Manager, Strategic Account Management- Client Success

We’re seeking an entrepreneurial, strategic mindset, and highly consultative Manager, Client Success to join our rapidly growing team. In this role, you will serve as the primary owner of long-term client success, responsible for driving measurable impact and outcomes, expanding solutions, increasing product adoption, and ensuring strong client health across your portfolio. You will act as a trusted advisor who deeply understands your clients’ business goals, proactively identifies risks and opportunities, and leverages data-driven insights to influence decisions. This is an ideal opportunity for a high-performing professional with exceptional relationship-building capabilities, a passion for client advocacy, and a proven track record of delivering retention, satisfaction, and revenue growth in complex, large-market organizations. Core competencies for this role include: creating measurable client value and ROI; driving deep product adoption and renewals/expansion; data fluency and strategic insight generation; proactive, consultative advisory; multi-threaded executive relationship building and advocacy; cross-functional leadership and operational governance; and a strong ownership, accountability, and high-velocity execution mindset in a fast-paced environment.

 

What you’ll do:

Drive Client Outcomes & Value

• Deliver measurable client value by aligning solutions to client goals, KPIs, and performance expectations.
• Develop and execute a client value plan aligned to business goals, KPIs, and ROI commitments.
• Establish ongoing value storytelling that communicates measurable outcomes to executives and stakeholders.
• Build a deep, strategic understanding of each client’s business, objectives, competitive environment, and stakeholder landscape.
• Ensure clients adopt, engage with, and love the full product suite—driving utilization, satisfaction, and impact.
• Lead retention and expansion initiatives, driving revenue through long-term partnership growth.
• Proactively prevent and detect issues before they escalate, safeguarding client health and product engagement.
• Own adoption strategies across the full Transcarent | Accolade product suite, driving predictable utilization and impact, not just reporting on usage.
• Build and maintain client-specific value plans that tie solutions directly to client KPIs, performance guarantees, and ROI commitments, and proactively course-correct when off-track.

Leverage Strong Expertise in Client Data and Strategy

• Analyze and communicate insights related to KPIs, engagement patterns, claims trends, and ROI to drive data-backed decisions.
• Synthesize client KPIs, engagement trends, claims insights, and business performance into a cohesive narrative that drives strategic decisions.
• Continuously monitor leading indicators to forecast risks and identify emerging opportunities.
• Stay informed on each client’s business performance, leadership changes, and industry news to anticipate shifts and opportunities.
• Create clear data narratives that connect engagement, claims, and clinical outcomes to business impact for executive and operational audiences.
• Translate complex data into clear, actionable insights for client stakeholders at all levels.
• Use leading indicators and forecasting to anticipate risks and opportunities, not just explain past performance.

Be Consultative & Proactive

• Develop a consultative POV grounded in industry trends, benchmarking, and best practices to guide client strategy – coming to meetings with recommendations, not just updates.
• Serve as a strategic advisor who anticipates needs, shapes client roadmaps, and influences executive-level decisions.
• Anticipate client needs and questions before they arise, bringing thoughtful recommendations, not just updates.
• Detect early warning signs (e.g., declining usage, low engagement) and take swift, strategic&