Mgr, Client Success

MultiPlan; McLean (VA); On-site; USD 89,000 - 110,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401(k) + match

Paid Parental Leave

Employee Stock Purchase Plan

Generous PTO

Job summary

MultiPlan is seeking a Client Success Manager to ensure success for healthcare payor clients. You will manage relationships, drive product adoption, and help clients achieve outcomes with our technology solutions.

The role requires healthcare payor knowledge, strong communication, and a proactive approach to problem-solving. You will oversee onboarding, drive adoption, monitor metrics, and collaborate with Sales & Product teams.

Qualifications

• Bachelor's degree in business, healthcare administration, clinical degree, or related field; advanced degree preferred.
• 5+ years in client success, account management, or related role in healthcare payor or tech.
• Strong understanding of healthcare payor landscape and challenges.
• Excellent verbal and written communication skills for diverse audiences.
• Proactive, solution‑oriented mindset for complex client issues.
• Familiarity with healthcare technology solutions and quick learning of new tools.

Responsibilities

• Build and maintain long‑lasting client relationships with healthcare payor and provider stakeholders.
• Oversee onboarding and training for new clients to ensure effective product use.
• Drive product adoption and ongoing client support.
• Identify opportunities for revenue growth via organic growth or Sales Qualified Leads.
• Monitor client performance metrics and usage data to identify improvements.
• Act as primary contact for client issues and escalate as needed.
• Provide client feedback to product and other teams to improve offerings.

Skills

Client relationships

Communication

Problem solving

Analytical skills

Interpersonal skills

Proactive mindset

Education

Bachelor's degree in business/healthcare

Advanced degree preferred

Tools

CRM systems

Data analytics tools

Job description

JOB SUMMARY:

The Client Success Manager (CSM) will play a critical role in ensuring the success and satisfaction of our healthcare payor clients. The CSM will be responsible for building and maintaining client relationships, driving product adoption, and ensuring that clients achieve their desired outcomes through our technology solutions. This role requires a deep understanding of the healthcare payor industry, excellent communication skills, and a proactive approach to problem-solving.

JOB ROLES AND RESPONSIBILITIES:

• Client Relationship Management: Build and maintain strong, long-lasting relationships with key stakeholders at healthcare payor and provider organizations. Understands the client's strategic goals and how Claritev plays a role in achieving those objectives.
• Onboarding and Training: Oversee the onboarding process for new clients, ensuring they are effectively trained and equipped to use our products and services.
• Product Adoption: Drive the adoption and utilization of our technology solutions, providing ongoing support and guidance to clients
• Revenue Growth: Identify opportunities for revenue growth via organic growth or Sales Qualified Lead.
• Performance Monitoring: Monitor client performance metrics and usage data to identify opportunities for improvement and ensure clients are achieving their goals.
• Issue Resolution: Act as the primary point of contact for client issues and escalations, working closely with internal teams to resolve problems in a timely manner.
• Client Advocacy: Serve as the voice of the client within the company, providing feedback to product development and other teams to enhance our offerings.
• Client Check-ins: Conduct regular follow-up calls and check-ins to ensure ongoing client satisfaction and to gather feedback for product improvement.
• Collaboration with Sales & Product Teams: Collaborate with sales and product teams to provide valuable client insights and identify upselling or cross-selling opportunities.
• Reporting and Analysis: Prepare and present regular reports on client status, performance, and satisfaction to internal and external stakeholders.
• Continuous Improvement: Identify and implement best practices for client success, contributing to the development of processes and tools that enhance client experience.
• Retention: Manage and retain current revenue levels, proactively identifying risk and creating risk mitigation plans.
• Onsite Client Visits: 50% travel requirement.
• Collaborate, coordinate, and communicate across disciplines and departments.
• Ensure compliance with HIPAA regulations and requirements.
• Demonstrate commitment to the Company's core values.
• Please note due to the exposure of PHI sensitive data - this role is considered to be a High-Risk Role.
• The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

JOB SCOPE:

The Client Success Manager must be strategic in managing their block of business. An incumbent must also understand and exceed the expectations of the client in their partnership with the Company and initiate improvements to better service the client. An incumbent must deliver effective and organized presentations in order to increase the Company's revenue from new or existing clients. The Client Success Manager has the latitude and authority to make commitments on behalf of the Company within defined parameters.

JOB REQUIREMENTS (Education, Experience, and Training):

• Education: Bachelor's degree in business, Healthcare Administration, clinical degree or a related field. Advanced degree preferred.
• Experience: 5+ years of experience in client success, account management, or a related role within the healthcare payor or technology industry.
• Industry Knowledge: Strong understanding of the healthcare payor landscape, including key challenges and opportunities.
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively convey complex information to diverse audiences.
• Problem-Solving: Proactive and solution-oriented mindset, with the ability to navigate complex client issues and drive resolution.
• Technical Proficiency: Familiarity with healthcare technology solutions and the ability to quickly learn new tools and systems.
• Interpersonal Skills: Strong interpersonal skills, with the ability to build rapport and trust with clients and internal teams.
• Analytical Skills: Ability to analyze data and metrics to drive decision-making and demonstrate value to clients.

BENEFITS

We realize that our employees are instrumental to our success, and we reward them accordingly with very competitive compensation and benefits packages, an incentive bonus program, as well as recognition and awards programs. Our work environment is friendly and supportive, and we offer flexible schedules whenever possible, as well as a wide range of live and web-based professional development and educational programs to prepare you for advancement opportunities.

Your benefits will include:

• Medical, dental and vision coverage with low deductible & copay
• Life insurance
• Short and long-term disability
• Paid Parental Leave
• 401(k) + match
• Employee Stock Purchase Plan
• Generous Paid Time Off - accrued based on years of service
• WA Candidates: the accrual rate is 4.61 hours every other week for the first two years of tenure before increasing with additional years of service
• 10 paid company holidays
• Tuition reimbursement
• Flexible Spending Account
• Employee Assistance Program
• Summer Hours
• Sick time benefits - for eligible employees, one hour of sick time for every 30 hours worked, up to a maximum accrual of 40 hours per calendar year, unless the laws of the state in which the employee is located provide for more generous sick time benefits.

COMPENSATION

The salary range for this position is $89,254K - $110K. Specific offers take into account a candidate's education, experience and skills, as well as the candidate's work location and internal equity. This position is also eligible for health insurance, 401k and bonus opportunity.