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Client Success Manager
3 days ago
Client Success ManagerAs a Client Success Manager, you will own Modern Health's employer relationships from launch through contract renewal across APAC. You are responsible for partnering with Fortune 500 companies to drive product adoption and engagement, and over time client retention and growth. You partner closely with senior HR executives and business leaders, serving as product expert, strategic consultant, and mental health champion. Your partnership with Modern Health's clients and internal product team allows us to continually improve the functionality and benefits of the platform.This role reports to the Vice President of Client Success. Ideal candidates have prior experience managing large-scale client relationships and are comfortable analyzing data and using it to make strategic and consultative recommendations. We're looking for someone who is excited to positively impact the lives of millions in a highly visible role.This position is not eligible to be performed in Hawaii.What You'll DoManage a portfolio of Enterprise Accounts, serving as the face of Modern Health for our highest-priority customersBuild and manage relationships with a broad range of global stakeholders including Benefit Managers, HR Executives, and consultantsPartner and support sales initiatives by representing the Customer Success role, organization and how we support and partner with customersConduct regular global account meetings to refine and align customer strategiesPartner with the US Customer Success Lead to ensure a consistent, cohesive approach across regionsPartner with clients to define and execute a custom program strategy for Modern Health that integrates within their broader benefit offeringsChampion and drive engagement with Modern Health's mental wellness programs, converting clients into champions who serve as references and case studiesServe as the primary contact for global product updates and upcoming developments, while acting as a local, accessible contact for escalations and urgent mattersMaintain an understanding of diverse cultural nuances that influence client interactions worldwideProvide local implementation support in conjunction with the US-based implementation teamHelp clients understand available training topics, delivering Benefit Overview sessions tailored to their needsSupport and lead global QBRs/ABRs, including day-to-day reporting requests for global customersStrategically use data and insights to guide decision making, employing storytelling and actionable recommendations that support long-term successLeverage tools such as Looker, Gainsight, and Salesforce to understand and diagnose client health, identifying opportunities and risksDrive success in measurable engagement and revenue outcomes, including improved wellness impact, benefits utilization, retention and renewals, and product expansionCollaborate cross-functionally with Product, Operations, Sales, and Clinical Care to advocate for clients and ensure successful adoption of Modern HealthWho You AreExperience & Background8+ years managing client relationships or selling to HR leaders within B2B tech; experience in employer benefits and healthcare is a strong plusProven success strategically and autonomously managing a book of business (30+ customers across segments), including engaging with executive sponsors, senior leaders, and HR decision-makersLanguage SkillsFluency in English is required; additional languages are a plusCustomer Engagement & SuccessTrack record of achieving high retention, adoption, renewal, and expansion metrics, including closing large expansion opportunitiesSkilled at developing and implementing account strategies to maximize customer value and drive revenue growthAbility to build strong, trusted relationships and act as a strategic advisor to customersProactive in identifying risks, resolving issues, and ensuring timely resolutionsAdept at objection handling and independently negotiating with clientsEngaging presentation skills with experience leading high-visibility projects such as QBRs/ABRsSkills & MindsetStrong problem-solving and analytical skills with the ability to derive actionable insights from customer data (e.g., Salesforce, Gainsight, Looker)Demonstrated ability to understand client business landscapes and align solutions to their goalsEnthusiastic about tackling new challenges and building scalable processes, with keen attention to detailFlexible and agile in fast-paced, cross-functional environments, with a strong sense of urgency, initiative, and independenceHighly coachable, receptive to feedback, and capable of offering candid feedback to peers and leadersBalances humility and confidence in challenging conversations while influencing cross-functional projects and advising leadershipIntellectually curious, quick to learn and share new tools, concepts, and best practicesValues & Mission AlignmentDeep passion for customer success with a proactive approach to solving challengesGenuine commitment to establishing the company as a trusted advisor by delivering long-term solutions to complex problemsAligned with the company's mission through a passion for improving outcomes in healthcare, benefits, and mental wellnessBenefitsFundamentals:Medical / Dental / Vision / Disability / Life InsuranceHigh Deductible Health Plan with Health Savings Account (HSA) optionFlexible Spending Account (FSA)Access to coaches and therapists through Modern Health's platformGenerous Time OffCompany-wide Collective Pause DaysFamily Support:Parental Leave PolicyFamily Forming Benefit through CarrotFamily Assistance Benefit through UrbanSitterProfessional Development:Professional Development StipendFinancial Wellness:401kFinancial Planning Benefit through OriginBut wait there's moreAnnual Wellness Stipend to use on items that promote your overall well-beingNew Hire Stipend to help cover work-from-home setup costsModSquad Community: Virtual events like active ERGs, holiday themed activities, team-building events and moreMonthly Cell Phone Reimbursement
