Client Support Manager

Founded in 1999 and headquartered in Central Ohio, we’re a privately-owned, independent healthcare navigation organization. We believe that no one should have to navigate the cost and complexity of healthcare alone, and we’re on a mission to make healthcare simpler and more effective for our millions of members. Our big-hearted, tech-savvy team fights to ensure that our members get the care they need, when they need it, at the most affordable cost – that’s why we call ourselves Healthcare Warriors.

We’re committed to building diverse and inclusive teams – more than 2,000 of us and counting – so if you’re excited about this position, we encourage you to apply – even if your experience doesn’t match every requirement.

As the Client Success Manger, you will play a critical role within the Emerging Growth Business Unit, ensuring the success and satisfaction of our clients. This role extends well beyond traditional account management. You will support multi-year account strategy, help drive measurable financial performance, influence key stakeholders, and position us as a long-term, indispensable partner. Our clients expect high-touch engagement, executive‑level insight, and a clear connection between health quality, cost management, and financial outcomes.

You will operate at the intersection of Product, Insights & Reporting, and Sales – translating analytics into strategic business value.

Location:

This position is located at our Nashville, TN office with hybrid flexibility or may work remotely anywhere in the United States of America.

• Client Onboarding:
  Support the onboarding process for new clients, including setting up initial configurations, training, best practices, and ensuring a smooth transition to ongoing support for their specific needs.
• Account Management:
  Serve as the primary point of contact for assigned clients, addressing their day-today needs, resolving issues, and acting as an advocate for their success
• Industry & Market Advisory:
  Anticipate evolving client needs based on market dynamics and knowledge of Edge and Edge‑adjacent solutions and of the health plan space, and proactively recommend high‑impact initiatives
• Relationship Management:
  Develop and maintain strong relationships with clients to ensure high satisfaction, retention, and renewals
• Performance Monitoring:
  Monitor account health using performance, engagement, and financial indicators to proactively mitigate risk and surface opportunities for improvement
• Data Analysis:
  Utilize analytics tools to generate insights and reports that demonstrate the value of our solutions and drive strategic discussions with clients
• Feedback Loop:
  Serve as the voice of the client internally - collect and relay client feedback to Product, Solutioning, and Engineering teams to drive continuous improvement and innovation
• Training and
  
  Education:
  
  Conduct training sessions, webinars, and workshops to ensure clients and their identified partners (health plans, benefits staff, etc.) are fully educated on the features and benefits of our solutions
• Strategic Execution:
  Convey client strategic priorities internally and mobilize cross‑functional teams to deliver against plans to achieve client goals, drive adoption, and maximize the value derived from our solutions
• Problem Solving:
  Address and resolve any issues or challenges clients may face in a timely and effective manner
• Cross Functional
  
  Collaboration:
  
  Partner closely with Sales, Product, Marketing, Client Operations, and Insights teams to ensure seamless execution, consistent messaging, and alignment with client strategy and solution value.
• All other duties as assigned.

• Education:
  
  Minimum of a bachelor’s degree in…