Now is the time to join us! 

Who are you?

Are you a strategic leader who thrives in both guiding teams and rolling up your sleeves to support clients directly? Personify Health is seeking a Manager, Client Success to lead a high-performing team of Client Success Managers in delivering exceptional experiences to our Regional Employer and Health System clients. In this player coach role, you’ll combine people leadership with hands-on account management, especially for clients without dedicated delivery support.

You’ll coach and mentor your team to become trusted advisors, collaborate cross-functionally to drive client satisfaction, and play a key role in reducing risk, boosting retention, and supporting growth. Ideal candidates will bring experience in account management, client success, or operations—preferably in SaaS or healthcare and a passion for developing others while delivering measurable value to clients.

In this role you will wear many hats, but your knowledge will be essential in the following:  

• Operational Involvement: Take a hands-on approach in managing client accounts, especially those without dedicated delivery specialist support. This includes directly addressing client needs, resolving issues, and ensuring client satisfaction.
• Client Engagement: Develop and maintain strong relationships with key client stakeholders, understanding their needs and ensuring that Personify Health's solutions meet their expectations.
• Coaching and Mentoring: Foster a culture of continuous improvement by coaching and mentoring CSMs, helping them develop their skills and become trusted advisors to our clients.
• Execution of strategy: Collaborate with the Director of Client Success to execute strategic plans that align with company goals and drive client success.
• Cross-Functional Collaboration: Orchestrate collaborative efforts across departments to deliver a seamless customer journey, driving higher customer satisfaction, Net Promoter Score (NPS), retention, new business growth, and profitability.
• Leadership and Team Development: Leading a team of Client Success Managers supporting a portfolio/book of business in the Regional Employer and Health Systems market. Providing guidance, mentorship, and direction to ensure the success and professional growth of team members.
• Client Risk Management: Ensuring that client risks related to experience, relationship, and retention are captured and action plans are executed to mitigate these risks effectively.
• Adaptability and Collaboration: Being collaborative, fast-moving, and comfortable with change.
• Communication Skills: Exhibiting excellent verbal and written communication skills.
• Client Retention Support: Supporting Client Success in long-term client retention and expansion opportunities.
• Market Trends and Insights: Staying informed about market trends, challenges, and best practices in the Wellbeing industry to ensure our strategies remain competitive and effective.
• Proactive Client Insights: Support Client Success teams in providing proactive, predictive, and prescriptive insights to clients, ensuring they receive sustained quantitative Value of Investment (VOI) and Return on Investment (ROI).
• Operational Excellence: Ensuring swift escalation and quick resolution of issues to maintain high standards of operational efficiency.
• Perform Other Duties as Assigned: Carrying out additional projects as needed.

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

What you bring to the Personify Health team:

In order to represent the best of what we have to offer you come to us with a multitude of positive attributes including:

• Bachelor's degree, or equivalent, in related discipline
• 4+ years of directly related account management, project management and/or operational account support
• Previous experience working directly with clients strongly preferred
• Previous experience working at Personify Health strongly preferred
• Experience working on either (preferably both) a Software as a Service (SaSS) and wellness / wellbeing / health care environment
• Previous experience as a manager is ideal, but not required
• Excellent knowledge and skill using Microsoft Office suite
• Experience with Salesforce
• Experience using Gainsight preferred

You also take pride in offering the following Core Skills, Competencies, and Characteristics:

• Commitment to Completed Work: Clearly assigns responsibility for tasks and decisions. Sets clear objectives and measures. Takes the value of work actually executed into consideration. Monitors process, progress, and results with a focus on final resolution. Influences and navigates the organization to ensure completion.
• Delegation: Clearly and comfortably delegates both routine and important tasks and decisions; broadly shares both responsibility and accountability; tends to trust people to perform; lets direct reports finish their own work.
• Strong Business Acumen: Knows how businesses work; knowledgeable in current and possible future practices, trends, benchmarks, and information affecting their business and organization with ability to translate that to the customer's business. Knows the competition; is aware of how strategies and tactics work in the marketplace.
• Customer Focused: Trusted Advisor mindset. Dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

No candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!

Personify Health is an equal opportunity organization and is committed to diversity, inclusion, equity, and social justice.

In compliance with all states and cities that require transparency of pay, the base compensation for this position ranges up to $100,000. Note that compensation may vary based on location, skills, and experience. This position is eligible for 10% target bonus/variable compensation as well as health, dental, vision, mental health and other benefits.

We strive to cultivate a work environment where differences are celebrated, and employees of all backgrounds are empowered to thrive. Personify Health is committed to driving Diversity, Equity, Inclusion and Belonging (DEIB) for all stakeholders: employees (at each organization level), members, clients and the communities in which we operate. Diversity is core to who we are and critical to our work in health and wellbeing.

#WeAreHiring #PersonifyHealth

Beware of Hiring Scams: Personify Health will never ask for payment or sensitive personal information such as social security numbers during the hiring process. All official communication will come from a verified company email address. If you receive suspicious requests or communications, please report them to talent@personifyhealth.com. All of our legitimate openings can be found on the Personify Health Career Site.