Client Success Manager

Sun Life Financial; Kansas City (MO); Hybrid; USD 59,000 - 88,000; Full time

Benefits offered by this job

Dental

Vision

Disability

Job summary

Sun Life U.S. is seeking a Client Success Manager to guide health navigator implementations and ongoing service. You will manage a regional portfolio, partner with sales, and coordinate across operations, service, and marketing to deliver a seamless member experience.

The role emphasizes relationship-building, data-driven insights, and proactive issue resolution while driving client satisfaction and retention.

Qualifications

• Bachelor's degree or equivalent combination of education and relevant experience.
• Three or more years of experience in client success, account management, or a related role.
• Experience with health solutions or employee benefits is preferred.
• Ability to build credibility with clients, brokers, consultants and cross-functional teams.

Responsibilities

• Own the 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 service plan.
• Lead clients through implementation, enrollment, launch and ongoing service.
• Build relationships through regular reviews focused on satisfaction, engagement and growth.
• Coordinate across teams to deliver an integrated Health Navigator experience.

Skills

Relationship management

Client success

Communication

Education

Bachelor's degree

Tools

CRM systems

Microsoft Office

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. Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.

Job Description:

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:

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.

Benefits:

• dental
• vision
• disability
• absence management
• life
• supplemental health
• medical stop-loss insurance
• healthcare navigation
• generous vacation and sick time
• market-leading paid family, parental and adoption leave
• medical coverage
• company paid life and AD&D insurance
• disability programs
• partially paid sabbatical program
• 401(k) employer match
• stock purchase options
• employer-funded retirement account

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.

We will make reasonable accommodations to the known physical or mental limitations 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] to 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