Mgr, Customer Success

Client Success Manager

Transcarent and Accolade have come together to create the One Place for Health and Care, the leading personalized health and care experience that delivers unmatched choice, quality, and outcomes. Transcarent's AI-powered WayFinding, comprehensive Care Experiences, and Pharmacy Benefits offerings combined with Accolade's health advocacy, expert medical opinion, and primary care, allows us to meet people wherever they are on their health and care journey. Together, more than 20 million people have access to the combined company's offerings. Employers, health plans, and leading point solutions rely on us to provide trusted information, increase access, and deliver care.

Role Overview

The Manager, Client Success is responsible for building strong relationships within Accolade that support process improvement and experimentation, as well as with assigned customers to ensure that the customer's voice is heard and understood. The Client Success Manager ensures the customer experience is consistent with our brand. This individual serves as a trusted resource both internally and externally with extensive knowledge of the customer's business and Accolade's operating model. Their influence ensures we are productively working together to create a mutually successful partnership.

Job Description

A Day in the Life

• Build and own day-to-day customer relationships to proactively manage service delivery expectations with customer, consultant, and other key customer partners.
• Manage and own the customer portfolio revenue retention and growth.
• Responsible for, along with the Director, overall customer performance, including the delivery of customer revenues both fixed and variable.
• Use influence and action to drive results.
• Drive for 100% customer retention.
• Partner with the Director to develop the strategy and execution of renewals, as well as product and membership expansions.
• Take full ownership in shaping and executing renewal strategies to ensure seamless continuation of services.
• Drive growth by proactively identifying and prioritizing membership expansion opportunities that align with customer needs.
• Ensure expansions are not only operationally sound but also strategically positioned to strengthen long-term customer relationships and deliver measurable business outcomes.
• Collaborate cross-functionally to ensure renewal and expansion strategies are executed with precision, driving customer satisfaction and overall account growth.
• Identify product / service expansion opportunities; introduce appropriate internal partners to drive sales, contracting, and implementation activities to drive net new revenue.
• Actively seek out and own opportunities for cross-sell and up-sell across the customer portfolio, ensuring every touchpoint reinforces Transcarent's ability to bring additional value.
• Serve as the connector between customer needs and Transcarent's portfolio of solutions, ensuring the right internal stakeholders are engaged at the right time.
• Lead expansion initiatives from identification through contracting and implementation, ensuring accountability and flawless execution.
• Maintain a strong focus on driving net new revenue growth while also enhancing customer outcomes, making expansion a core part of ongoing partnership success.
• In conjunction with the Director, develop an Annual Customer Strategic Account Plan and successfully execute for each assigned customer.
• Ensure key stakeholders across our organization have accountability for, and visibility into, Accolade's re