Client Success Manager

Sun Life; Baltimore (MD); Hybrid; USD 59,000 - 88,000; Full time

Benefits offered by this job

401(k) match

Stock purchase options

Sabbatical program

Generous vacation & sick time

Job summary

Sun Life U.S. is a leading provider of employee and government benefits, serving millions of Americans with a broad portfolio of health and life solutions.

The Client Success Manager will guide assigned accounts from onboarding through ongoing service, engagement, retention, and growth in a hybrid work model. You'll partner with brokers, consultants, and internal teams to translate client needs into coordinated solutions, ensuring a seamless Health Navigator experience and strong client

Qualifications

• Three+ years in client success, account management, or related roles.
• Experience with health solutions, employee benefits, or insurance preferred.
• Ability to communicate clearly with clients, brokers, and cross-functional teams.

Responsibilities

• Own day-to-day relationship for an assigned regional portfolio of Health Navigator clients.
• Partner with sales and internal teams to understand client needs and establish a coordinated service plan.
• Lead clients through implementation, enrollment, launch, training, and ongoing service.
• Build trusted relationships through regular business reviews and check-ins focusing on satisfaction and growth.
• Coordinate across sales, operations, service, marketing, and tech support to deliver an integrated experience.

Skills

Relationship management

Client success

Health benefits knowledge

Communication skills

Travel flexibility

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

CRM systems

Job description

Job Description:

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work in the contiguous states plus AK.

The opportunity:

As a Client Success Manager within our Health & Risk Solutions Stop Loss organization, you will help deliver a seamless Health Navigator experience across Sun Life products. Serving as a trusted partner to clients, brokers, consultants, sales teams, and internal stakeholders, you will guide assigned accounts from implementation through ongoing service, engagement, retention, and growth. You will translate client needs into coordinated solutions, strengthen relationships, resolve complex service issues, and use insights and reporting to improve the client and member experience. This role is ideal for a proactive relationship manager who understands health solutions, employee benefits, or insurance and can confidently navigate a cross-functional environment.

How you will contribute:

• Own the day-to-day relationship for an assigned regional portfolio of Health Navigator clients, serving as the primary contact for group benefit clients, brokers, consultants, and strategic partners.
• Partner with sales and internal teams following intake of a new sale to understand client needs, support effective product positioning, and establish a coordinated service plan.
• Lead clients through implementation, enrollment, launch, training, and ongoing service, ensuring clear expectations, timely follow-through, and a consistent experience.
• Build trusted relationships through regular business reviews and check-ins focused on satisfaction, utilization, engagement, retention, and growth opportunities.
• Coordinate across sales, operations, service, marketing, technical support, and other partners to address client needs and deliver an integrated Health Navigator experience across Sun Life products.
• Identify, own, and drive timely resolution of complex or escalated issues, including concerns raised by group administrators and executive stakeholders.
• Develop and deliver client, broker, consultant, and sales education through webinars, meetings, benefit fairs, and other engagement activities.
• Collaborate on communication campaigns and educational materials that increase awareness, support adoption, and improve member utilization.
• Monitor eligibility, implementation milestones, utilization, service performance, and satisfaction; translate findings into clear reporting and actionable recommendations.
• Bring the voice of the client to internal teams and contribute ideas that strengthen offerings, processes, and the group administrator and member experience.
• Maintain accurate, timely documentation of client interactions, commitments, risks, and opportunities in the client relationship management system.

What you will bring with you:

• Bachelor's degree or equivalent combination of education and relevant experience.
• Three or more years of experience in client success, account management, relationship management, customer support, or a comparable client-facing role.
• Experience or working knowledge in health solutions, employee benefits, group insurance, healthcare, or a related industry strongly preferred.
• Demonstrated ability to build credibility and trusted relationships with clients, brokers, consultants, sales partners, and cross‑functional teams.
• Excellent verbal, written, presentation, and interpersonal communication skills, with the ability to explain complex information clearly to varied audiences.
• Strong judgment and problem‑solving skills, including the ability to take ownership of escalated issues and coordinate a timely resolution.
• Highly organized and proactive, with strong prioritization, project management, attention to detail, and follow‑through across multiple accounts and deadlines.
• Comfort using data, client feedback, and service trends to identify risks, communicate insights, and recommend improvements.
• Proficiency with Microsoft Office and client relationship management systems; ability to learn new technology and use digital tools responsibly and effectively.
• Ability to travel up to 15% within the United States, with travel concentrated during client open enrollment periods from August through November.

Salary:

$58,800-$88,200

At our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions.

We are committed to fostering an inclusive environment where all employees feel they belong, are supported and empowered to thrive. We are dedicated to building teams with varied experiences, backgrounds, perspectives and ideas that benefit our colleagues, clients, and the communities where we operate. We encourage applications from qualified individuals from all backgrounds.

Life is brighter when you work at Sun Life

At Sun Life, we prioritize your well‑being with comprehensive benefits, including generous vacation and sick time, market‑leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program. Plan for your future with our 401(k) employer match, stock purchase options and an employer‑funded retirement account. Enjoy a flexible, inclusive and collaborative work environment that supports career growth. We're proud to be recognized in our communities as a top employer. Proudly Great Place to Work Certified in Canada and the U.S., we've also been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row. Visit our website to learn more about our benefits and recognition within our communities.

We will make reasonable accommodation to the known physical or mental limitation of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email [e-mail] request an accommodation.

For applicants residing in California, please read our employee California Privacy Policy and Notice.

We do not require or administer lie detector tests as a condition of employment or continued employment.

Sun Life will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including applicable fair chance ordinances.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Category:

Sales - Distribution Support

Posting End Date:

25/10/2026