Client Success Manager I

Marathon Health; Illinois; Hybrid; USD 80,000 - 110,000; Full time

Job summary

Marathon Health is seeking a Client Success Manager I to build lasting client and broker partnerships across a portfolio of small to mid-size accounts. You will engage with union-related insights when relevant and drive clinical and savings outcomes through proactive planning and issue resolution.

You will leverage population health data, support new center implementations, lead renewals, and pursue revenue growth with existing clients.

Qualifications

• Bachelor’s degree in Business or Healthcare Administration and 2–5 years in healthcare, health insurance, brokerage/consulting, or HR/benefits.
• Ability to develop and deliver presentations and communicate effectively with clients and brokers.
• Proven ability to influence others, work cross-functionally, and manage ambiguity.

Responsibilities

• Develop and maintain strong client and broker relationships for 20–30 small to mid-size accounts.
• Plan with Sales, Operations, and Implementation teams for new center launches and renewals.
• Identify revenue growth opportunities and monitor performance metrics.
• Provide market insights and guidance on best practices to improve utilization and outcomes.

Skills

Presentations

Communication

Relationship building

Cross-functional collaboration

Travel readiness

Education

Bachelor’s degree in Business or Healthcare Administration

Tools

Salesforce

Microsoft Office

Tableau

Job description

Marathon Health is a leading advanced primary care provider, partnering with employer and union plan sponsors to improve health for millions of Americans. With nationwide onsite, nearsite, and network health centers, and virtual primary care, Marathon delivers a value-based model that enhances the healthcare experience for members and providers, while driving meaningful cost savings for plan sponsors. Marathon is proud to be certified as a Great Place to Work®, reflecting the company's commitment to building an inclusive, high-trust culture where all employees can thrive. Learn more at marathon.health

ABOUT THE JOB

The Client Success Manager I is responsible for developing and maintaining a strong and lasting client and broker/consultant partnership with assigned small to medium size clients. Preferred but not necessary: If you have strong union-facing experience and a deep understanding of labor organization dynamics. If you have worked closely with labor unions, served on a union board, or partnered extensively with union leadership, and understands how to successfully navigate the relationships, politics, and operational nuances within union environments, this is a plus. However; you will be engaged in the strategic and proactive planning within the client’s overall line of business and is responsible for identifying and executing opportunities to engage the employee and member population to ultimately drive clinical and savings outcomes. This is accomplished via proactive and timely issue resolution, consulting customers on best practices, reviewing service/product offerings, recommending new solutions and providing market insights.

Details about the CSM I client portfolio are outlined below:

• Portfolio Size: 20 – 30 small to medium sized accounts averaging $2M - $3M
• Contract Type: Standardized service package with low-touch, process-driven engagement

ESSENTIAL DUTIES & RESPONSIBILITIES

• Manages clients aligned to small group service package standards which may demand lower touch and have standardized processes.
• Develop a deep understanding and interest of population health and health care utilization data with the ability to articulate results - leveraging data to tell a story (relate and interpret data).
• Participates in new health center implementations planning and launch alongside the Sales team, local operations leadership and Implementation Team.
• Leads competitive renewal re-bids for assigned clients.
• Manage contractual requirements including renewal terms and successfully renew clients at targeted escalation.
• Prioritize low margin clients for improvements in revenue and expense management.
• Identify and target revenue growth opportunities with existing clients including new member populations, health centers, products, and services.
• Supports clients with tiered engagement models or aggregator relationships.
• Help define and leverage the “coverage model” for assigned clients.
• Use creative feedback tools to develop an understanding of customer’s needs, work with internal partners to improve products and services.
• Operates within a team-based approach, collaborating closely with Client Success Directors (CSDs) for day-to-day leadership, mentorship, and escalation support.
• Coordinate with the marketing team to develop and implement client specific engagement plan including communication and incentive plans to improve utilization and patient experience.
• Responsible for partnering with Directors of Operations and local health center leadership on ways to drive -employee and member engagement, achieve clinical and savings metrics as well as performance guarantees and maintain open communications with clinical staff.
• In collaboration with Operational & Clinical leadership, analyze, summarize, report and manage performance data related to clinic operations.
• Understand and track risk metrics related to the success of the partnership.
• Proactively monitor and manage Performance Guarantees to manage payout.
• Salesforce documentation and reporting.
• Execute all necessary contractual requirements in a timely manner; may assist in Requests for Proposals (RFPs) as requested.
• Support the coordination of client eligibility file processing, invoicing, incentive documentation and reporting.
• May serve as the lead point of contact for all customer needs/request.
• Maintain broker relationship and engage in positive relationship to advocate on behalf of mutual client.
• Run, interpret and deliver client reporting on the appropriate frequency.

