Senior Client Success Manager (Large Market)

Responsibilities

• Own and manage large market client and broker relationships across a high-volume book of business (25-30 accounts), ensuring a consistently high-quality client experience.
• Deliver an exceptional client experience by executing key workflows, monitoring account health, and proactively addressing risks.
• Track and analyze client success KPIs, translating insights into action plans that drive engagement and retention.
• Develop and execute engagement plans aligned to client goals, ensuring timely delivery of all initiatives and commitments. Assume full ownership of all engagement-related KPIs.
• Manage multiple concurrent client projects with strong attention to detail, maintaining clear timelines, priorities, and deliverables.
• Collaborate cross-functionally with Strategic Account Management, Sales, and Concierge (Member Services) to meet client needs, triage issues, and achieve engagement goals.
• Lead client meetings and communications with key stakeholders and broker partners, providing education, insights, and actionable recommendations.
• Represent the company in virtual and in-person client-facing sessions (up to 25% travel).
• Develop and deliver high-quality client reports, presentations, and educational sessions.

Requirements

• 5+ years of experience managing a large, high-performing B2B book of business, with a proven track record of driving engagement, client satisfaction, and NRR; preferably in the healthcare and benefits industry.
• Demonstrated client management expertise, including ownership of executive relationships and day-to-day account management, as well as navigating complex client and broker stakeholder environments.
• Exceptional project management and organizational skills, with the ability to manage competing priorities and execute with precision and strong attention to detail.
• Data-driven mindset, leveraging KPIs and client insights to proactively identify risks, optimize engagement, and drive measurable ROI.
• Strong executive presence and communication skills (both written and presentation), with a proactive, solutions-oriented approach and a passion for delivering an outstanding client experience in a fast-paced environment.
• Proven track record of curiosity and independent problem-solving, both when navigating client challenges and collaborating cross-functionally with internal teams.
• 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

• Salary range: $120,000 - $140,000.
• Eligible for equity incentive and competitive benefits plans, including flexible PTO, Medical/Dental/Vision plan options, 401(k) with company match, flexible spending accounts, Teladoc Health, and more.