Sr. Manager Client Success

Papa

8d•Remote

About The Position

The Senior Manager of Client Success is responsible for owning the success, retention, and growth of a portfolio of Papa’s health plan clients. This is a highly client-facing role, but it goes beyond traditional relationship management. The Director will maintain end-to-end accountability for client outcomes, partnering closely with operational, analytical, and cross-functional teams to deliver against client commitments. Successful candidates will be equally comfortable presenting to senior client stakeholders, digging into performance data, troubleshooting an operational issue, and bringing together internal teams to drive a solution. The overarching goal is simple: deliver exceptional client outcomes that drive retention and growth.

Requirements

8+ years of experience in client success, account management, partnerships, consulting, strategy, operations, or a similar client-facing role.
Experience managing senior client relationships and delivering strong business results.
Complex Problem-Solving & Analytical Reasoning: Strong ability to synthesize complex performance data, diagnose root operational issues, and turn insights into actionable strategic solutions.
Emotional Intelligence & Stakeholder Management: Proven capability to build trust, navigate high-stakes client discussions, address performance gaps directly, and drive alignment across cross-functional teams under pressure.
Agile Context Switching: High cognitive flexibility to seamlessly shift between high-level executive strategy presentations and granular, day-to-day operational execution and troubleshooting.
Sustained Focus & Multi-Project Management: Capability to maintain end-to-end accountability, prioritize, and drive multiple client accounts, implementations, and internal initiatives to completion simultaneously.
Strong organizational and project management skills with a willingness to take ownership and follow issues through to resolution.

Nice To Haves

Experience working with health plans, employers, healthcare organizations, or other B2B clients.
Experience in consulting, business operations, strategy, or a similar role.
Experience managing performance metrics, implementations, or service operations.
Experience growing client accounts or identifying expansion opportunities.

Responsibilities

Serve as the primary relationship owner for a portfolio of health plan clients.
Develop a strong understanding of each client’s goals, contract terms, performance expectations, and growth opportunities.
Stay accountable for client performance, including retention, satisfaction, contractual commitments, and operational execution.
Lead recurring client meetings, executive business reviews, performance discussions, and other client communications.
Identify client risks, performance gaps, and emerging needs. Create and drive clear plans to address client risks and performance gaps.
Partner with Operations, Product, Analytics, and other Papa teams to resolve operational issues affecting clients.
Use data and reporting to evaluate client performance and identify trends and opportunities.
Develop actionable recommendations for clients and internal teams.
Identify and execute opportunities to expand client relationships through additional services, programs, or populations.