Manager, Client Success

Responsibilities

• Lead, coach, and develop a team of Client Success Managers, providing timely feedback, clear direction, and active support to drive individual and team performance.
• Monitor team-level client health, engagement KPIs, NPS, and identify performance patterns; coach direct reports to address gaps and capitalize on opportunities.
• Support your team in navigating complex client and broker relationships, stepping in on escalations and high-stakes conversations as needed.
• Ensure your team is consistently executing key workflows, meeting SLAs, and delivering a high-quality client experience across the mid-market portfolio.
• May own and manage a small book of mid-market client and broker relationships directly, ensuring a consistently high-quality client experience.
• Proactively flag capacity issues and team-level risks to leadership, escalating people and client issues before they fall off track.
• Contribute and execute recommendations to improve team workflows, templates, tools, and processes that support client engagement, ROI demonstration, and renewal execution.
• Represent Garner in virtual and in-person client-facing sessions, including travel up to 30% of the time.

Requirements

• 3–5 years of experience managing a B2B book of business in a client success or account management capacity, preferably in the healthcare and benefits industry, with at least 2-3 years of people management experience.
• Demonstrated ability to lead, coach, and develop early-career and mid-level ICs, with a track record of building high-performing teams in a fast-paced environment.
• Strong client management expertise, including experience navigating complex client and broker relationships, managing escalations, and driving retention outcomes.
• Data-driven mindset, with the ability to use team-level performance data to identify trends, coach to gaps, and support direct reports in building compelling client narratives.
• Excellent project management and organizational skills, with the ability to manage competing priorities across both people leadership and client responsibilities.
• Strong communication skills, written and verbal, with the executive presence to represent Garner effectively in senior client and broker settings.
• A proactive, solutions-oriented approach and a passion for delivering an outstanding client experience in a high-volume, high-accountability environment.
• A desire to be a part of a high-performing, mission-driven team that operates with intense urgency, a strong sense of individual accountability, and a commitment to authentic feedback.

Compensation and Benefits

• Base salary range: $125,000 - $150,000. This position is also commission eligible.
• Eligible to participate in equity incentive and competitive benefits plans, including flexible PTO, Medical/Dental/Vision plan options, 401(k), Teladoc Health and more.