Manage retention, growth, and overall success of a complex client portfolio.
Develop deep, trusted relationships at all levels, including executive leadership.
Act as a strategic advisor by understanding client goals, workforce challenges, and wellness priorities.
Provide consultative guidance and develop customized solutions for workplace health and organizational issues.
Analyze performance metrics to inform strategy and recommend improvements to client outcomes.
Lead ongoing success planning, ensuring clear goals, milestones, and measurable results.
Identify and execute renewal, upsell, and expansion opportunities.
Support issue escalation management and partner with service delivery teams to manage account profitability.
Collaborate cross-functionally (Sales, Product, Leadership) to represent the client’s perspective.
Participate in proposal development, negotiate contracts, and close renewal or expansion agreements.

Undergraduate degree in Business, Human Resources, Health Sciences, or related field
5+ years of experience in Customer Success, Account Management, or a client‑facing relationship role
Proven experience managing complex client portfolios and executive stakeholders
Strong consultative, analytical, and negotiation skills
Excellent organizational skills with strong attention to detail and follow‑through
Proficiency with Microsoft Office (Outlook, Teams), CRM platforms, and related tools

Senior Customer Success Manager

Key skills