Client Success Manager

Sun Life•Nashville, TN

2d•$58,800 - $88,200•Hybrid

About The Position

Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work in the contiguous states plus AK. The opportunity: As a Client Success Manager within our Health & Risk Solutions Stop Loss organization, you will help deliver a seamless Health Navigator experience across Sun Life products. Serving as a trusted partner to clients, brokers, consultants, sales teams, and internal stakeholders, you will guide assigned accounts from implementation through ongoing service, engagement, retention, and growth. You will translate client needs into coordinated solutions, strengthen relationships, resolve complex service issues, and use insights and reporting to improve the client and member experience. This role is ideal for a proactive relationship manager who understands health solutions, employee benefits, or insurance and can confidently navigate a cross-functional environment.

Requirements

Bachelor’s degree or equivalent combination of education and relevant experience.
Three or more years of experience in client success, account management, relationship management, customer support, or a comparable client-facing role.
Experience or working knowledge in health solutions, employee benefits, group insurance, healthcare, or a related industry strongly preferred.
Demonstrated ability to build credibility and trusted relationships with clients, brokers, consultants, sales partners, and cross-functional teams.
Excellent verbal, written, presentation, and interpersonal communication skills, with the ability to explain complex information clearly to varied audiences.
Strong judgment and problem-solving skills, including the ability to take ownership of escalated issues and coordinate a timely resolution.
Highly organized and proactive, with strong prioritization, project management, attention to detail, and follow-through across multiple accounts and deadlines.
Comfort using data, client feedback, and service trends to identify risks, communicate insights, and recommend improvements.
Proficiency with Microsoft Office and client relationship management systems; ability to learn new technology and use digital tools responsibly and effectively.
Ability to travel up to 15% within the United States, with travel concentrated during client open enrollment periods from August through November.

Responsibilities

Own the day-to-day relationship for an assigned regional portfolio of Health Navigator clients, serving as the primary contact for group benefit clients, brokers, consultants, and strategic partners.
Partner with sales and internal teams following intake of a new sale to understand client needs, support effective product positioning, and establish a coordinated service plan.
Lead clients through implementation, enrollment, launch, training, and ongoing service, ensuring clear expectations, timely follow-through, and a consistent experience.
Build trusted relationships through regular business reviews and check-ins focused on satisfaction, utilization, engagement, retention, and growth opportunities.
Coordinate across sales, operations, service, marketing, technical support, and other partners to address client needs and deliver an integrated Health Navigator experience across Sun Life products.
Identify, own, and drive timely resolution of complex or escalated issues, including concerns raised by group administrators and executive stakeholders.
Develop and deliver client, broker, consultant, and sales education through webinars, meetings, benefit fairs, and other engagement activities.
Collaborate on communication campaigns and educational materials that increase awareness, support adoption, and improve member utilization.
Monitor eligibility, implementation milestones, utilization, service performance, and satisfaction; translate findings into clear reporting and actionable recommendations.
Bring the voice of the client to internal teams and contribute ideas that strengthen offerings, processes, and the group administrator and member experience.
Maintain accurate, timely documentation of client interactions, commitments, risks, and opportunities in the client relationship management system.