Client Success Manager

Marathon Health is a leading provider of advanced primary care in the U.S., serving 2.5 million eligible patients through approximately 630 employer and union-sponsored clients. Our comprehensive services include advanced primary care, mental health, occupational health, musculoskeletal, and pharmacy services, delivered through our 680+ health centers across 41 states. We also offer virtual primary care and mental health services accessible in all 50 states.

Transforming healthcare delivery with a patient‑first approach, we prioritize convenient access to both in‑person and virtual care, resulting in improved health outcomes and significant cost savings. Committed to inclusivity and collaboration, we foster a positive work environment and recruit exceptional talent to ensure expertise and compassion in healthcare delivery. Marathon has been recognized as a five‑time Modern Healthcare Best Places to Work in Healthcare winner and a six‑time Best in KLAS award winner for employer‑sponsored healthcare services.

The Client Success Manager I is responsible for developing and maintaining a strong and lasting client and broker/consultant partnership with assigned small to medium size clients. This role requires strong union‑facing experience and a deep understanding of labor organization dynamics. The ideal candidate has worked closely with labor unions, served on a union board, or partnered extensively with union leadership, and understands how to successfully navigate the relationships, politics, and operational nuances within union environments.

You will be engaged in the strategic and proactive planning within the client’s overall line of business and is responsible for identifying and executing opportunities to engage the employee and member population to ultimately drive clinical and savings outcomes. This is accomplished via proactive and timely issue resolution, consulting customers on best practices, reviewing service/product offerings, recommending new solutions and providing market insights.

Details about the CSM I client portfolio are outlined below:

• Portfolio Size: 20 – 30 small to medium sized accounts averaging $2M - $3M
• Contract Type:
  Standardized service package with low‑touch, process‑driven engagement

• Manages clients aligned to small group service package standards which may demand lower touch and have standardized processes.
• Develop a deep understanding and interest of population health and health care utilization data with the ability to articulate results - leveraging data to tell a story (relate and interpret data).
• Participates in new health center implementations planning and launch alongside the Sales team, local operations leadership and Implementation Team.
• Leads competitive renewal re‑bids for assigned clients. Manage contractual requirements including renewal terms and successfully renew clients at targeted escalation. Prioritize low margin clients for improvements in revenue and expense management.
• Identify and target revenue growth opportunities with existing clients including new member populations, health centers, products, and services.
• Supports clients with tiered engagement models or aggregator relationships.
• Help define and leverage the “coverage model” for assigned clients.
• Use creative feedback tools to develop an understanding of customer’s needs, work with internal partners to improve products and services.
• Operates within a team‑based approach, collaborating closely with Client Success Directors (CSDs) for day‑to‑day leadership, mentorship, and escalation support.
• Coordinate with the marketing team to develop and implement client specific engagement plan including communication and incentive plans to improve utilization and patient experience.
• Responsible for partnering with Directors of Operations and local health center leadership on ways to drive employee and member engagement, achieve clinical and savings metrics as well as performance guarantees and maintain open communications with clinical staff.
• In collaboration with Operational & Clinical leadership, analyze, summarize, report and manage performance data related…