Manager, Client Success – Emerging Market

Personally own the end-to-end relationship for approximately 10 Emerging Market client accounts
Develop and execute service strategy to drive renewal, growth, and member retention across owned accounts
Identify opportunities to grow account revenue through utilization, pricing strategy, and communication of new or enhanced offerings
Handle client discussions, escalations, and issue resolution for owned accounts
Diagnose and resolve root-cause drivers of service or delivery issues
Conduct in-person and virtual client meetings
Directly manage, mentor, and coach 3-4 Client Success Managers
Serve as the first point of escalation for direct reports and loop in the VP of Client Success when needed
Coach direct reports on relationship management, upsell and cross-sell strategy, renewal strategy, risk flags, and growth opportunities
Conduct regular 1:1s and co-own Emerging Market team meetings alongside the VP
Support hiring and onboarding of new Client Success Managers
Analyze renewal risk, growth pipeline, client satisfaction, and overall segment health
Prepare regular readouts for the VP of Client Success covering segment health, risks, wins, and trends
Maintain data hygiene across reporting tools, dashboards, and CRM records
Partner with the VP on segment strategy, goal-setting, resourcing, and team structure
Develop and standardize Client Success processes and playbooks
Identify process improvement and automation opportunities and own segment initiatives and special projects
Collaborate with sales, marketing, network, member services, and other internal stakeholders

• Bachelor's degree required
• Experience in the healthcare industry, with a focus on the self-funded benefits industry, required
• 7+ years of job-related experience in a strategic account or client management role within human capital, healthcare, or benefits preferred
• 2-3 years of people management experience preferred; candidates with strong mentorship experience and demonstrated leadership readiness will also be considered given this is a first-line management role
• Healthcare start-up experience strongly preferred
• Ability to engage interpersonally with all levels within an organization, including C-suite
• Process-driven with strong analytical skills and the ability to turn data into actionable insight
• Proficient in Salesforce (SFDC) and the Microsoft 365 suite; familiar with  and BI/reporting platforms; comfortable using AI tools in day-to-day work
• Strong coaching and influence-management skills, with the ability to motivate a team supporting a shared book of business
• Ability to thrive in a matrixed organizational structure and operate as a close partner to segment leadership
• Motivated team player with a positive, collaborative attitude
• Ability to work in a fast-paced, start-up-like environment
• Excellent verbal and written communication skills
• High energy level, willing to contribute to establishing a world-class corporate culture
• Willingness to travel as needed to clients, Lantern headquarters (Dallas), and relevant industry events

Demonstrates expertise in strategic account management and client relationship development within the healthcare industry, particularly in self-funded benefits. Proven ability to lead and mentor teams while driving growth and retention through data-driven insights and process improvements.

• Strategic Account Management
• Client Relationship Development
• People Management
• Healthcare Industry Experience
• Salesforce Proficiency

• Data Analysis
• Process Improvement
• Client Retention Strategy
• Upsell and Cross-Sell Strategy
• Renewal Strategy

• Coaching
• Influence Management
• Interpersonal Communication
• Team Collaboration
• Positive Attitude

• Bachelor's Degree

• Healthcare
• Self-Funded Benefits
• Client Success
• Emerging Markets
• Human Capital

• Salesforce (SFDC)
• Microsoft 365
• BI/Reporting Platforms
• AI Tools