Top Customer Success & Experience Jobs in Boston, MA

Lead and coach a team of Client Success Managers for mid-market accounts (250-999 lives). Monitor team KPIs and client health, handle escalations, ensure SLAs, manage a small book of clients as needed, improve workflows and processes, partner cross-functionally, and represent the company in client meetings (up to 30% travel). Focus on retention, engagement, and team performance.

Manage and grow Garner's small-group employer clients (25–250 lives) by retaining and upselling accounts, advising on plan design and cost trends, monitoring client health, building broker relationships, and partnering with finance, product, data, and technology teams to demonstrate ROI and drive Net Revenue Retention and other KPIs.

Lead retention and upsell for jumbo employer clients (5,000+ lives), acting as a trusted strategic partner on plan design and cost management. Manage client and broker relationships, monitor client health, resolve strategic issues, and collaborate with account managers and product/data teams to deliver customized ROI reports.

The Strategic Accounts Director manages relationships with large employer clients, focusing on retention, upselling, and ensuring excellent client experiences while driving performance and key metrics.

Manage a high-volume small-market book (50-75 accounts, ≤250 lives) to drive engagement, satisfaction, and retention. Own day-to-day client and broker relationships, track KPIs, execute engagement plans, manage concurrent projects, triage issues cross-functionally, lead client meetings and presentations, and travel up to 20% for in-person sessions.

Provide front-line member support via phone, chat, and email; educate members on benefits and claims; steer members to high-quality, low-cost care; deescalate sensitive conversations; collaborate cross-departmentally; escalate feedback; maintain HIPAA and data security compliance.