Client Success Manager

Job Description

Job Summary

Reporting to the CEO, the Client Success Manager is responsible for strengthening client relationships, driving retention and satisfaction, and identifying opportunities for growth. The role ensures clients achieve maximum value from Walrus solutions while supporting the company’s broader strategic and revenue goals.

The ideal candidate is an enthusiastic, creative, and experienced leader who drives the financial success and brand reputation of Walrus Health by consistently exceeding client expectations and cultivating relationships that transform satisfied clients into loyal advocates who are willing to serve as references.

Position Responsibilities

• Drive client trusted relationships leading to customer loyalty, retention and growth.
• Ensure that Walrus products and services meet guarantees, service level agreements and contract terms.
• Institute standard operating procedures for consistent service delivery.
• Keep senior management informed of client issues.
• Partner with internal teams to create products that meet client’s needs..
• Quarterly and annual review meetings: 
• Schedule client meetings and internal prep meetings.
• Work with Walrus’ data lead throughout the quarter to ensure that engagement activities, revenue, savings and member communications meet company goals.
• Perform quality checks on reports.
• Send meeting minutes in a timely manner.
• Lead onboarding of new clients
• Conduct kick off meetings.
• Prepare onboarding check lists and get clients sign off.
• Get contracts executed.
• Lead stand-up meetings.
• Respond to client emails in a timely manner.
• Train and mentor new hires as needed.
• Participate in internal meetings as needed.
• Communicate all client requirements and updates to internal departments.
• Establish and maintain professional relationships with consultants. 
• Assist with grievance resolutions as needed.
• Comply with all training and compliance requirements. 
• Prepare business plans that are aligned with company goals and objectives.

Requirements

Qualifications and Skills

• Bachelor's degree; Master’s degree preferred.
• A minimum of 3 years servicing clients (healthcare industry preferred) with a demonstrated track record of high customer satisfaction.
• Excellent time management skills with a track record of meeting deadlines.
• Strong written, verbal communication, and listening skills and is comfortable in the virtual setting.
• Engaging presentation skills with experience in developing and delivering reports to internal and external senior management executives.
• Must have a home office set up and willingness to travel up to 25% of the time.

Benefits

Benefits

• Remote position with some travel possible
• Unlimited time off
• Health insurance
• Excellent company culture