Client Success Director (Jumbo Market)

Responsibilities

• Own largest client and broker relationships
• Ensure excellent client experience for assigned book of business (5,000+ lives)
• Execute key workflows and monitor client health
• Track client success KPIs, escalate concerns, and mitigate risks with action plans
• Execute best practices to improve client satisfaction, engagement, and ROI for retention
• Collaborate with product, sales, and member services to meet engagement goals
• Communicate regularly with key decision makers and broker partners
• Develop client reports, meeting materials, and workshops
• Represent Garner at client open enrollment and education sessions (in-person and virtual)
• Travel up to 25%

Requirements

• 7+ years managing and growing high-performing enterprise book of business (B2B SaaS) in healthcare and benefits industry
• Experience supporting clients to increase engagement and maximize value of medical benefit/healthcare SaaS
• Passion for excellent client experience and high-quality work
• Strong communicator able to articulate vision/strategy and inspire adoption/change
• Excellent presentation skills
• Ability to work in ambiguous, fast-paced startup environment
• Expert at identifying/partnering with internal stakeholders (including executives) to resolve issues
• Proven curiosity, independent problem-solving, and cross-functional collaboration
• Track record building relationships with sophisticated clients/brokers in health/welfare space

Compensation

Base salary: $150,000 - $165,000. Commission eligible. Equity incentive and benefits including flexible PTO, Medical/Dental/Vision, 401(k), Teladoc.