Director, Client Services, Strategic & Enterprise

About Lantern

Lantern is the specialty care platform connecting people with the best care when they need it most. By curating a Network of Excellence comprised of the nation's top specialists for surgery, cancer care, infusions and more, Lantern delivers excellent care with significant cost savings to employers and their workforces. Lantern also pairs members with a dedicated care team, including Care Advocates and nurses, for the entirety of their care journey, helping them get back to good health, back to their families and back to work. With convenient access to specialists nationwide, Lantern means quality care is within driving distance for most. Lantern is trusted by the nation's largest employers to deliver care to more than 6 million members across the country. Learn more about us at lanterncare.com. 

About You:

• You use LOGIC in your decision making and understand that progress is critical to making change. You focus on the execution of your content while balancing a fast-paced environment and you take the time to celebrate both the small & big wins. 
• INCLUSION is a core tenant of your personal beliefs. A diverse and inclusive environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
• You have the GRIT, drive and ambition to tackle big problems. Big problems require big ideas and a team that supports new ideas. 
• You care deeply for your customers are driven to keep HUMANITY in all decisions. Your customers aren’t just the individuals using your product. They are the driving factor in your motivation to make a change.
• Integrity guides you in life. Focusing on the TRUTH vs. giving people the answers they want to hear. 
• You thrive in a Team Environment. Collaboration is key in innovation and creating change.

These pillars of LIGHT are a reminder to our team that we are making a difference by providing guidance and support in navigating the often complex and confusing landscape of healthcare. We hope that through this LIGHT, individuals can find their way to the best care, resources, and support they need to get back to life. 

 

If this sounds like you, we would love to connect to speak further about career opportunities at Lantern.

Please apply to our role & someone from our Talent Acquisition Team will reach out to help you navigate our interview process.

 

Overview

Lantern is on an exciting trajectory of rapid growth!  The Director of Client Services, Strategic & Enterprise will play a vital role in scaling our Client Success team. In this newly created position, the Director will lead a team of Client Success Managers (CSMs) dedicated to our largest employer clients (10,000+ employees). As we grow, this role will shape the future of our Client Service operations, building processes that support both current needs and long-term scalability. 

Our Client Service function—made up of Client Success Managers and the Implementation team—manages all day-to-day client interactions, including implementation, reporting, member escalations, marketing, and advocacy. This structure allows our Client Executives (CEs) to focus on strategic account development and commercial growth.  

The Director will work closely with other Directors (for Emerging and Core segments) and the Director of Implementations. Core responsibilities include managing and developing the CSM team and creating process improvements that enhance our client experience and support Lantern’s growth. 

What you'll do:

Leadership and People Management: 

• Lead, mentor, and manage Client Success Managers to ensure high performance and professional development. 

• Develop and implement strategies to enhance client satisfaction and success across the team. 

• Foster a collaborative and positive team environment focused on achieving client success goals. 

• Assess talent, provide feedback, develop opportunities for career progression for Client Success Managers 

• Manage change within fast-growing or evolving teams, with an ability to guide teams through scaling efforts and structural changes. 

Client Relationship Management: