About the role 

We are looking for a Client Success Director to join our team. The Client Success Director will be responsible for overseeing clients in our largest market (5,000+ lives) book of business. This role’s focus is relationship management, understanding client needs, and day-to-day client management. As the primary point of contact for key client stakeholders and brokers, the Client Success Director has the ultimate goal of ensuring the overall success and retention of clients within this market segment. The Client Success Director will work closely with the Strategic Accounts team and cross-functional areas, including executives and product, to drive Garner’s mission forward. This role will report to the Director of Client Success, Platinum.

Where you will work:

This position is fully remote with up to 25% travel.

What you will do:

• Own our largest client and broker relationships
• Ensuring that Garner delivers an excellent client experience to the assigned book of business
• Executing key workflows and monitoring client health to support our clients
• Track client success KPIs, escalate areas of concern and mitigate risks through development and execution of action plans
• Executing best practice standards and workflows to improve client satisfaction, engagement, and ROI to drive retention
• Collaborating with product, sales, and member services teams to ensure that client’s engagement goals are met and client is satisfied with Garner’s service, assuming full ownership of all engagement-related KPIs.
• Communicating regularly with both key decision makers as well as our key broker partners to understand the ongoing needs 
• Developing client reports, meeting materials, and workshops as needed
• Represent Garner at client open enrollment and education sessions in-person and virtually
• Ability to travel up to 25% of the time

The ideal candidate has:

• 7+ years of experience managing and growing a high-performing enterprise book of business (B2B SaaS) and delivering impactful results year over year in the healthcare and benefits industry 
• Demonstrated experience supporting clients to increase engagement and maximize the value of a medical benefit and/or healthcare SaaS solution
• Passion for delivering an excellent client experience and strives to deliver high-quality work
• A strong communicator who can clearly articulate a vision or strategy and inspire adoption and change
• Excellent presentation skills
• Has the ability to work in an ambiguous, rapidly evolving, and fast-paced startup environment with notable upside
• Expert at identifying and partnering with internal stakeholders to resolve client and member issues; experienced in working with internal executives on large client initiatives
• Possesses a proven track record of curiosity and independent problem-solving, both when navigating client challenges and collaborating cross-functionally with internal teams
• A track record of building relationships with sophisticated clients and brokers in the health and welfare space
• 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 Transparency:

The base salary range for this position is $150,000 - $165,000. This position is also commission eligible. Individual compensation for this role will depend on various factors, including qualifications, skills, and applicable laws. In addition to base compensation, this role is eligible to participate in our equity incentive and competitive benefits plans, including but not limited to: flexible PTO, Medical/Dental/Vision plan options, 401(k), Teladoc Health and more.

About the role: 

We are seeking an exceptional Senior Client Success Manager to join our Client Success team. This role will report to the Director of Client Success (mid-market). The Senior Client Success Manager plays a critical role in driving engagement, satisfaction, and retention across a high-volume mid-market book of business (100–999 lives). As the primary owner of day-to-day client and broker relationships, this role ensures clients realize ongoing value from Garner while proactively identifying risks and opportunities across the portfolio. By combining strong relationship management with disciplined execution and cross-functional partnership, this role directly impacts client success and long-term retention.

Where you will work:

Garner is headquartered in NYC, but this position is available for individuals who are comfortable with remote work and occasional travel to HQ.

What you will do:

• Own and manage mid-market client and broker relationships across a high-volume book of business (50–60 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.
• 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 20% travel). Develop and deliver high-quality client reports, presentations, and educational sessions.

The ideal candidate has:

• 4+ 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.
• 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.

This is a unique opportunity to join a fast-growing company in a transformative role, helping shape the future of healthcare.

Compensation Transparency:

The target salary range for this position (inclusive of Base + Commission) is $117,000 to $140,000. Individual compensation for this role will depend on various factors, including qualifications, skills, and applicable laws. In addition to base compensation, this role is eligible to participate in our equity incentive and competitive benefits plans, including but not limited to: flexible PTO, Medical/Dental/Vision plan options, 401(k) with company match, flexible spending accounts, Teladoc Health and more.