Client Success Manager

Overview

Turn strong client relationships into lasting partnerships and meaningful growth; join Carenet Health as a Client Success Manager!

This is an onsite role reporting to our Woodstone, San Antonio, Texas office.

About Carenet Health

Carenet Health is a San Antonio based healthcare engagement company, and we are growing fast. For more than 30 years we have helped health plans, health systems and healthcare companies engage their members and patients at every step of their journey. Today we serve more than 500 clients, we have grown 500%, and we have delivered 18 straight years of profitability. We operate multiple nearshore and offshore locations alongside our U.S. teams. Our services span member and patient engagement, contact center and BPO services, clinical support and nurse advice, telehealth, advocacy and navigation, patient access and scheduling, and digital and AI-enabled engagement. With Invene and Orbita now part of Carenet, we also bring healthcare data, AI and conversational technology to the table.

Why This Role Matters

At Carenet Health, Client Success is about more than managing accounts. It's about understanding what matters most to our clients, helping them realize measurable value, and finding new ways to strengthen and grow the partnership.

We're looking for an experienced Client Success Manager to own a portfolio of client relationships and drive retention, expansion, and overall client success. You'll serve as a trusted advisor to your clients, translate their priorities into action, and bring together teams across Carenet to deliver solutions and outcomes that make an impact.

This is an ideal opportunity for someone who combines relationship-building skills with strong business and commercial acumen and enjoys taking ownership of the health and growth of their accounts.

If you're energized by building trusted relationships, solving meaningful client challenges, and uncovering opportunities to help customers and the business grow, we'd love to hear from you.

What You'll Do

Own and Grow Client Relationships

• Serve as the primary point of contact and trusted advisor for an assigned portfolio of clients.
• Take ownership of client retention, renewals, account health, and growth.
• Build strong relationships with client stakeholders to understand their goals, priorities, challenges, and evolving needs.
• Develop and execute strategic account plans that strengthen engagement and create opportunities for continued growth.

Drive Retention and Expansion

• Proactively manage renewals and identify risks that could impact retention or long-term partnership success.
• Grow existing business by increasing utilization, deepening adoption, optimizing pricing, and expanding current products and services.
• Identify opportunities for new products, services, use cases, or client divisions that may fall outside the current engagement.
• Partner with Sales to provide qualified opportunities and warm introductions while ensuring a seamless client experience.
• Participate in joint account planning with Sales to align client engagement and growth strategies.

Demonstrate and Deliver Client Value

• Lead client onboarding, Quarterly Business Reviews (QBRs), strategic discussions, and ongoing engagement.
• Connect client priorities to measurable business value and help clients maximize the impact of Carenet's solutions.
• Monitor account health and performance indicators, identify emerging risks or opportunities, and translate insights into action.
• Navigate complex client situations and coordinate resources to drive effective resolution.

Lead Across the Organization

• Partner closely with Sales, Product, Operations, Support, and Delivery to advance client priorities.
• Advocate for client needs while balancing commercial goals and business objectives.
• Maintain accurate account plans, CRM documentation, client insights, and portfolio reporting.
• Track retention, renewal, expansion, and account performance and take action to continuously improve results.

How Success Will Be Measured

Success in this role will be reflected through:

• Strong client retention and renewal performance
• Expansion and growth within existing client relationships
• Net Revenue Retention (NRR) and contribution to account growth goals
• Client satisfaction, relationship strength, and overall account health
• Effective QBRs and value realization conversations
• Timely and successful renewal execution
• Quality of new opportunities identified and transitioned to Sales
• Strong cross-functional coordination and execution
• Accurate and actionable account planning, CRM documentation, and reporting

What You Bring

• 3-5 years of experience in Client Success, Account Management, Customer Management, Consulting, Business Operations, or another client-facing environment
• Demonstrated success managing client relationships with responsibility for retention and growth
• Strong business acumen with the ability to connect client priorities to measurable business value
• Confidence communicating with and influencing senior client stakeholders
• Experience leading client reviews, renewals, and strategic account discussions
• Strong analytical skills and the ability to turn account data and insights into action
• Experience navigating complex client situations and coordinating across multiple internal teams
• Strong presentation, negotiation, communication, and relationship management skills
• Advanced proficiency with CRM platforms and client management processes
• Bachelor's degree preferred, but not required

Even Better If You Have

• Experience in healthcare, BPO, SaaS, or professional/services-oriented environments
• Exposure to commercial planning, revenue growth initiatives, or customer lifecycle management
• Experience partnering with Sales teams on account expansion and new business opportunities