Client Success Manager

You will:

Account Retention & Relationship Management

Build and maintain strong working relationships within relevant client stakeholders while owning day-to-day operational and program leadership relationships across a defined portfolio of accounts, serving as the primary point of contact for operational needs, strategic initiatives, and service delivery while also fostering a culture of continuous improvement

Help to drive account retention by maintaining high client satisfaction, proactively addressing service issues, and ensuring consistent program execution

Participate in and lead regular client check-ins, business reviews, and strategic planning sessions, providing clear updates on commitments while partnering with the Account Executive to communicate product and service launches/updates

Articulate both the qualitative and quantitative value of food and nutrition and the impact of our client partnerships

Operations & Service Delivery

Execute established account management standards and processes with precision and consistency across your portfolio
Respond quickly to client-raised issues, triaging and resolving execution-based problems in coordination with internal operations, clinical, product, and support teams

Track and manage open action items, deliverables, and timelines to ensure nothing falls through the cracks

Provide customer success and day-to-day support in partnership with Account Executive for complex accounts where dual staffing is needed

Maintain accurate account documentation, meeting notes, and activity logs in CRM systems

Coordinate with Product, Engineering, Finance, Sales, and Clinical Operations teams on implementation needs and ongoing account requirements

Program Strategy & Continuous Improvement

Partner closely with Account Executives to develop and execute account strategies that drive success, improvement, and retention, and targeted expansion

Lead client-specific program improvements and initiatives, including new program launches and benefit expansions

Understand data deeply and use it to drive changes in account strategy; interpret and present ROI and clinical metrics that demonstrate value to clients

Prepare and deliver client-facing reporting and materials, including performance updates, program summaries, and business reviews

Serve as an internal liaison for client needs, flagging issues and opportunities to the appropriate team members

Marketing & Member Engagement

Lead delivery of marketing campaigns that drive member enrollment and engagement, ultimately contributing to client satisfaction and retention

Work closely with the Foodsmart marketing team to adapt existing materials to client needs and co-create campaigns based on each client's unique situation and member population

Leverage marketing data and campaign analytics to refine strategies and report on outcomes to clients

Performance Monitoring

Monitor key program metrics including member enrollment, utilization, engagement, and clinical outcomes for assigned accounts

Identify and address performance gaps or at-risk accounts proactively, escalating to senior leadership as appropriate

Support and lead business review preparation and follow-up on resulting action plans

You are:

• Someone who executes reliably, follows through completely, and thinks strategically about your accounts
• Responsive and dependable — your clients know they can count on you to respond quickly, resolve issues, and keep programs running smoothly
• Skilled at building trust at every level of the client organization, from day-to-day managers to executive sponsors
• Data-driven in how you make decisions and demonstrate value
• Trusted by senior leaders to manage your portfolio independently while delivering excellent service when partnering with Account Executive on higher-complexity accounts
• Adept at escalating the right things at the right time while managing to performance targets

You have:

Required:
• 2-5+ years of experience in account management, client services, or healthcare consulting, in a client-facing or relationship development capacity
• Strong organizational skills with a track record of managing multiple accounts or workstreams simultaneously
• Excellent communication and interpersonal skills, with the ability to build trust  
• Data-driven mindset with experience analyzing clinical outcomes, marketing data, and campaign performance
• Proficiency with CRM platforms (Salesforce or equivalent)
 
Preferred:
• Experience with food-as-medicine programs, nutrition benefits, SDOH interventions, telehealth, wellness, or related health services
• Familiarity with health plan operations and lines of business (Medicare Advantage, Managed Medicaid, Commercial)
• Experience working directly with marketing agencies or internal marketing teams on campaign development
• Experience in a startup or small company environment
• Understanding of complex contracting and provider agreements within health plans and health systems
• Bachelor's degree in business, public health, nutrition, healthcare administration, or a related field