Client Success Manager

You will:

Account Retention & Relationship Management

- Build and maintain strong working relationships within relevant client stakeholders while owning day-to-day operational and program leadership relationships across a defined portfolio of accounts, serving as the primary point of contact for operational needs, strategic initiatives, and service delivery while also fostering a culture of continuous improvement

- Help to drive account retention by maintaining high client satisfaction, proactively addressing service issues, and ensuring consistent program execution

- Participate in and lead regular client check-ins, business reviews, and strategic planning sessions, providing clear updates on commitments while partnering with the Account Executive to communicate product and service launches/updates

- Articulate both the qualitative and quantitative value of food and nutrition and the impact of our client partnerships

Operations & Service Delivery

- Execute established account management standards and processes with precision and consistency across your portfolio
Respond quickly to client-raised issues, triaging and resolving execution-based problems in coordination with internal operations, clinical, product, and support teams

- Track and manage open action items, deliverables, and timelines to ensure nothing falls through the cracks

- Provide customer success and day-to-day support in partnership with Account Executive for complex accounts where dual staffing is needed

- Maintain accurate account documentation, meeting notes, and activity logs in CRM systems

- Coordinate with Product, Engineering, Finance, Sales, and Clinical Operations teams on implementation needs and ongoing account requirements

Program Strategy & Continuous Improvement

- Partner closely with Account Executives to develop and execute account strategies that drive success, improvement, and retention, and targeted expansion

- Lead client-specific program improvements and initiatives, including new program launches and benefit expansions

- Understand data deeply and use it to drive changes in account strategy; interpret and present ROI and clinical metrics that demonstrate value to clients

- Prepare and deliver client-facing reporting and materials, including performance updates, program summaries, and business reviews

- Serve as an internal liaison for client needs, flagging issues and opportunities to the appropriate team members

Marketing & Member Engagement

- Lead delivery of marketing campaigns that drive member enrollment and engagement, ultimately contributing to client satisfaction and retention

- Work closely with the Foodsmart marketing team to adapt existing materials to client needs and co-create campaigns based on each client's unique situation and member population

- Leverage marketing data and campaign analytics to refine strategies and report on outcomes to clients

Performance Monitoring

- Monitor key program metrics including member enrollment, utilization, engagement, and clinical outcomes for assigned accounts

- Identify and address performance gaps or at-risk accounts proactively, escalating to senior leadership as appropriate

- Support and lead business review preparation and follow-up on resulting action plans

You are:

- Someone who executes reliably, follows through completely, and thinks strategically about your accounts

- Responsive and dependable — your clients know they can count on you to respond quickly, resolve issues, and keep programs running smoothly

- Skilled at building trust at every level of the client organization, from day-to-day managers to executive sponsors

- Data-driven in how you make decisions and demonstrate value

- Trusted by senior leaders to manage your portfolio independently while delivering excellent service when partnering with Account Executive on higher-complexity accounts

- Adept at escalating the right things at the right time while managing to performance targets

You have:

Required:

- 2-5+ years of experience in account management, client services, or healthcare consulting, in a client-facing or relationship development capacity

- Strong organizational skills with a track record of managing multiple accounts or workstreams simultaneously

- Excellent communication and interpersonal skills, with the ability to build trust

- Data-driven mindset with experience analyzing clinical outcomes, marketing data, and campaign performance

- Proficiency with CRM platforms (Salesforce or equivalent)

Preferred:

- Experience with food-as-medicine programs, nutrition benefits, SDOH interventions, telehealth, wellness, or related health services

- Familiarity with health plan operations and lines of business (Medicare Advantage, Managed Medicaid, Commercial)

- Experience working directly with marketing agencies or internal marketing teams on campaign development

- Experience in a startup or small company environment

- Understanding of complex contracting and provider agreements within health plans and health systems

- Bachelor's degree in business, public health, nutrition, healthcare administration, or a related field

Role: Client Success Manager
Location: Remote, USA
Base Salary Range: $90,000 - $130,000 + bonus + benefits
Our salary ranges are determined by role, level, and location. Individual pay is determined by work location, job-related skills, experience, and relevant education or training.