Client Success Director (Jumbo Market)

About the role

We are looking for a Client Success Director to join our team. The Client Success Director will be responsible for overseeing clients in our largest market (5,000+ lives) book of business. This role’s focus is relationship management, understanding client needs, and day-to-day client management. As the primary point of contact for key client stakeholders and brokers, the Client Success Director has the ultimate goal of ensuring the overall success and retention of clients within this market segment. The Client Success Director will work closely with the Strategic Accounts team and cross-functional areas, including executives and product, to drive Garner’s mission forward. This role will report to the Director of Client Success, Platinum.

Where you will work:

This position is fully remote with up to 25% travel.

What you will do:

• Own our largest client and broker relationships
• Ensuring that Garner delivers an excellent client experience to the assigned book of business
• Executing key workflows and monitoring client health to support our clients
• Track client success KPIs, escalate areas of concern and mitigate risks through development and execution of action plans
• Executing best practice standards and workflows to improve client satisfaction, engagement, and ROI to drive retention
• Collaborating with product, sales, and member services teams to ensure that client’s engagement goals are met and client is satisfied with Garner’s service, assuming full ownership of all engagement-related KPIs.
• Communicating regularly with both key decision makers as well as our key broker partners to understand the ongoing needs
• Developing client reports, meeting materials, and workshops as needed
• Represent Garner at client open enrollment and education sessions in-person and virtually
• Ability to travel up to 25% of the time

The ideal candidate has:

• 7+ years of experience managing and growing a high-performing enterprise book of business (B2B SaaS) and delivering impactful results year over year in the healthcare and benefits industry
• Demonstrated experience supporting clients to increase engagement and maximize the value of a medical benefit and/or healthcare SaaS solution
• Passion for delivering an excellent client experience and strives to deliver high-quality work
• A strong communicator who can clearly articulate a vision or strategy and inspire adoption and change
• Excellent presentation skills
• Has the ability to work in an ambiguous, rapidly evolving, and fast-paced startup environment with notable upside
• Expert at identifying and partnering with internal stakeholders to resolve client and member issues; experienced in working with internal executives on large client-related escalations