Role & responsibilities
Role Overview
client-focused leader
Key Responsibilities
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Relationship Management:
Build and nurture trusted relationships with client stakeholders
(HR, benefits managers, senior leadership), maintaining high-touch engagement to drive customer satisfaction, solution adoption, and long-term retention. -
Strategic Account Planning:
Develop and execute tailored success plans aligned with each client’s needs and health objectives. Act as the client’s strategic partner
, understanding their business challenges and proactively identifying opportunities where our solutions can deliver additional value or growth
. Lead Quarterly Business Reviews (QBRs)
and strategic meetings to present progress, gather feedback, and align on next steps. -
Issue Resolution & Advocacy:
Serve as the primary point of contact
and escalation lead for any client issues. Coordinate cross-functionally with Product, Operations, and Support teams to ensure timely resolution of problems and to advocate for client needs in our product roadmap. De-escalate conflicts
and troubleshoot challenges with a calm, solution-oriented approach, maintaining client trust even under pressure. -
Team Leadership:
Lead, mentor, and manage a team of Customer Success Executives. Set clear performance benchmarks (e.g. service level agreements and experience metrics) and coach the team to meet or exceed them. Foster a customer-centric team culture
that emphasizes proactivity, continuous improvement, and accountability for client outcomes. -
Retention & Growth:
Own the client relationship end-to-end from onboarding through renewal. Drive 100% renewal of contracts
by ensuring clients realize ongoing value and by addressing concerns well before renewal dates. Identify and pursue opportunities for account growth – for example, upselling additional services (ambulance access, virtual doctor consultations)
– in alignment with client goals, to maximize customer lifetime value. Every interaction should reinforce our role as a long-term partner
in the client’s health and wellness strategy.
Desired Qualifications
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Education & Domain Experience:
MBA or relevant advanced degree from a reputable institution (preferred). 5–8+ years of experience
in customer success, enterprise account management, or client services – ideally within healthcare, insurance, wellness, or corporate benefits sectors. Prior exposure to health-tech, emergency care, or employee benefit platforms
is a strong plus. -
Enterprise Client Management:
Proven track record managing and growing high-value B2B client relationships
with multiple stakeholders at senior levels
. Experience navigating complex client organizations and delivering results for mid- to large enterprise accounts is essential. -
Communication & Presentation:
Excellent communication skills, both written and verbal. Able to present to and influence C-suite and senior executives
with confidence. Capable of translating complex healthcare or technical information into clear business insights for diverse audiences. -
Strategic & Analytical Mindset:
Demonstrated strength in strategic thinking and problem-solving
– able to analyze client data or feedback to diagnose issues, identify opportunities, and craft creative solutions. Comfortable using CRM systems, dashboards, and analytics tools to drive decisions. Detail-oriented
with the ability to manage multiple enterprise projects without dropping the ball. -
Leadership & Collaboration:
Experience leading teams or mentoring staff
in a client-facing context (team leadership experience preferred). Highly collaborative, with the ability to work across internal departments and influence without authority
to marshal the right resources for client success. -
Drive & Accountability:
Self-motivated and customer-obsessed
, with a strong sense of ownership over client outcomes. High level of integrity, empathy, and a “whatever-it-takes” attitude to meet client needs. Resilience
in handling challenges and a proactive approach to preventing issues before they arise.
Key Soft Skills & Competencies
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Exceptional Communication & Listening:
Ability to convey ideas clearly and actively listen
to understand client needs. Strong written communication for executive emails/reports, and confident presentation skills for meetings and business reviews. (Effective communication and active listening are crucial soft skills that enable CSMs to build relationships, identify needs, and provide solutions.) -
Relationship-Building & Empathy:
Talent for building trust-based relationships
with a wide range of stakeholders, from day-to-day coordinators to C-level sponsors. Empathetic and customer-centric, always aiming to understand the client’s perspective and foster loyalty
through genuine care and credibility. -
Strategic Problem-Solving:
A critical thinker
who can evaluate complex issues, anticipate challenges
, and strategize long-term solutions. Brings a consultative approach – able to connect the dots between client pain points and our solutions, and craft tailored action plans
that deliver tangible business outcomes. -
Adaptability & Proactivity:
Thrives in a fast-paced environment and adapts quickly
to changing client needs or industry dynamics. Proactively addresses potential problems before
they escalate, and shows initiative in improving processes or suggesting innovations to enhance the client experience. -
Leadership & Collaboration:
Demonstrated ability to lead and inspire a team
, as well as work collaboratively across departments. Skilled in managing difficult conversations
and conflicts with
professionalism, and in negotiating win-win outcomes (for example, during renewal or upsell discussions). A positive, solution-oriented leader who motivates others and models excellent client service behavior.
Preferred candidate profile
