We’re seeking an entrepreneurial, strategic mindset, and highly consultative Manager, Client Success to join our rapidly growing team. In this role, you will serve as the primary owner of long-term client success, responsible for driving measurable impact and outcomes, expanding solutions, increasing product adoption, and ensuring strong client health across your portfolio. You will act as a trusted advisor who deeply understands your clients’ business goals, proactively identifies risks and opportunities, and leverages data-driven insights to influence decisions. This is an ideal opportunity for a high-performing professional with exceptional relationship-building capabilities, a passion for client advocacy, and a proven track record of delivering retention, satisfaction, and revenue growth in complex, large-market organizations. Core competencies for this role include: creating measurable client value and ROI; driving deep product adoption and renewals/expansion; data fluency and strategic insight generation; proactive, consultative advisory; multi-threaded executive relationship building and advocacy; cross-functional leadership and operational governance; and a strong ownership, accountability, and high-velocity execution mindset in a fast-paced environment.

 

What you’ll do:

Drive Client Outcomes & Value

• Deliver measurable client value by aligning solutions to client goals, KPIs, and performance expectations.
• Develop and execute a client value plan aligned to business goals, KPIs, and ROI commitments.
• Establish ongoing value storytelling that communicates measurable outcomes to executives and stakeholders.
• Build a deep, strategic understanding of each client’s business, objectives, competitive environment, and stakeholder landscape.
• Ensure clients adopt, engage with, and love the full product suite—driving utilization, satisfaction, and impact.
• Lead retention and expansion initiatives, driving revenue through long-term partnership growth.
• Proactively prevent and detect issues before they escalate, safeguarding client health and product engagement.
• Own adoption strategies across the full Transcarent | Accolade product suite, driving predictable utilization and impact, not just reporting on usage.
• Build and maintain client-specific value plans that tie solutions directly to client KPIs, performance guarantees, and ROI commitments, and proactively course-correct when off-track.

Leverage Strong Expertise in Client Data and Strategy

• Analyze and communicate insights related to KPIs, engagement patterns, claims trends, and ROI to drive data-backed decisions.
• Synthesize client KPIs, engagement trends, claims insights, and business performance into a cohesive narrative that drives strategic decisions.
• Continuously monitor leading indicators to forecast risks and identify emerging opportunities.
• Stay informed on each client’s business performance, leadership changes, and industry news to anticipate shifts and opportunities.
• Create clear data narratives that connect engagement, claims, and clinical outcomes to business impact for executive and operational audiences.
• Translate complex data into clear, actionable insights for client stakeholders at all levels.
• Use leading indicators and forecasting to anticipate risks and opportunities, not just explain past performance.

Be Consultative & Proactive

• Develop a consultative POV grounded in industry trends, benchmarking, and best practices to guide client strategy – coming to meetings with recommendations, not just updates.
• Serve as a strategic advisor who anticipates needs, shapes client roadmaps, and influences executive-level decisions.
• Anticipate client needs and questions before they arise, bringing thoughtful recommendations, not just updates.
• Detect early warning signs (e.g., declining usage, low engagement) and take swift, strategic action.
• Lead structured root-cause analyses for client issues; define and drive long-term, systemic fixes that prevent recurrence rather than one-off patches.
• Share best practices, industry learnings, and expertise to enhance client strategy and outcomes.
• Create Strong, Multi-Threaded Relationships
• Build strong, multi-level relationships that unlock strategic access, enable influence, and foster deep advocacy across client organizations, including:
  • Executive Leadership
  • Day-to-Day Partners
  • Influencers & Champions
  • External Consultants
• Foster advocacy by ensuring clients see and feel consistent value, ultimately turning them into brand champions.
• Intentionally convert satisfied stakeholders into visible advocates, references, and executive sponsors.
• Secure client references, testimonials, and participation in market-facing opportunities.

