Manager, Client Success

About the role:

We are seeking a Manager, Client Success to join our Client Success team. This role will report to the Director, Client Success (Silver / mid-market). The Manager, Client Success is a people-first leadership role responsible for coaching and developing a team of Client Success Managers who serve our mid-market book of business (250–999 lives). As a frontline manager, you will be accountable for your team's performance, client retention outcomes, and day-to-day execution across a high-volume portfolio. In addition to leading your team, you may carry a small book of business, maintaining direct client and broker relationships to stay close to the work and support your team by example. By combining strong people leadership with hands-on client expertise and cross-functional partnership, this role directly impacts client satisfaction, engagement, and long-term retention.

What you will do:

• Lead, coach, and develop a team of Client Success Managers, providing timely feedback, clear direction, and active support to drive individual and team performance
• Monitor team-level client health, engagement KPIs, NPS, and identifying performance patterns and coaching direct reports to address gaps and capitalize on opportunities
• Support your team in navigating complex client and broker relationships, stepping in on escalations and high-stakes conversations as needed
• Ensure your team is consistently executing key workflows, meeting SLAs, and delivering a high-quality client experience across the mid-market portfolio
• May own and manage a small book of mid-market client and broker relationships directly, ensuring a consistently high-quality client experience
• Proactively flag capacity issues and team-level risks to leadership, escalating people and client issues before they fall off track
• Contribute and execute recommendations to improve team workflows, templates, tools, and processes that support client engagement, ROI demonstration, and renewal execution
• Represent Garner in virtual and in-person client-facing sessions, including travel up to 30% of the time

The ideal candidate has:

• 3–5 years of experience managing a B2B book of business in a client success or account management capacity, preferably in the healthcare and benefits industry, with at least 2-3 years of people management experience
• Demonstrated ability to lead, coach, and develop early-career and mid-level ICs, with a track record of building high-performing teams in a fast-paced environment
• Strong client management expertise, including