tenacious follow-up in performing 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 on strategies to drive employee and member engagement, achieve clinical and savings metrics and performance guarantees, and maintain open communication with clinical staff.
Analyze, summarize, report, and manage performance data related to clinic operations, and track partnership risk metrics.
Document and report in Salesforce.
Execute contractual requirements on time and assist with Requests for Proposals (RFPs) as requested.
Support 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 reports at the appropriate frequency.