Own a portfolio of approximately 20 high-value client relationships
Design quarterly business reviews that clients actually look forward to
Identify the key engagement levers that move the needle for each account
Partner with internal teams to deliver remarkable outcomes
Translate member outcomes (debt reduction, credit improvement, savings growth) into business language for executives
Bring proven frameworks—client health scoring, renewal risk assessment, expansion opportunity identification

Managed complex B2B client relationships for 5+ years (benefits, HR tech, financial services, or SaaS preferred)
Presented to senior leadership and executive audiences
Owned retention and expansion targets with proven track record of 90%+ retention
Built client success frameworks (health scoring, renewal processes, QBR formats)
Used CRM platforms strategically (HubSpot experience preferred)
Operated with autonomy in environments where you defined the "how" based on clear "what" objectives

Customer Success Manager

Key skills