Client Success Manager

Job description

You will:

Account Retention & Relationship Management - Build and maintain strong working relationships within relevant client stakeholders while owning day-to-day operational and program leadership relationships across a defined portfolio of accounts, serving as the primary point of contact for operational needs, strategic initiatives, and service delivery while also fostering a culture of continuous improvement - Help to drive account retention by maintaining high client satisfaction, proactively addressing service issues, and ensuring consistent program execution - Participate in and lead regular client check-ins, business reviews, and strategic planning sessions, providing clear updates on commitments while partnering with the Account Executive to communicate product and service launches/updates - Articulate both the qualitative and quantitative value of food and nutrition and the impact of our client partnerships

Operations & Service Delivery - Execute established account management standards and processes with precision and consistency across your portfolio Respond quickly to client-raised issues, triaging and resolving execution-based problems in coordination with internal operations, clinical, product, and support teams - Track and manage open action items, deliverables, and timelines to ensure nothing falls through the cracks - Provide customer success and day-to-day support in partnership with Account Executive for complex accounts where dual staffing is needed - Maintain accurate account documentation, meeting notes, and activity logs in CRM systems - Coordinate with Product, Engineering, Finance, Sales, and Clinical Operations teams on implementation needs and ongoing account requirements

Program Strategy & Continuous Improvement - Partner closely with Account Executives to develop and execute account strategies that drive success, improvement, and retention, and targeted expansion - Lead client-specific program improvements and initiatives, including new program launches and benefit expansions - Understand data deeply and use it to drive changes in account strategy; interpret and present ROI and clinical metrics that demonstrate value to clients - Prepare and deliver client-facing reporting and materials, including performance updates, program summaries, and business reviews - Serve as an internal liaison for client needs, flagging issues and opportunities to the appropriate team members

Marketing & Member Engagement - Lead delivery of marketing campaigns that drive member enrollment and engagement, ultimately contributing to client satisfaction and retention - Work closely with the Foodsmart marketing team to adapt existing materials to client needs and co-create campaigns based on each client's unique situation and member population - Leverage marketing data and campaign analytics to refine strategies and report on outcomes to clients

Performance Monitoring - Monitor key program metrics including member enrollment, utilization, engagement, and clinical outcomes for assigned accounts - Identify and address performance gaps or at-risk accounts proactively, escalating to senior leadership as appropriate - Support and lead business review preparation and follow-up on resulting action plans

You are: - Someone who executes reliably, follows through completely, and thinks strategically about your accounts - Responsive and dependable — your clients know they can count on you to respond quickly, resolve issues, and keep programs running smoothly - Skilled at building trust at every level of the client organization, from day-to-day managers to executive sponsors - Data-driven in how you make decisions and demonstrate value - Trusted by senior leaders to manage your portfolio independently while delivering excellent service when partnering with Account Executive on higher-complexity accounts - Adept at escalating the right things at the right time while managing to performance targets

You have:

Required: - 2-5+ years of experience in account management, client services, or healthcare consulting, in a client-facing or relationship development capacity - Strong organizational skills with a track record of managing multiple accounts or workstreams simultaneously - Excellent communication and interpersonal skills, with the ability to build trust   - Data-driven mindset with experience analyzing clinical outcomes, marketing data, and campaign performance - Proficiency with CRM platforms (Salesforce or equivalent)

Preferred: - Experience with food-as-medicine programs, nutrition benefits, SDOH interventions, telehealth, wellness, or related health services - Familiarity with health plan operations and lines of business (Medicare Advantage, Managed Medicaid, Commercial) - Experience working directly with marketing agencies or internal marketing teams on campaign development - Experience in a startup or small company environment - Understanding of complex contracting and provider agreements within health plans and health systems - Bachelor's degree in business, public health, nutrition, healthcare administration, or a related field