Description:
The Client Success Manager (Enterprise Markets) owns a high-volume portfolio of client groups and is accountable for retention performance, renewal readiness, and proactive risk management. This role operates in a structured, playbook-driven environment, balancing consultative client engagement with disciplined execution to protect revenue and drive scalable growth.
1) Portfolio Ownership & Retention Management
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Manage assigned book of business with clear renewal forecasting and risk visibility.
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Execute documented save strategies for at-risk accounts.
2) Lifecycle & Engagement Execution
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Deliver structured onboarding-to-success transitions.
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Maintain proactive outreach cadence aligned to lifecycle stage.
3) Renewal & Revenue Discipline
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Lead renewal readiness conversations and timeline adherence.
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Identify expansion signals and coordinate with Sales.
4) Operational & CRM Rigor
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Maintain accurate health scores, renewal dates, and client documentation.
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Partner with Client Success Specialists to ensure SLA adherence and execution consistency.
Core Competencies:
Portfolio Prioritization & Time Management
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Effectively manages high-volume workload using risk and revenue tiering.
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Maintains renewal and engagement discipline across portfolio.
Drives: GRR, churn reduction, renewal on-time %
Playbook Execution & Process Discipline
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Executes structured lifecycle motions consistently.
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Follows standardized engagement and documentation practices.
Drives: SLA adherence, adoption metrics, CRM hygiene =95%
Risk Detection & Intervention
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Identifies early churn indicators using health data.
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Escalates with context and documented mitigation plans.
Drives: health score accuracy =80%, documented risk coverage
Commercial Awareness
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Recognizes expansion opportunities within portfolio.
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Aligns client outcomes with revenue protection strategy.
Drives: NRR influence, renewal rate =95%
Forecasting & Data Integrity
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Maintains reliable renewal forecasts within defined variance.
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Ensures CRM documentation is accurate and current.
Drives: forecast accuracy ±5–10%, CRM hygiene =95%
Requirements:
Required Qualifications/Education, Skills and/or Experience:
Experience
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3–7 years in Client Success, Account Management, Customer Operations, and/or strategic client management (employee benefits preferred).
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Proven experience managing renewal cycles and retaining/growing client relationships, including high-volume portfolios where applicable.
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3+ years in sales and/or strategic account management preferred.
Licensing & Education
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Bachelor’s degree in business administration, Operations, or a related field (preferred).
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State Life & Health Insurance License (required).
Industry / Technical Expertise
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Strong employee benefits knowledge; experience with level-funded and self-funded plans, health plan captives, and PBM solutions strongly preferred.
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Comfortable operating in regulated environments (benefits/insurtech/SaaS).
Skills
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Strong consulting, negotiation, and structured communication skills.
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Excellent prioritization and execution discipline.
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CRM proficiency (Salesforce or equivalent).
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Advanced proficiency with Microsoft Office (Excel, PowerPoint, Outlook) and strong web research/navigation skills.
Nice to Have
