Manager, Client Success (Emerging Market)

Lantern is on an exciting trajectory of rapid growth! The Client Success Team is looking for a Manager, Client Success to own the health and growth of our Emerging Market segment (employers with 1,000–5,000 EEs) in close partnership with the VP of Client Success, Emerging Market. This is a player-coach role: the Manager will personally own a book of roughly 10 client accounts while directly managing and coaching a team of 3–4 Client Success Managers. The Manager is the first point of escalation for their direct reports, driving issues to resolution and looping in the VP of Client Success for situations that require VP-level involvement. The Manager also acts as a thought partner to the VP — providing visibility into the health of the full segment book (their own accounts plus their team’s) and helping drive department-wide process and operational improvements. The ideal candidate combines hands-on client relationship skills with strong coaching instincts, a data-driven mindset, and comfort operating as a close partner to segment leadership rather than an independent decision-maker.

Location: US, Remote

Responsibilities:

Own Book of Business (~10 accounts) 

• Personally own the end-to-end relationship for an assigned book of approximately 10 Emerging Market client accounts
• Develop and execute service strategy to drive renewal, growth, and member retention across owned accounts
• Identify opportunities to grow account revenue through better utilization, pricing strategy, and communication of new or enhanced offerings
• Exercise judgment in handling client discussions, escalations, and issue resolution for owned accounts
• Proactively diagnose and resolve root-cause drivers of service or delivery issues
• Conduct professional, productive in-person and virtual meetings with clients
• Willingness to travel as needed to clients, Lantern headquarters (Dallas), and relevant industry events 

Team Leadership, Coaching, Escalation Management, and Day-to-Day Triage 

• Directly manage, mentor, and coach 3–4 Client Success Managers, with potential for the team to grow over time
• Coach, mentor, and hold direct reports accountable for identifying revenue-growth opportunities within their book of business — utilization, pricing strategy, and communication of new or enhanced offerings
• Serve as the first point of escalation for direct reports, driving issues to resolution and looping in the VP of Client Success for situations that require VP-level involvement
• Coach direct reports on the full spectrum of client success skills: relationship management, upsell and cross-sell strategy, renewal strategy, and how to identify both risk flags and growth opportunities
• Conduct regular 1:1s and co-own Emerging Market team meetings alongside the VP; provide ongoing feedback and support career development and progression
• Support hiring and onboarding of new Client Success Managers as the team scales
• Foster a collaborative, high-performance team environment focused on shared client success goals 

Book of Business Analysis & Reporting 

• Analyze the health of the full book of business rolling up to the role — owned accounts plus all direct reports’ accounts — including renewal risk, growth pipeline, and client satisfaction
• Prepare and deliver regular readouts to the VP of Client Success summarizing segment health, key risks, wins, and emerging trends
• Proactively flag at-risk accounts or systemic issues before they escalate, keeping the VP consistently informed (“managing up”)
• Own data hygiene and accuracy across reporting tools, dashboards, and CRM records to ensure real-time visibility into segment performance 

Partnership with VP / Segment Co-Leadership 

• Act as a close thought partner and co-leader with the VP of Client Success on strategy for the Emerging Market segment
• Partner with the VP on goal-setting, resourcing, and team structure decisions as the segment grows
• Partner with key stakeholders to develop and standardize Client Success processes and playbooks (relationship management, upsell, renewal, risk escalation, reporting, etc.)
• Champion adoption of standardized processes and best practices across the team
• Proactively identify opportunities for improvement and automation, and propose solutions
• Actively participate in and own segment initiatives and special projects as needed 

Cross-Functional Collaboration 

• Establish strong working relationships with internal stakeholders in sales, marketing, network, member services, and other related functions
• Foster a “one team” approach, advocating on behalf of clients and the Client Success team for improved processes and automation 

Requirements:

• Bachelor’s degree required
• Experience in the healthcare industry, with a focus on the self-funded benefits industry, required
• 7+ years of job-related experience in a strategic account or client management role within human capital, healthcare, or benefits preferred
• 2–3 years of people management experience preferred; candidates with strong mentorship experience and demonstrated leadership readiness will also be considered given this is a first-line management role
• Healthcare start-up experience strongly preferred
• Ability to engage interpersonally with all levels within an organization, including C-suite
• Process-driven with strong analytical skills and the ability to turn data into actionable insight
• Proficient in Salesforce (SFDC) and the Microsoft 365 suite; familiar with Monday.com and BI/reporting platforms; comfortable using AI tools in day-to-day work
• Strong coaching and influence-management skills, with the ability to motivate a team supporting a shared book of business
• Ability to thrive in a matrixed organizational structure and operate as a close partner to segment leadership
• Motivated team player with a positive, collaborative attitude
• Ability to work in a fast-paced, start-up-like environment
• Excellent verbal and written communication skills
• High energy level, willing to contribute to establishing a world-class corporate culture 

Strong Candidates will:

• Move Fast: Acting with urgency to respond to client and business needs
• Be Comfortable in a Fast-Paced Environment: that can be challenging but highly rewarding
• Be Good with Numbers: both in how they articulate value propositions but also in how they measure and report success
• Be Strategic Thinkers/Problem Solvers: both in how they work cross functionally, and also in how they build their function and supporting systems/processes
• Be Customer Focused: always looking to understand, advocate for and improve how we engage with our prospects
• Have High Energy and a Positive Outlook: infusing their engagement with prospects and internal teams with positive energy to help achieve our joint goals

Benefits

Compensation: Base salary range: $100k–$120k plus variable compensation, depending on relevant experience, location, and qualifications.