Manager, Client Success

TL;DR

Manager, Client Success (Client Success): Lead and coach a team of Client Success Managers serving a mid-market B2B book of business, owning client retention outcomes and day-to-day execution with an accent on client health KPIs, NPS-driven coaching, and escalation handling. Focus on ensuring SLA-compliant workflows, improving client engagement and renewal execution, and representing Garner in high-stakes client and broker sessions with up to 30% travel.

Location: Remote (occasional travel to HQ)

Salary: $125,000 - $150,000 base (commission eligible)

Company

hirify.global transforms the U.S. healthcare economy by partnering with employers to redesign healthcare benefits using data-driven insights.

What you will do

• Lead, coach, and develop Client Success Managers to drive individual and team performance
• Monitor client health and engagement KPIs, including NPS, and coach direct reports to address gaps and opportunities
• Support complex client and broker relationships, stepping in on escalations and high-stakes conversations
• Ensure consistent execution of key workflows, meeting SLAs, and delivering a high-quality client experience across the mid-market portfolio
• May manage a small book of mid-market client and broker relationships directly
• Improve team workflows, templates, tools, and processes to strengthen engagement, ROI demonstration, and renewal execution

Requirements

• 3–5 years of experience managing a B2B book of business in a client success or account management capacity
• At least 2–3 years of people management experience
• Experience in the healthcare and benefits industry is preferred
• Proven ability to navigate complex client and broker relationships, manage escalations, and drive retention outcomes
• Data-driven mindset with experience using performance data to identify trends and coach to gaps
• Strong written and verbal communication with executive presence for senior client and broker settings

Culture & Benefits

• Flexible PTO
• Medical/Dental/Vision plan options
• 401(k)
• Teladoc Health
• Equity incentive and competitive benefits plans
• Remote work with occasional travel to HQ (up to 30%)