Client Success Manager

ABOUT THE ROLE

Rightway is looking for a relationship driven and operationally savvy Client Success Manager (CSM) to join our Care Navigation team. As a CSM, you will be the primary point of contact for clients within a diverse portfolio of accounts, ensuring they have a seamless and exceptional experience with our services.

This is a high impact role and the successful candidate will be responsible for building strong relationships with key client stakeholders including brokers, carriers and TPAs; delivering value, impact and satisfaction to clients; driving successful outcomes that align with business goals and bringing the ‘voice of the client’ into internal collaborations with the cross-functional team. Your efforts will directly contribute to client retention, satisfaction and company growth.

Responsible for owning the overall client relationship. Establish and maintain long-lasting relationships with clients, acting as their trusted advisor. Serve as the initial point of contact for day-to-day client-related inquiries from both external stakeholders and internal teams.

Embrace a proactive and strategic approach to develop insightful relationships with clients and their stakeholders. From the implementation phase and throughout the ongoing relationship, the primary focus is on understanding client goals; providing tailored solutions that drive brand awareness, value and satisfaction; identifying opportunities and potential needs; and deploying risk mitigation strategies before problems arise.

Monitor client health and make data driven decisions that support strategic account planning and identify growth opportunities. Identify trends and generate insights to formulate innovative solutions aimed at driving value, resolving issues and implementing preventive measures. Track account progress against industry best-practice KPIs and metrics, achieving exceptional levels of retention, referenceability, and expansion. Deliver quarterly business reviews to clients and stakeholders.

Manage the end-to-end renewal process and identify opportunities for upselling and cross-selling additional services to enhance the client experience and support growth goals.

Work cross-functionally with Sales, Implementation, Product, Marketing, Analytics and Support teams to ensure a unified approach to client success. Bring the ‘voice of the client’ into meaningful, tactical dialogue with cross-functional stakeholders to inform business strategy and ensure deliverables and expectations are met.

Address and resolve client concerns, working closely with internal teams to ensure timely resolution. Collaborate cross-functionally on process improvements and mitigation strategies aimed at improving the client experience and reducing escalations.

Demonstrate a deep understanding of Rightway products and services, participating in client webinars, trainings, on-site events and other forums designed to educate employees on Rightway’s Navigation & PBM solutions.

• A bachelor’s degree is required
• 3-5 years of direct client-facing experience, with a proven track record of growing client value over time
• Have a background in healthcare technology, digital health, or the employer/health benefit industries
• Comfortable with high levels of ambiguity and thrive in rapidly changing high-growth environments
• Ability to lead projects and influence others
• Demonstrated ability to solve complex problems and manage simultaneous initiatives with varying timelines and complexity
• Motivated, adaptable, results-oriented, and highly attentive to detail
• Quick learner and a self-starter with strong organizational and time management skills
• Thrive in fast paced, startup environments and aren’t afraid to roll up your sleeves and make things happen
• Embrace and model the philosophy of Operational Excellence by continuously striving for improvements and optimizations across your book of business
• Excellent communication and presentation skills; you’re an active…