Senior Client Success Manager (Mid-Market)

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 (mid-market). The Senior Client Success Manager plays a critical role in driving engagement, satisfaction, and retention across a high-volume mid-market book of business (100–999 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.

What you will do:

• Own and manage mid-market client and broker relationships across a high-volume book of business (50–60 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.
• 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 20% travel). Develop and deliver high-quality client reports, presentations, and educational sessions.

The ideal candidate has:

• 4+ 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 and opportunities.