Manager, Strategic Account Management - Client Success

About the Role

We’re seeking an entrepreneurial, strategic mindset, and highly consultative Manager, Client Success to join our rapidly growing team. In this role, you will serve as the primary owner of long-term client success, responsible for driving measurable impact and outcomes, expanding solutions, increasing product adoption, and ensuring strong client health across your portfolio. You will act as a trusted advisor who deeply understands your clients’ business goals, proactively identifies risks and opportunities, and leverages data-driven insights to influence decisions. This is an ideal opportunity for a high-performing professional with exceptional relationship-building capabilities, a passion for client advocacy, and a proven track record of delivering retention, satisfaction, and revenue growth in complex, large-market organizations. Core competencies for this role include: creating measurable client value and ROI; driving deep product adoption and renewals/expansion; data fluency and strategic insight generation; proactive, consultative advisory; multi-threaded executive relationship building and advocacy; cross-functional leadership and operational governance; and a strong ownership, accountability, and high-velocity execution mindset in a fast-paced environment.

What You'll Do

• Drive Client Outcomes & Value
  • Deliver measurable client value by aligning solutions to client goals, KPIs, and performance expectations.
  • Develop and execute a client value plan aligned to business goals, KPIs, and ROI commitments.
  • Establish ongoing value storytelling that communicates measurable outcomes to executives and stakeholders.
  • Build a deep, strategic understanding of each client’s business, objectives, competitive environment, and stakeholder landscape.
  • Ensure clients adopt, engage with, and love the full product suite—driving utilization, satisfaction, and impact.
  • Lead retention and expansion initiatives, driving revenue through long-term partnership growth.
  • Proactively prevent and detect issues before they escalate, safeguarding client health and product engagement.
  • Own adoption strategies across the full Transcarent | Accolade product suite, driving predictable utilization and impact, not just reporting on usage.
  • Build and maintain client-specific value plans that tie solutions directly to client KPIs, performance guarantees, and ROI commitments, and proactively course-correct when off-track.
• Leverage Strong Expertise in Client Data and Strategy
  • Analyze and communicate insights related to KPIs, engagement patterns, claims trends, and ROI to drive data-backed decisions.
  • Synthesize client KPIs, engagement trends, claims insights, and business performance into a cohesive narrative that drives strategic decisions.
  • Continuously monitor leading indicators to forecast risks and identify emerging opportunities.
  • Stay informed on each client’s business performance, leadership changes, and industry news to anticipate shifts and opportunities.
  • Create clear data narratives that connect engagement, claims, and clinical outcomes to business impact for executive and operational audiences.
  • Translate complex data into clear, actionable insights for client stakeholders at all levels.
  • Use leading indicators and forecasting to anticipate risks and opportunities, not just explain past performance.
• Be Consultative & Proactive
  • Develop a consultative POV grounded in industry trends, benchmarking, and best practices to guide client strategy – coming to meetings with recommendations, not just updates.
  • Serve as a strategic advisor who anticipates needs, shapes client roadmaps, and influences executive-level decisions.
  • Anticipate client needs and questions before they arise, bringing thoughtful recommendations, not just updates.
  • Detect early warning signs (e.g., declining usage, low engagement) and take swift, strategic action.
  • Lead structured root-cause analyses for client issues; define and drive long-term, systemic fixes that prevent recurrence rather than one-off patches.
  • Share best practices, industry learnings, and expertise to enhance client strategy and outcomes.
• Create Strong, Multi-Threaded Relationships
  • Build strong, multi-level relationships that unlock strategic access, enable influence, and foster deep advocacy across client organizations, including:
    • Executive Leadership
    • Day-to-Day Partners
    • Influencers & Champions
    • External Consultants
  • Foster advocacy by ensuring clients see and feel consistent value, ultimately turning them into brand champions.
  • Intentionally convert satisfied stakeholders into visible advocates, references, and executive sponsors.
  • Secure client references, testimonials, and participation in market-facing opportunities.
• Execute Operational Excellence with Precision
  • Maintain rigorous operational governance, including CRM accuracy, risk registers, playbooks, and structured preparation for all client interactions.
  • Drive internal alignment by delivering clear, data-backed insights to influence product, marketing, clinical, and operational roadmaps.
  • Establish clear communication channels and ensure timely, reliable follow-through on all commitments.
  • Maintain disciplined issue tracking, risk management, and escalation processes.
  • Provide strategic feedback to cross-functional partners (Product, Marketing, Operations, Clinical) to influence roadmap and service improvements.
  • Own cross-functional coordination across Implementation, Solutions, Product, Clinical, and Marketing to deliver a unified client strategy and roadmap.
  • Establish and maintain disciplined governance: structured QBR/SBR cadences, CRM hygiene, risk and issue logs, and clear decision/owner tracking that can be replicated across accounts.
• Drive Growth, Renewals & Client Expansion
  • Lead renewal and expansion strategies end-to-end, including identifying whitespace, shaping solution design, and partnering with Sales to close multi-year, multi-solution deals.
  • Co-create multi-year roadmaps with clients that tie Transcarent platform expansion to their long-term cost, quality, and experience strategy.
  • Identify strategic whitespace opportunities and execute consultative expansion plans that deepen partnership value.
  • Identify and execute on expansion opportunities through consultative, client-centric sales motions.
  • Deliver compelling presentations and facilitate executive-level engagements to communicate value and strategy.
  • Support marketing and engagement strategies to drive member participation and utilization.

