Client Success Manager

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide.

At Sun Life, we're driven by our

Purpose:

helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work in the contiguous states plus AK.

As a Client Success Manager within our Health & Risk Solutions Stop Loss organization, you will help deliver a seamless Health Navigator experience across Sun Life products. Serving as a trusted partner to clients, brokers, consultants, sales teams, and internal stakeholders, you will guide assigned accounts from implementation through ongoing service, engagement, retention, and growth. You will translate client needs into coordinated solutions, strengthen relationships, resolve complex service issues, and use insights and reporting to improve the client and member experience.

This role is ideal for a proactive relationship manager who understands health solutions, employee benefits, or insurance and can confidently navigate a cross-functional environment.

• Own the day-to-day relationship for an assigned regional portfolio of Health Navigator clients, serving as the primary contact for group benefit clients, brokers, consultants, and strategic partners.
• Partner with sales and internal teams following intake of a new sale to understand client needs, support effective product positioning, and establish a coordinated service plan.
• Lead clients through implementation, enrollment, launch, training, and ongoing service, ensuring clear expectations, timely follow-through, and a consistent experience.
• Build trusted relationships through regular business reviews and check-ins focused on satisfaction, utilization, engagement, retention, and growth opportunities.
• Coordinate across sales, operations, service, marketing, technical support, and other partners to address client needs and deliver an integrated Health Navigator experience across Sun Life products.
• Identify, own, and drive timely resolution of complex or escalated issues, including concerns raised by group administrators and executive stakeholders.
• Develop and deliver client, broker, consultant, and sales education through webinars, meetings, benefit fairs, and other engagement activities.
• Collaborate on communication campaigns and educational materials that increase awareness, support adoption, and improve member utilization.
• Monitor eligibility, implementation milestones, utilization, service performance, and satisfaction; translate findings into clear reporting and actionable recommendations.
• Bring the voice of the client to internal teams and contribute ideas that strengthen offerings, processes, and the group administrator and member experience.
• Maintain accurate, timely documentation of client interactions, commitments, risks, and opportunities in the client relationship management system.

• B…