Manager, Client Success

About the role:

We are seeking a Manager, Client Success to join our Client Success team. This role will report to the Director, Client Success (Silver / mid-market). The Manager, Client Success is a people-first leadership role responsible for coaching and developing a team of Client Success Managers who serve our mid-market book of business (250–999 lives). As a frontline manager, you will be accountable for your team's performance, client retention outcomes, and day-to-day execution across a high-volume portfolio. In addition to leading your team, you may carry a small book of business, maintaining direct client and broker relationships to stay close to the work and support your team by example. By combining strong people leadership with hands-on client expertise and cross-functional partnership, this role directly impacts client satisfaction, engagement, and long-term retention.

Where you will work:

Garner is headquartered in NYC, but this position is available for individuals who are comfortable with remote work and occasional travel to HQ.

What you will do:

• Lead, coach, and develop a team of Client Success Managers, providing timely feedback, clear direction, and active support to drive individual and team performance
• Monitor team-level client health, engagement KPIs, NPS, and identifying performance patterns and coaching direct reports to address gaps and capitalize on opportunities
• Support your team in navigating complex client and broker relationships, stepping in on escalations and high-stakes conversations as needed
• Ensure your team is consistently executing key workflows, meeting SLAs, and delivering a high-quality client experience across the mid-market portfolio
• May own and manage a small book of mid-market client and broker relationships directly, ensuring a consistently high-quality client experience
• Proactively flag capacity issues and team-level risks to leadership, escalating people and client issues before they fall off track
• Contribute and execute recommendations to improve team workflows, templates, tools, and processes that support client engagement, ROI demonstration, and renewal execution
• Represent Garner in virtual and in-person client-facing sessions, including travel up to 30% of the time

The ideal candidate has:

• 3–5 years of experience managing a B2B book of business in a client success or account management capacity, preferably in the healthcare and benefits industry, with at least 2-3 years of people management experience
• Demonstrated ability to lead, coach, and develop early-career and mid-level ICs, with a track record of building high-performing teams in a fast-paced environment
• Strong client management expertise, including experience navigating complex client and broker relationships, managing escalations, and driving retention outcomes
• Data-driven mindset, with the ability to use team-level performance data to identify trends, coach to gaps, and support direct reports in building compelling client narratives
• Excellent project management and organizational skills, with the ability to manage competing priorities across both people leadership and client responsibilities
• Strong communication skills, written and verbal, with the executive presence to represent Garner effectively in senior client and broker settings
• A proactive, solutions-oriented approach and a passion for delivering an outstanding client experience in a high-volume, high-accountability environment
• A desire to be a part of a high-performing, mission-driven team that operates with intense urgency, a strong sense of individual accountability, and a commitment to authentic feedback

This is a unique opportunity to join a fast-growing company in a transformative role, helping shape the future of healthcare.

Compensation Transparency:

The base salary range for this position is $125,000 - $150,000. This position is also commission eligible. Individual compensation for this role will depend on various factors, including qualifications, skills, and applicable laws. In addition to base compensation, this role is eligible to participate in our equity incentive and competitive benefits plans, including but not limited to: flexible PTO, Medical/Dental/Vision plan options, 401(k), Teladoc Health and more.