Manager, Client Success

Role Summary

The Manager, Client Success leads a team of Client Success professionals, providing direct supervision, coaching, and career development to deliver seamless client onboarding and implementation for Premier Local and National clients.

• Directly manage, coach, and develop a team of Client Success Managers and/or Specialists.
• Conduct regular 1:1s, performance reviews, and career development planning.
• Recruit, onboard, and train new team members.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Oversee the execution of client onboarding and implementation processes, ensuring alignment with organizational goals.
• Set clear expectations and monitor team performance against KPIs and quality standards.
• Serve as an escalation point for complex client issues and support team members in resolution.
• Collaborate with Sales, Product, and Operations leadership to align team activities with business objectives.
• Provide executive-level updates and recommendations for process and team improvements.
• Lead cross-functional initiatives to enhance client experience and operational efficiency.

• 5+ years in client-facing health payer, account management, or implementation management roles.
• 2+ years of direct people management experience (hiring, coaching, performance management).
• Proven ability to lead and develop high-performing teams.
• Strong executive communication and stakeholder management skills.
• Deep understanding of operational workflows, compliance, and client onboarding processes.
• Bachelor’s degree required or equivalent years of experience.
• Proficiency in Microsoft Excel, PowerPoint, and Project.
• Travel may be required.
• Must have an Android or iOS device compatible with the free Microsoft Authenticator app.

Independence requires associates to work in the office three days a week (Tuesday, Wednesday & Thursday) and remotely two days a week (Monday & Friday). Work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.