Client Success Manager

Transcarent; United States; Remote; USD 120,000 - 190,000; Full time

Benefits offered by this job

Competitive benefits

401(k) Plan with match

Generous paid time off

Stock options

Job summary

Transcarent is seeking a Manager, Client Success to own long-term client health, drive measurable outcomes, and expand solutions across a large market portfolio. You will act as a trusted advisor to executives, leveraging data-driven insights to influence decisions and ensure strong client value and ROI.

You will lead retention, adoption, and expansions while partnering with cross-functional teams to govern accounts, manage risks, and deliver multi-year strategic roadmaps in a fast-paced

Qualifications

• 10+ years in Account Executive, Client Success, or Strategic Account roles.
• 8-12 years in Health Plans, PBMs, benefits, or employer healthcare.

Responsibilities

• Own long-term client success and drive retention, satisfaction, and revenue growth.
• Develop and execute client value plans aligned to KPIs and ROI commitments.
• Lead renewal and expansion strategies across multi-solution platforms.
• Provide strategic advisory, forecast risks, and identify opportunities using data fluency.
• Coordinate cross-functional governance and executive-level communications.

Skills

Client success

Strategic accounts

Relationship building

Data-driven insights

Education

Bachelor’s degree in Business or related field

Job description

Job Description

We’re seeking an entrepreneurial, strategic mindset, and highly consultative Manager, Client Success to join our rapidly growing team. In this role, you will serve as the primary owner of long-term client success, responsible for driving measurable impact and outcomes, expanding solutions, increasing product adoption, and ensuring strong client health across your portfolio. You will act as a trusted advisor who deeply understands your clients’ business goals, proactively identifies risks and opportunities, and leverages data-driven insights to influence decisions. This is an ideal opportunity for a high-performing professional with exceptional relationship-building capabilities, a passion for client advocacy, and a proven track record of delivering retention, satisfaction, and revenue growth in complex, large-market organizations. Core competencies for this role include: creating measurable client value and ROI; driving deep product adoption and renewals/expansion; data fluency and strategic insight generation; proactive, consultative advisory; multi-threaded executive relationship building and advocacy; cross-functional leadership and operational governance; and a strong ownership, accountability, and high-velocity execution mindset in a fast-paced environment.

What you’ll do:

Drive Client Outcomes & Value

• Deliver measurable client value by aligning solutions to client goals, KPIs, and performance expectations.
• Develop and execute a client value plan aligned to business goals, KPIs, and ROI commitments.
• Establish ongoing value storytelling that communicates measurable outcomes to executives and stakeholders.
• Build a deep, strategic understanding of each client’s business, objectives, competitive environment, and stakeholder landscape.
• Ensure clients adopt, engage with, and love the full product suite—driving utilization, satisfaction, and impact.
• Lead retention and expansion initiatives, driving revenue through long-term partnership growth.
• Proactively prevent and detect issues before they escape, safeguarding client health and product engagement.
• Own adoption strategies across the full Transcarent | Accolade product suite, driving predictable utilization and impact, not just reporting on usage.
• Build and maintain client-specific value plans that tie solutions directly to client KPIs, performance guarantees, and ROI commitments, and proactively course-correct when off-track.

Leverage Strong Expertise in Client Data and Strategy

• Analyze and communicate insights related to KPIs, engagement patterns, claims trends, and ROI to drive data-backed decisions.
• Synthesize client KPIs, engagement trends, claims insights, and business performance into a cohesive narrative that drives strategic decisions.
• Continuously monitor leading indicators to forecast risks and identify emerging opportunities.
• Stay informed on each client’s business performance, leadership changes, and industry news to anticipate shifts and opportunities.
• Create clear data narratives that connect engagement, claims, and clinical outcomes to business impact for executive and operational audiences.
• Translate complex data into clear actionable insights for client stakeholders at all levels.
• Use leading indicators and forecasting to anticipate risks and opportunities, not just explain past performance.

Be Consultative & Proactive

• Develop a consultative POV grounded in industry trends, benchmarking, and best practices to guide client strategy – coming to meetings with recommendations, not just updates.
• Serve as a strategic advisor who anticipates needs, shapes client roadmaps, and influences executive-level decisions.
• Anticipate client needs and questions before they arise, bringing thoughtful recommendations, not just updates.
• Detect early warning signs (e.g., declining usage, low engagement) and take swift, strategic action.
• Lead structured root-cause analyses for client issues; define and drive long-term, systemic fixes that prevent recurrence rather than one-off patches.
• Share best practices, industry learnings, and expertise to enhance client strategy and outcomes.
• Create Strong, Multi-Threaded Relationships
• Build strong, multi-level relationships that unlock strategic access, enable influence, and foster deep advocacy across client organizations, including:
  • Executive Leadership
  • Day-to-Day Partners
  • Influencers & Champions
  • External Consultants
• Foster advocacy by ensuring clients see and feel consistent value, ultimately turning them into brand champions.
• Intentionally convert satisfied stakeholders into visible advocates, references, and executive sponsors.
• Secure client references, testimonials, and participation in market-facing opportunities.

