Senior Client Success Manager (Large Market)

Remote; San Francisco (CA); Remote; USD 120,000 - 140,000; Full time

Benefits offered by this job

Equity incentive

Flexible PTO

Health plan

401(k) with company match

Flexible spending accounts

Job summary

Garner is seeking a Senior Client Success Manager to join our Client Success team. This role will report to the Director of Client Success (large market) and will own day-to-day client and broker relationships across a high-volume portfolio.

You will ensure ongoing value, identify risks and opportunities, and drive retention. The position supports a remote-friendly arrangement with travel up to 25% to HQ and client sites.

Qualifications

• 5+ years of experience managing a large, high-performing B2B book of business.
• Ownership of executive relationships and day-to-day account management.
• Strong project management and organizational skills.
• Data-driven mindset using KPIs to drive ROI.
• Excellent written and verbal communication with stakeholders.
• Ability to work cross-functionally in a fast-paced setting.

Responsibilities

• Own and manage a large market client and broker relationships across 25-30 accounts.
• Deliver an exceptional client experience by executing workflows and monitoring health.
• Track and analyze client success KPIs and translate insights into action plans.
• Develop and execute engagement plans aligned to client goals and KPIs.
• Manage multiple concurrent client projects with clear timelines and deliverables.
• Collaborate with Strategic Account Management, Sales, and Concierge to meet needs.
• Lead client meetings and provide education, insights, and recommendations.
• Represent the company in virtual and in-person sessions with up to 25% travel.

Skills

Client management

Executive relationships

Project management

Data-driven mindset

Communication skills

Cross-functional collaboration

Job description

What you’ll be part of

Garner is on a mission to transform the U.S. healthcare system — and we’re the only proven player doing exactly that. We partner with employers to redesign how healthcare works: applying 550+ proprietary clinical metrics across 80+ specialties to a dataset of 320M+ patients to identify the best-performing doctors, then using compelling incentives to steer members to the care that helps them get healthier, faster.

The result is a rare “win win” — better care and lower costs for both members and employers. In just five years, our work has helped over 2.5 million people access higher-quality care and saved $1B in healthcare costs. We recently raised our Series E and have doubled five years running. If you've ever wanted your work to solve a problem that touches every person in this country, this is the opportunity to do exactly that. You'd be joining a team fundamentally reimagining healthcare in the U.S. — and using AI to scale that impact further and faster than anyone else can.

About the role:

We are seeking an exceptional Senior Client Success Manager to join our Client Success team. This role will report to the Director of Client Success (large market). The Senior Client Success Manager plays a critical role in driving engagement, satisfaction, and retention across a high-volume large market book of business (1,000–4,999 lives). As the primary owner of day-to-day client and broker relationships, this role ensures clients realize ongoing value from Garner while proactively identifying risks and opportunities across the portfolio. By combining strong relationship management with disciplined execution and cross-functional partnership, this role directly impacts client success and long-term retention.

Where you will work:

Garner is headquartered in NYC, but this position is available for individuals who are comfortable with remote work and occasional travel to HQ. Ability to travel up to 25% of the time.

What you will do:

• Own and manage large market client and broker relationships across a high-volume book of business (25-30 accounts), ensuring a consistently high-quality client experience.


• Deliver an exceptional client experience by executing key workflows, monitoring account health, and proactively addressing risks.


• Track and analyze client success KPIs, translating insights into action plans that drive engagement and retention.


• Develop and execute engagement plans aligned to client goals, ensuring timely delivery of all initiatives and commitments. Assume full ownership of all engagement-related KPIs.


• Manage multiple concurrent client projects with strong attention to detail, maintaining clear timelines, priorities, and deliverables.


• Collaborate cross-functionally with Strategic Account Management, Sales, and Concierge (Member Services) to meet client needs, triage issues, and achieve engagement goals.


• Lead client meetings and communications with key stakeholders and broker partners, providing education, insights, and actionable recommendations.


• Represent the company in virtual and in-person client-facing sessions (up to 25% travel). Develop and deliver high-quality client reports, presentations, and educational sessions.

The ideal candidate has:

• 5+ years of experience managing a large, high-performing B2B book of business, with a proven track record of driving engagement, client satisfaction, and NRR; preferably in the healthcare and benefits industry.


• Demonstrated client management expertise, including ownership of executive relationships and day-to-day account management, as well as navigating complex client and broker stakeholder environments.


• Exceptional project management and organizational skills, with the ability to manage competing priorities and execute with precision and strong attention to detail.


• Data-driven mindset, leveraging KPIs and client insights to proactively identify risks, optimize engagement, and drive measurable ROI.


• Strong executive presence and communication skills (both written and presentation), with a proactive, solutions-oriented approach and a passion for delivering an outstanding client experience in a fast-paced environment.


• Possesses a proven track record of curiosity and independent problem-solving, both when navigating client challenges and collaborating cross-functionally with internal teams.


• A desire to be a part of a high-performing, mission-driven team that operates with intense urgency, a strong sense of individual accountability, and a commitment to authentic feedback.

This is a unique opportunity to join a fast-growing company in a transformative role, helping shape the future of healthcare.

Compensation Transparency:

The salary range for this position is $120,000 - $140,000. Individual compensation for this role will depend on various factors, including qualifications, skills, and applicable laws. In addition to base compensation, this role is eligible to participate in our equity incentive and competitive benefits plans, including but not limited to: flexible PTO, Medical/Dental/Vision plan options, 401(k) with company match, flexible spending accounts, Teladoc Health and more.