Senior Client Success Manager - Health Plans (Remote)

papa; Miami (FL); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Equity package

Insurance coverage

HSA/FSA

401(k) match

Flexible PTO

Parental/caregiver leave

Job summary

Papa, a new kind of care built on human connection, is seeking a Senior Manager of Client Success to own the success, retention, and growth of a portfolio of health plan clients. This highly client-facing role requires partnering with operations, product, analytics, and cross-functional teams to deliver strong client outcomes.

You will lead executive business reviews, identify risks and opportunities, and drive end-to-end accountability for client performance.

Qualifications

• 8+ years of experience in client success or related roles.
• Experience managing senior client relationships and delivering strong business results.
• Complex problem-solving & analytical reasoning: synthesize data & diagnose issues.
• Emotional intelligence & stakeholder management: build trust & drive alignment.
• Agile context switching: shift between strategy & day-to-day execution.
• Strong organizational & multi-project management: own multiple accounts and initiatives.

Responsibilities

• Serve as the primary relationship owner for a portfolio of health plan clients.
• Develop a strong understanding of each client’s goals, contract terms, performance expectations, and growth opportunities.
• Stay accountable for client performance, including retention, satisfaction, contractual commitments, and operational execution.
• Lead recurring client meetings, executive business reviews, performance discussions, and other client communications.
• Identify client risks, performance gaps, and emerging needs. Create and drive clear plans to address client risks and performance gaps.
• Partner with Operations, Product, Analytics, and other Papa teams to resolve operational issues affecting clients.
• Use data and reporting to evaluate client performance and identify trends and opportunities.
• Develop actionable recommendations for clients and internal teams.
• Identify and execute opportunities to expand client relationships through additional services, programs, or populations.

Skills

Client relationships

Analytics

Stakeholder management

Agile

Multi-project management

Project management

Job description

Papa, a new kind of care built on human connection, is seeking a Senior Manager of Client Success to own the success, retention, and growth of a portfolio of health plan clients. This highly client-facing role requires partnering with operations, product, analytics, and cross-functional teams to deliver strong client outcomes.

You will lead executive business reviews, identify risks and opportunities, and drive end-to-end accountability for client performance.