Client Success Manager (Small-Market)

Garner Health is a fast-growing healthcare technology company aiming to transform the healthcare economy. The Client Success Manager will be responsible for driving engagement, satisfaction, and retention across a small-market book of business, ensuring clients realize ongoing value from Garner while proactively managing risks and opportunities.

Responsibilities:

• Own and manage small-market client and broker relationships across a high-volume book of business (50–75 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 20% travel). Develop and deliver high-quality client reports, presentations, and educational sessions

Requirements:

• 3+ 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