What We’re Looking For

• Experience & Expertise
  • 10+ years in Account Executive, Client Success, or Strategic Account roles; 8-12 years in Health Plans, PBMs, benefits, or employer healthcare required.
  • Deep understanding of employer healthcare, PBMs, health plans, and digital health / navigation solutions, and how they fit together into a cohesive benefits strategy.
  • Demonstrated record of measurable client value creation, retention, and revenue growth (renewals, upsell, cross-sell) in complex, large-market environments.
  • Proven track record leading renewals and expansions for large, complex employer or health plan clients, including multi-year, multi-solution deals.
  • Experience serving as a trusted advisor to senior and C-suite stakeholders.
• Skills & Competencies
  • Demonstrated ability to build and execute client-specific value plans tied to KPIs, PGs, and ROI, and to adjust strategy based on results.
  • Proven success driving adoption and impact across a multi-solution platform (e.g., navigation, care experiences, EMO, pharmacy) – not just managing to utilization targets.
  • Strong commercial acumen and comfort leading renewal, upsell, and expansion discussions in partnership with Sales.
  • Advanced data fluency: can interpret financial, clinical, and engagement data, forecast risks, and tell a compelling story to executives using KPIs and leading indicators.
  • Ability to synthesize data, trends, and client context into clear strategic recommendations and POVs tailored to each audience.
  • Highly consultative and proactive, bringing forward recommendations, scenarios, and options— not just reporting status.
  • Structured root-cause problem solver who documents issues, leads cross-functional remediation, and implements durable fixes while actively managing risk.
  • Deep and current industry knowledge across employer benefits, PBMs, health plans, and digital health; leverages best practices to elevate client strategy.
  • Expert at multi-threaded relationship building across day-to-day partners, executives, and consultants; comfortable facilitating high-stakes executive meetings.
  • Strong influence and advocacy-building skills; able to turn skeptical stakeholders into champions and secure references and testimonials.
  • Demonstrated cross-functional leadership, aligning Implementation, Solutions, Product, Clinical, and Marketing around clear client objectives.
  • High operational discipline with regard to governance, documentation, CRM hygiene, and meeting rigor.
  • Outstanding written and verbal communication with strong executive presence; able to simplify complexity and drive decisions in high-stakes settings.
  • Strong sense of ownership and accountability for client outcomes; takes responsibility for commitments and drives issues to resolution.
  • High agility and adaptability; thrives in a dynamic, high-growth environment and can reprioritize quickly while maintaining quality.
  • Disciplinary excellence in prioritization, issue management, and cross-functional execution.
  • Proficiency with CRM platforms (Salesforce strongly preferred).
• Additional Requirements
  • Ability to manage multiple priorities and deadlines in a dynamic, high-growth setting.
  • Willingness to travel at least 30%, including overnight travel.
  • Bachelor’s degree in Business or related field required.