Senior Manager, Client Success

CVRD Health (pronounced “Covered”) was built to fix a very real problem in a very complicated space.

Government contractors are stuck dealing with rising benefit costs, fragmented systems, and growing compliance pressure, all while trying to run their actual businesses. CVRD created tech that exists to turn that chaos into something predictable, compliant, and human. That means less administrative burden, better visibility, and making sure every benefit dollar is doing what it’s actually supposed to do.

With streamlined CHOICE administration, real-time insights, and a platform designed specifically for Gov Con compliance, CVRD helps employers focus on running their business, not fighting their benefits. We’re not just optimizing fringe benefits. We’re raising the bar for what contractors should expect from their benefit partners.

We’re looking for a Senior Manager, Client Success to help own the day-to-day of our client relationships — the work that makes CHOICE and prevailing wage administration actually run.

This is a hands-on role. You’ll be the person our clients’ HR, payroll, and finance teams talk to regularly: eligibility and enrollment, invoicing and reconciliation, carrier issues, plan year changes, and the hundred small things that have to be right for benefits to feel effortless. You’ll also be the connective tissue between our client teams, our member advocates, and product.

We need someone who has actually done benefits administration — not someone who has only managed people who do it. If you’ve run an eligibility file, chased a carrier on a termination that never took, reconciled an enrollment that didn’t match the census, and explained a plan change to an HR manager in plain English, you’ll recognize this job.

You’ll report to our Director of Client Success and be the operational other half of that partnership: they own the plan and overall client strategy; you own the day-to-day execution and client relationship. New clients are coming onboard now and Open Enrollment is the loudest stretch of our year, so this seat matters immediately — we need someone who can stand up a new group cleanly while keeping the existing book steady.

As Senior Manager, Client Success, you’ll be responsible for:

• Owning the day-to-day relationship with an assigned book of employer clients — the weekly rhythm, not just the quarterly check-in
• Onboarding and implementing new clients: census and data collection, plan and platform setup, payroll and carrier connections, employee communications, and a clean first payroll and first invoice
• Partnering with the Director of Client Success on client readiness — turning the plan for each new or renewing account into an executed onboarding, on schedule
• Running benefits administration end to end: eligibility, enrollment, qualifying life events, terminations, and data accuracy across payroll, carrier, and platform systems
• Managing premium billing, invoicing, and reconciliation — and catching discrepancies before your clients do
• Owning carrier and vendor escalations through to resolution
• Executing Open Enrollment for your book: timelines, plan setup, client and employee communications, and post-OE cleanup
• Supporting CHOICE administration and prevailing wage fringe reporting so every benefit dollar is documented, defensible, and compliant
• Partnering with our advocacy team so member issues and client issues never fall between the two
• Building and maintaining SOPs, client documentation, and account records so the work is repeatable and doesn’t live in your head
• Setting the bar for how client work gets done — coaching teammates on the details and being the person others check their work against
• Surfacing patterns to Product and Engineering: what’s manual,…