Client Success Manager - West

As a Client Success Manager at Modern Health, your primary responsibility is to manage large-scale employer relationships from launch through contract renewal. This includes partnering with Fortune 100 companies to drive product adoption, engage HR executives, and ensure client retention. You will also leverage data to provide strategic recommendations and lead the execution of customized wellness programs, thereby enhancing the overall customer experience.

Candidates for the Client Success Manager role at Modern Health should ideally have at least 5 years of experience managing B2B client relationships, preferably within the HR or benefits space. Strong interpersonal skills, a keen ability to analyze data and make actionable recommendations, as well as a passion for mental health and well-being, are also essential qualifications for this role.

Modern Health supports its Client Success Managers through continuous training and development opportunities, fostering a collaborative and transparent work culture. You will work closely with cross-functional teams, such as Product and Sales, providing the necessary resources and backing to advocate for client needs and drive successful adoption of our mental health solutions.

The Client Success Manager at Modern Health enjoys a comprehensive benefits package, including medical, dental, and vision insurance, generous paid time off, and access to mental health resources through our platform. Additionally, there are professional development stipends, wellness stipends, and opportunities for equity participation, making it an attractive package for prospective candidates.

Modern Health boasts a unique culture that prioritizes high empathy and high accountability. As a Client Success Manager, you will be part of a supportive environment that encourages collaboration, transparent communication, and continuous feedback. The culture is designed to uplift team members, celebrate successes, and maintain a bias towards action, ensuring a dynamic work atmosphere.

To build strong relationships as a Client Success Manager, I would focus on understanding the unique needs of each client by actively listening and engaging with key stakeholders. Building trust through consistent communication and delivering results aligned with their goals would be essential. I believe in regularly sharing insights and progress to keep clients informed and empowered.

In handling a dissatisfied client, I would first listen to their concerns without interruption to understand the underlying issues. I would then empathize with their feelings and reassure them that their feedback is valued. By collaborating to find actionable solutions tailored to their needs, I can turn a negative situation into a positive outcome.

Absolutely! In my previous role, I analyzed user engagement data to identify trends in product usage among a key client. By presenting these insights, I was able to recommend tailored enhancements to their program, which resulted in increased employee participation and satisfaction.

Empathy is crucial for a Client Success Manager. It enables me to understand clients' emotional and business needs better and craft solutions that truly meet their concerns. This mindset fosters stronger relationships and creates a partnership built on trust and mutual respect, which is especially important in the mental health space.

When managing multiple clients, I prioritize tasks by assessing urgency and impact. I use project management tools to set clear deadlines, and I regularly review client health metrics to identify any potential risks. This organized approach ensures that I meet client needs effectively without compromising on service quality.

I am genuinely passionate about mental health solutions because I believe that well-being is fundamental to productivity and happiness. Modern Health’s approach of combining various resources into a unified platform resonates deeply with my vision of making mental health support accessible and effective for everyone.

I prioritize open communication and regular alignment meetings with cross-functional teams. By fostering a sense of partnership with Product, Sales, and Clinical Care, I ensure that we are all working towards a common goal when addressing client needs and improving our offerings.

Key performance indicators for a Client Success Manager would include client retention rates, product adoption metrics, client satisfaction scores, and engagement levels within the client’s workforce. Monitoring these indicators can help gauge success and identify areas for improvement.

In my past roles, I have led client onboarding processes by developing tailored plans that include training sessions, resource allocation, and ongoing support. My goal has always been to make this transition as smooth as possible, ensuring clients feel supported right from the start.

One of the most challenging aspects can be managing multiple client expectations in a fast-paced environment. However, I believe that with effective communication and a proactive mindset, it is possible to navigate these challenges and still deliver exceptional service.