Client Success Manager - Wellbeing

Overview

Now is the time to join us! 

 

We’re Personify Health. We’re the first and only personalized health platform company to bring health, wellbeing, and navigation solutions together. Helping businesses optimize investments in their members while empowering people to meaningfully engage with their health. At Personify Health, we believe in offering total rewards, flexible opportunities, and a diverse inclusive community, where every voice matters. Together, we’re shaping a healthier, more engaged future.

Responsibilities

Who are you?

Are you a passionate client success professional with a talent for building strong relationships and delivering exceptional results? In this role, you’ll take ownership of guiding clients through wellbeing program planning and execution, ensuring best-practice design and flawless implementation. You’ll manage day-to-day account activities, collaborating with cross-functional teams to drive client satisfaction and success. Additionally, you’ll support Expansion, Strategic Accounts, and Sales teams in identifying growth opportunities. As a trusted partner, you’ll leverage your expertise to enhance client retention, foster revenue growth, and strengthen relationships—ensuring clients see you as a key resource and advocate.

 

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

Client Consultation and Management

• Lead the retention, growth, and onboarding efforts for a portfolio of clients, ensuring long-term success.
• Monitor and fulfill client contractual obligations, proactively identifying and mitigating risks.
• Maintain comprehensive knowledge of client goals and expectations to provide tailored recommendations and effective responses to inquiries.
• Build and nurture strong relationships with clients, consultants, brokers, and influencers to drive program success and expansion.
• Effectively communicate product roadmaps and engagement solutions with enthusiasm and clarity.
• Conduct client reviews, analyze performance data, and develop strategic action plans to align with client objectives.
• Advocate for clients, collaborating with internal teams to deliver strategies that meet requirements and enhance offerings.
• Stay informed on industry trends, competitors, and the wellness and health navigation landscape.
• Troubleshoot and resolve client issues, escalating complex problems to management as needed.

Program Management and Service Delivery

• Maintain and update internal client management tools (e.g., Gainsight, Salesforce, Confluence, Jira) for assigned accounts.
• Design and execute tailored engagement plans based on client organizational needs and environments.
• Collaborate with the Client Delivery Team to manage key operational processes, including eligibility specifications, data integration, and program information accuracy.
• Provide clients with comprehensive communication plans, training, and ongoing support for program activities and materials.
• Monitor program engagement, making data-driven adjustments to optimize outcomes.
• Deliver reports on incentive delivery and program performance, addressing utilization-based services.
• Contribute to special projects as assigned.

Project Management

• Partner with the Project Management Team to ensure successful new client implementations.
• Develop and oversee year-round client program plans, maintaining focus on quality and timely delivery.
• Manage day-to-day account activities, coordinating efforts with internal teams, including Client Delivery, Client Solutions, and Business Analysts.
• Actively gather and act on client feedback to ensure program success and satisfaction.
• Ensure all program components are delivered on time and meet quality standards.

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.

Qualifications

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
• 3+ years of direct account management work, which includes primary accountability of the overall account relationship with SMB and regional revenue clients
• Background in consulting, wellness, health insurance, healthcare, navigation and/or related field
• Excellent kno