Client Success Manager

Employer Direct Healthcare; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A leading healthcare company is seeking a Client Success Manager to cultivate client relationships, ensuring satisfaction and success with their services. The role involves managing client communications, collaborating with teams, and driving client retention. Ideal candidates will have strong communication and project management skills, with a background in healthcare or consulting. This remote position requires a Bachelor's degree and 5+ years of relevant experience.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Short & Long Term Disability

Life Insurance

401k with company match

Paid Time Off

Paid Parental Leave

Qualifications

• 5+ years of experience in client relationship management.
• Experience in the employee benefits, healthcare, or consulting industry.

Responsibilities

• Manage client and broker/consultant relationships throughout the client lifecycle.
• Collaborate cross-functionally to ensure alignment across departments.
• Support Client Executives to maximize retention and identify churn risks.

Skills

Communication

Project Management

Problem Solving

Adaptability

Education

Bachelor's degree

Tools

Microsoft Office

Salesforce

SharePoint

Job description

About Lantern

Lantern is the specialty care platform connecting people with the best care when they need it most. By curating a Network of Excellence comprised of the nation's top specialists for surgery, cancer care, infusions, and more, Lantern delivers excellent care with significant cost savings to employers and their workforces. Lantern also pairs members with a dedicated care team, including Care Advocates and nurses, for the entirety of their care journey, helping them get back to good health, back to their families, and back to work. With convenient access to specialists nationwide, Lantern means quality care is within driving distance for most. Lantern is trusted by the nation's largest employers to deliver care to more than 6 million members across the country. Learn more about us at lanterncare.com.

About You:

• You use LOGIC in your decision making and understand that progress is critical to making change. You focus on the execution of your content while balancing a fast-paced environment, and you take the time to celebrate both small and big wins.
• INCLUSION is a core tenet of your personal beliefs. A diverse and inclusive environment is incredibly important to you. You understand and desire to be part of a diverse team with different experiences and perspectives, and you cherish the differences in each individual you interact with.
• You have the GRIT, drive, and ambition to tackle big problems. Big problems require big ideas and a team that supports new ideas.
• You care deeply for your customers and are driven to keep HUMANITY in all decisions. Your customers aren’t just the individuals using your product; they are the driving factor in your motivation to make a change.
• Integrity guides you in life. Focusing on the TRUTH versus giving people the answers they want to hear.
• You thrive in a team environment. Collaboration is key in innovation and creating change.

These pillars of LIGHT are a reminder to our team that we are making a difference by providing guidance and support in navigating the often complex and confusing landscape of healthcare. We hope that through this LIGHT, individuals can find their way to the best care, resources, and support they need to get back to life.

If this sounds like you, we would love to connect to speak further about career opportunities at Lantern.

Please apply to our role, and someone from our Talent Acquisition Team will reach out to help you navigate our interview process.

Client Success Manager (CSM)

We are hiring across several of our employer segments for Client Success: Enterprise & Strategic (10k+ employees) and Emerging (-5k employees).

The CSM will be responsible for cultivating and maintaining strong relationships with a portfolio of clients, both existing and new, ensuring their success and satisfaction with our products and services. As a trusted advisor, you will work closely with your clients and their brokers/consultants to understand their needs, optimize engagement, and maximize the value they receive from our solutions. You will develop and execute account plans, deliver business reviews, and drive overall client satisfaction, resulting in client retention, growth, and advocacy.

The ideal candidate will possess excellent client management and relationship-building skills. They will be adept at managing multiple workflows in a fast-paced environment, taking initiative, demonstrating ownership, thriving in a collaborative culture, and navigating ambiguity. A successful CSM will be able to work independently, communicate effectively, and function as a productive member of the Client Success Team.

Location: Remote | USA | Travel Required

Responsibilities:

• Manage client and broker/consultant relationships throughout the client lifecycle, ensuring regular touchpoints and proactive feedback solicitation.
• Communicate clearly and concisely in both verbal and written formats, demonstrating strong time management and prioritization skills.
• Manage client communication for engagement marketing initiatives, including open enrollment events, webinars, mailers, and case studies.
• Collaborate cross-functionally within a team environment, ensuring seamless coordination and alignment across departments.
• Ensure company and client objectives, expectations, and goals are met.
• Support Client Executives to maximize retention and identify churn risks, as well as upsell and expansion opportunities.
• Maintain accurate data input and hygiene in the client relationship management system for all assigned clients.
• Take appropriate and timely steps to resolve service issues.

Requirements:

• Bachelor's degree or equivalent
• 5+ years of experience in client relationship and/or account management within the employee benefits, healthcare, or consulting industry, including at least one startup.
• Willingness to travel up to 20%.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint); Working knowledge of Salesforce; SharePoint experience a plus.

Strong Candidates will:

• Have excellent communication and presentation skills, with the ability to quickly establish rapport and build sustainable relationships.
• Possess exceptional project management skills, including goal identification, action step management, and accomplishment tracking.
• Be independent and adaptable, thriving in a fast-paced environment.
• Have strong problem-solving, judgment, and analytical skills.
• Be able to work under pressure and prioritize competing tasks and responsibilities.
• Thrive in a matrixed organizational structure.
• Be motivated team players with a positive, collaborative attitude.

Benefits:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Short & Long Term Disability
• Life Insurance
• 401k with company match
• Paid Time Off
• Paid Parental Leave

Lantern does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in the provision of employment opportunities and benefits.