Senior Client Success Manager

Responsibilities

• Manage the end-to-end client lifecycle for a strategic and growing list of employer clients contracted through our health plan partners, driving retention and satisfaction through proactive, data-informed account management.
• Prepare and deliver persuasive business reviews that leverage clinical outcomes, engagement data, and ROI analyses to influence executive decision-making and drive continued investment in Virta by client and partner alike.
• Act as a consultative advisor to clients – leading expansion discussions by identifying evolving needs and connecting client objectives and population health trends to Virta’s value story.
• Lead renewal negotiations and upsell contracting, leveraging strong judgment, transparency, and client advocacy, guiding stakeholders toward mutually beneficial terms.
• Monitor key success indicators for your accounts, surfacing risks and opportunities early and adjusting strategy to achieve desired outcomes.
• Build strong, trusted relationships with internal cross-functional partners across Clinical, Member Engagement, Analytics, and Commercial to deliver exceptional client experiences.
• Partner with Member Engagement to expand awareness and adoption within your book of business through campaigns and targeted engagement.

90 Day Plan

• Immerse yourself in Virta’s mission, product, and customer success strategy.
• Learn key systems and tools (Asana, JIRA, Salesforce, Looker) and understand team workflows.
• Shadow client calls and observe cross-functional collaboration across Commercial, Clinical, and Operations.
• Build relationships with key internal and external stakeholders.
• Develop familiarity with reporting templates, renewal processes, and escalation pathways.
• Share early observations and ideas for improving workflows or client deliverables.
• Fully own a defined book of business, independently managing renewals, satisfaction, and reporting.

Must-Haves

• 6–8 years of experience in customer success, consulting, or client-facing account management roles.
• Proven track record of independently managing enterprise or strategic employer accounts with strong retention, satisfaction, and growth outcomes.
• Demonstrated success leading contract renewals and expansions, with consultative selling and negotiation skills that connect customer needs to measurable outcomes and ROI.
• Experience presenting strategic and financial value to HR, benefits, and consultant audiences.
• Strategic thinker with strong business acumen – understands key levers of account growth, client economics, and decision-making within employer benefits.
• Skilled relationship builder who earns trust with senior client and cross-functional partners.
• Highly analytical and detail-oriented; uses data and insights to inform decisions and guide customer conversations.
• Exercises strong judgment in execution and prioritization; escalates strategic or sensitive issues appropriately.
• Curious, proactive, and improvement-oriented – asks “why,” experiments thoughtfully, and shares learnings.
• Thrives in a fast-paced, high-growth, and evolving environment.