Client Support Manager

Who we are

Founded in 1999 and headquartered in Central Ohio, we’re a privately-owned, independent healthcare navigation organization. We believe that no one should have to navigate the cost and complexity of healthcare alone, and we’re on a mission to make healthcare simpler and more effective for our millions of members. Our big-hearted, tech-savvy team fights to ensure that our members get the care they need, when they need it, at the most affordable cost – that’s why we call ourselves Healthcare Warriors®.

We’re committed to building diverse and inclusive teams – more than 2,000 of us and counting – so if you’re excited about this position, we encourage you to apply – even if your experience doesn’t match every requirement.

 

As the Client Success Manger, you will play a critical role within the Emerging Growth Business Unit, ensuring the success and satisfaction of our clients. This role extends well beyond traditional account management. You will support multi-year account strategy, help drive measurable financial performance, influence key stakeholders, and position us as a long-term, indispensable partner. Our clients expect high-touch engagement, executive-level insight, and a clear connection between health quality, cost management, and financial outcomes. You will operate at the intersection of Product, Insights & Reporting, and Sales – translating analytics into strategic business value.

Location: This position is located at our Nashville, TN office with hybrid flexibility or may work remotely anywhere in the United States of America.

What you’ll do (Essential Responsibilities)

Client Onboarding: Support the onboarding process for new clients, including setting up initial configurations, training, best practices, and ensuring a smooth transition to ongoing support for their specific needs.
Account Management: Serve as the primary point of contact for assigned clients, addressing their day-today needs, resolving issues, and acting as an advocate for their success
Industry & Market Advisory: Anticipate evolving client needs based on market dynamics and knowledge of Edge and Edge-adjacent solutions and of the health plan space, and proactively recommend high-impact initiatives
Relationship Management: Develop and maintain strong relationships with clients to ensure high satisfaction, retention, and renewals
Performance Monitoring: Monitor account health using performance, engagement, and financial indicators to proactively mitigate risk and surface opportunities for improvement
Data Analysis: Utilize analytics tools to generate insights and reports that demonstrate the value of our solutions and drive strategic discussions with clients
Feedback Loop: Serve as the voice of the client internally - collect and relay client feedback to Product, Solutioning, and Engineering teams to drive continuous improvement and innovation
Training and Education: Conduct training sessions, webinars, and workshops to ensure clients and their identified partners (health plans, benefits staff, etc.) are fully educated on the features and benefits of our solutions
Strategic Execution: Convey client strategic priorities internally and mobilize cross-functional teams to deliver against plans to achieve client goals, drive adoption, and maximize the value derived from our solutions
Problem Solving: Address and resolve any issues or challenges clients may face in a timely and effective manner
Cross Functional Collaboration: Partner closely with Sales, Product, Marketing, Client Operations, and Insights teams to ensure seamless execution, consistent messaging, and alignment with client strategy and solution value.
All other duties as assigned.
What you’ll bring (Qualifications)

Education: Minimum of a bachelor’s degree in healthcare or business administration or equivalent field
Education: 5-8+ years of experience in client/account management in the healthcare field
Proven track record of managing client relationships and delivering high levels of customer satisfaction
Deep understanding of the healthcare industry and its challenges, with an emphasis on health plans
Excellent communication, presentation, project management, and interpersonal skills to drive value for our clients and foster long-term relationships
Comfort with generating and explaining financial analyses and savings
Analytical mindset with the ability to interpret data and generate actionable insights
Ability to work independently and collaboratively in a fast-paced environment
Proficiency in CRM software and client success tools
Travel required as needed, based on client demands and business cycles