Execute Operational Excellence with Precision

• Maintain rigorous operational governance, including CRM accuracy, risk registers, playbooks, and structured preparation for all client interactions.
• Drive internal alignment by delivering clear, data-backed insights to influence product, marketing, clinical, and operational roadmaps.
• Establish clear communication channels and ensure timely, reliable follow-through on all commitments.
• Maintain disciplined issue tracking, risk management, and escalation processes.
• Provide strategic feedback to cross-functional partners (Product, Marketing, Operations,
• Clinical) to influence roadmap and service improvements.
• Own cross-functional coordination across Implementation, Solutions, Product, Clinical, and Marketing to deliver a unified client strategy and roadmap.
• Establish and maintain disciplined governance: structured QBR/SBR cadences, CRM hygiene, risk and issue logs, and clear decision/owner tracking that can be replicated across accounts.
• Lead renewal and expansion strategies end-to-end, including identifying whitespace, shaping solution design, and partnering with Sales to close multi-year, multi-solution deals.
• Co-create multi-year roadmaps with clients that tie Transcarent platform expansion to their long-term cost, quality, and experience strategy.
• Identify strategic whitespace opportunities and execute consultative expansion plans that deepen partnership value. Identify and execute on expansion opportunities through consultative, client-centric sales motions.
• Deliver compelling presentations and facilitate executive-level engagements to communicate value and strategy.
• Support marketing and engagement strategies to drive member participation and utilization.

What we’re looking for:

Experience & Expertise

• 10+ years in Account Executive, Client Success, or Strategic Account roles; 8-12 years in Health Plans, PBMs, benefits, or employer healthcare required.
• Deep understanding of employer healthcare, PBMs, health plans, and digital health / navigation solutions, and how they fit together into a cohesive benefits strategy.
• Demonstrated record of measurable client value creation, retention, and revenue growth (renewals, upsell, cross-sell) in complex, large-market environments.
• Proven track record leading renewals and expansions for large, complex employer or health plan clients, including multi-year, multi-solution deals.
• Experience serving as a trusted advisor to senior and C-suite stakeholders
• Demonstrated ability to build and execute client-specific value plans tied to KPIs, PGs, and ROI, and to adjust strategy based on results.
• Proven success driving adoption and impact across a multi-solution platform (e.g., navigation, care experiences, EMO, pharmacy) – not just managing to utilization targets.
• Strong commercial acumen and comfort leading renewal, upsell, and expansion discussions in partnership with Sales.
• Advanced data fluency: can interpret financial, clinical, and engagement data, forecast risks, and tell a compelling story to executives using KPIs and leading indicators.
• Ability to synthesize data, trends, and client context into clear strategic recommendations and POVs tailored to each audience.
• Highly consultative and proactive, bringing forward recommendations, scenarios, and options- not just reporting status.
• Structured root-cause problem solver who documents issues, leads cross-functional remediation, and implements durable fixes while actively managing risk.
• Deep and current industry knowledge across employer benefits, PBMs, health plans, and digital health; leverages best practices to elevate client strategy.
• Expert at multi-threaded relationship building across day-to-day partners, executives, and consultants; comfortable facilitating high-stakes executive meetings.
• Strong influence and advocacy-building skills; able to turn skeptical stakeholders into champions and secure references and testimonials.
• Demonstrated cross-functional leadership, aligning Implementation, Solutions, Product, Clinical, and Marketing around clear client objectives. High operational discipline with regard to governance, documentation, CRM hygiene, and meeting rigor.
• Outstanding written and verbal communication with strong executive presence; able to simplify complexity and drive decisions in high-stakes settings.
• Strong sense of ownership and accountability for client outcomes; takes responsibility for commitments and drives issues to resolution.
• High agility and adaptability; thrives in a dynamic, high-growth environment and can reprioritize quickly while maintaining quality.
• Disciplinary excellence in prioritization, issue management, and cross-functional execution.
• Proficiency with CRM platforms (Salesforce strongly preferred).

Additional Requirements

• Ability to manage multiple priorities and deadlines in a dynamic, high-growth setting.
• Willingness to travel at least 30%, including overnight travel.
• Bachelor’s degree in Business or related field required.

Who we are

Transcarent is the One Place for Health and Care, bringing medical, pharmacy, and point solutions together with the WayFinding experience, the WayFinding experience, to support people with all of their health needs, simple or serious. More than 1,700 employers and health plans rely on us to provide information, guidance, and care, empowering health consumers with more choice, an experience they love, access to higher-quality care, and lower costs for 21 million Members. For more information, visit transcarent.com , and follow us on LinkedIn .

At Transcarent, our values guide everything we do:

• People First: We prioritize our Members, clients, and each other in every decision
• Care: Every decision starts with improving health and care for our Members
• Resilience: We push boundaries and take the uncharted path to change an industry
• Results: We take ownership, solve with speed, and deliver for our people and each other
• Humble and Human: We lead with humility, bring fun to tough moments, and go further together

Total Rewards

Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal equity.

Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options.

Our benefits and perks programs include, but are not limited to:

• Competitive medical, dental, and vision coverage
• Competitive 401(k) Plan with a generous company match
• Flexible Time Off/Paid Time Off, 13 paid holidays
• Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance
• Mental Health and Wellness benefits

Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out!

Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current health and care with their unique experiences.

Job Snapshot

Department

Solutions Management

Location