QUALIFICATIONS

Bachelor’s degree in Business or Healthcare Administration and 2–5 years in healthcare, health insurance, brokerage/consulting, or direct HR/benefits.

DESIRED ATTRIBUTES

• Experienced in developing and delivering presentations
• Possesses a high energy personal style and aptitude for process-oriented thinking
• Possesses strong oral and written communication skills
• Ability to build, foster, and maintain positive professional relationships
• Ability to influence others and work cross-functionally; possess ability to manage ambiguity and the organizational acumen to establish effective internal networks
• Willingness to develop an in-depth understanding of the market, business sector and related services and think creatively to find solutions that are efficient and sustainable
• Understands and advocates for process improvement and adherence
• Ability to perform services for the client with tenacious follow-up
• Strong project management, account portfolio planning and prioritization
• Proficiency in use of Microsoft Office, Tableau and CRM products (Salesforce experience preferred)
• Willingness to travel up to 50%

Pay Range: $80,000 - $110,000/yr The actual offer may vary dependent upon geographic location and the candidate’s years of experience and/or skill level. This position is also eligible for an annual incentive.

Marathon Health is a leading advanced primary care provider, partnering with employer and union plan sponsors to improve health for millions of Americans. With nationwide onsite, nearsite, and network health centers, and virtual primary care, Marathon delivers a value-based model that enhances the healthcare experience for members and providers, while driving meaningful cost savings for plan sponsors. Marathon is proud to be certified as a Great Place to Work®, reflecting the company's commitment to building an inclusive, high-trust culture where all employees can thrive. Learn more at marathon.health

Marathon Health exists to enable millions of people to live their healthiest lives, one patient at a time. If you have a passion for improving patient lives while transforming a broken U.S. healthcare, Marathon is the place for you.

Marathon Health provides equal employment opportunities to all teammates and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Marathon Health is committed to providing access and reasonable accommodation in its employment for individuals with disabilities. To request disability accommodation in the application process, contact [e-mail].

Marathon Health will never ask a candidate for personal identifiable information (date of birth, social security number, driver’s license information, etc) via email or messenger tools, or for a financial deposit of any kind.

All our open positions are listed here on our website and any emails sent from our teammates contain the address “@marathon.health” if you have any questions or concerns about suspicious emails or queries, please don’t hesitate to contact us directly at [e-mail].

Our benefits are built around access to care that works, starting with FREE Marathon Health services for you and your family, which provides unlimited, free primary care, routine labs, select prescriptions, vaccinations, and virtual mental health care for you and your family so that our teammates can do their best work and build better healthcare.

Eligibility varies based on PT or FT status:

• Comprehensive Health & Wellness Benefits: Choice of 2 medical plans, 2 dental plans, and vision coverage, unlimited free mental health benefits and EAP resources, Rewards for challenges and healthy lifestyle activities
• Family Friendly & Reproductive Health Benefits: Family-building and hormonal health benefits and paid parental leave
• Time-Based Benefits: Generous PTO or FTO, Paid Holidays + A Day for What Matters
• Financial Support: Company paid Basic Life and Disability insurance, Supplemental Life, Spending Accounts, 401(k) with employer match and graded vesting
• Continuing Medical Education (CME) for maintaining and strengthening the knowledge, skills, and expertise of our health center teammates, as applicable