Execute Operational Excellence with Precision

• Maintain rigorous operational governance, including CRM accuracy, risk registers, playbooks, and structured preparation for all client interactions.
• Drive internal alignment by delivering clear, data-backed insights to influence product, marketing, clinical, and operational roadmaps.
• Establish clear communication channels and ensure timely, reliable follow-through on all commitments.
• Maintain disciplined issue tracking, risk management, and escalation processes.
• Provide strategic feedback to cross-functional partners (Product, Marketing, Operations,
• Clinical) to influence roadmap and service improvements.
• Own cross-functional coordination across Implementation, Solutions, Product, Clinical, and Marketing to deliver a unified client strategy and roadmap.
• Establish and maintain disciplined governance: structured QBR/SBR cadences, CRM hygiene, risk and issue logs, and clear decision/owner tracking that can be replicated across accounts.

Drive Growth, Renewals & Client Expansion

• Lead renewal and expansion strategies end-to-end, including identifying whitespace, shaping solution design, and partnering with Sales to close multi-year, multi-solution deals.
• Co-create multi-year roadmaps with clients that tie Transcarent platform expansion to their long-term cost, quality, and experience strategy.
• Identify strategic whitespace opportunities and execute consultative expansion plans that deepen partnership value. Identify and execute on expansion opportunities through consultative, client-centric sales motions.
• Deliver compelling presentations and facilitate executive-level engagements to communicate value and strategy.
• Support marketing and engagement strategies to drive member participation and utilization.

What we’re looking for:

Experience & Expertise

• 10+ years in Account Executive, Client Success, or Strategic Account roles; 8-12 years in Health Plans, PBMs, benefits, or employer healthcare required.
• Deep understanding of employer healthcare, PBMs, health plans, and digital health / navigation solutions, and how they fit together into a cohesive benefits strategy.
• Demonstrated record of measurable client value creation, retention, and revenue growth (renewals, upsell, cross-sell) in complex, large-market environments.
• Proven track record leading renewals and expansions for large, complex employer or health plan clients, including multi-year, multi-solution deals.
• Experience serving as a trusted advisor to senior and C-suite stakeholders

Skills & Competencies

• Demonstrated ability to build and execute client-specific value plans tied to KPIs, PGs, and ROI, and to adjust strategy based on results.
• Proven success driving adoption and impact across a multi-solution platform (e.g., navigation, care experiences, EMO, pharmacy) – not just managing to utilization targets.
• Strong commercial acumen and comfort leading renewal, upsell, and expansion discussions in partnership with Sales.
• Advanced data fluency: can interpret financial, clinical, and engagement data, forecast risks, and tell a compelling story to executives using KPIs and leading indicators.
• Ability to synthesize data, trends, and client context into clear strategic recommendations and POVs tailored to each audience.
• Highly consultative and proactive, bringing forward recommendations, scenarios, and options- not just reporting status.
• Structured root-cause problem solver who documents issues, leads cross-functional remediation, and implements durable fixes while actively managing risk.
• Deep and current industry knowledge across employer benefits, PBMs, health plans, and digital health; leverages best practices to elevate client strategy.
• Expert at multi-threaded relationship building across day-to-day partners, executives, and consultants; comfortable facilitating high-stakes executive meetings.
• Strong influence and advocacy-building skills; able to turn skeptical stakeholders into champions and secure references and testimonials.
• Demonstrated cross-functional leadership, aligning Implementation, Solutions, Product, Clinical, and Marketing around clear client objectives. High operational discipline with regard to governance, documentation, CRM hygiene, and meeting rigor.
• Outstanding written and verbal communication with strong executive presence; able to simplify complexity and drive decisions in high-stakes settings.
• Strong sense of ownership and accountability for client outcomes; takes responsibility for commitments and drives issues to resolution.
• High agility and adaptability; thrives in a dynamic, high-growth environment and can reprioritize quickly while maintaining quality.
• Disciplinary excellence in prioritization, issue management, and cross-functional execution.
• Proficiency with CRM platforms (Salesforce strongly preferred).

Additional Requirements

• Ability to manage multiple priorities and deadlines in a dynamic, high-growth setting.
• Willingness to travel at least 30%, including overnight travel.
• Bachelor’s degree in Business or related field required.