Client Success Manager, Patch Caregiving

Patch Caregiving is seeking a Sr. Client Success Manager to manage and serve clients, ensuring satisfaction, retention, and growth of employers offering Patch as an employee benefit. You will act as a trusted advisor to HR/Benefit Leaders, communicating the value of Patch, responding to client needs, and working strategically to meet client and business goals.

Responsibilities will include:

• Manage a portfolio of client accounts, developing strategic and tactical plans to drive satisfaction, retention, and growth
• Advocate for clients within Patch and Wellthy, ensuring feedback is communicated and addressed
• Collaborate with team members to align on Patch and Wellthy business objectives
• Develop and implement creative retention strategies to minimize client churn
• Work with growth and sales teams to identify opportunities for account expansion and maximize revenue
• Lead communications, including quarterly business reviews, client meetings, events, and project plans
• Oversee renewal efforts and initiatives for growth within the existing client base
• Plan and execute engagement programs to inform and educate employees about Patch’s solutions
• Establish and track performance metrics to assess client initiatives and drive continuous improvement
• Support strategic initiatives aligned with Client Success and Wellthy business goals
• Foster cross-functional collaboration to enhance the client and sponsored member experience
• Commit to continuous learning and develop subject matter expertise in strategic areas
• Use data and analytics to assess client engagement and satisfaction, preparing regular reports on success metrics and KPIs
• Stay informed about product updates, features, and industry trends to communicate value to clients
• Positively impact company culture through active participation and contribution
• Travel up to 20% of the year to support client events, site launches, and strategic meetings

You’re a great fit if you:

• Have 5-7 years of experience in Client Success, Account Management, marketing, or program management
• Demonstrate intelligence, attention to detail, and a natural aptitude for nurturing relationships
• Possess strong follow-up and project management skills, enabling seamless cross-functional collaboration
• Engage effectively with both junior and senior partner contacts
• Communicate exceptionally well, comfortable with group presentations and crafting compelling narratives and visuals
• Are inquisitive, eager to learn new skills, and stay current with emerging technologies
• Thrive in fast-paced environments and achieve objectives efficiently
• Are comfortable analyzing and cleaning data, and using it to create presentations and collateral

Preferred qualifications:

• Experience in Client Success focused on frontline workforces (manufacturing, healthcare, logistics)
• Proficient in Excel, Google Sheets, and PowerPoint/Slides

Total Compensation

The starting salary range is $95,000-$115,000 per year.

Additional benefits include:

• Remote work environment
• Medical, dental, and vision benefits within 30 days of hire
• Retirement savings account with matching company contributions
• Mental health benefits
• 15 days paid vacation, plus two additional days for each subsequent year (up to 25 days)
• Mental Health, Sick, and Caregiving Days
• Professional development initiatives for growth
• Generous parental leave (maternal and paternal) during a new child’s first year (birth or adoption) and pregnancy loss leave