Sr Client Success Manager

Senior Client Success Manager

Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve.

Role Summary

The Senior Client Success Manager is responsible for overseeing the execution of implementation and onboarding for new and renewing Large Local and National clients. This role ensures seamless transitions from Sales to Operations, acting as the primary point of accountability, ensures stakeholder alignment, manages escalations, and leads cross-functional teams throughout all onboarding activities.

Key Responsibilities

Lead cross-functional teams to deliver timely and accurate benefit setups and product integrations for Large IBX clients.

Manage onboarding timelines, deliverables, and risk tracking for assigned clients.

Act as escalation point for complex implementations and client concerns.

Partner with Sales and Product to ensure client intent is captured and delivered.

Monitor KPIs and drive continuous improvement in onboarding processes.

Lead strategic planning and risk mitigation efforts across programs.

Required Skills & Experience

5–7 years in client-facing health payer, account management, program or implementation management roles.

Foundational knowledge in Large Group Health payer functions from client intent capture through to ID cards.

Experience managing teams and cross-functional initiatives.

Strong client engagement and stakeholder communication skills.

Operational and compliance knowledge with a strategic mindset.

Advanced Microsoft Office proficiency.

Travel may be required.

Bachelor's degree required or equivalent years of experience.

Hybrid

Independence has implemented a "Hybrid" model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the "Hybrid" model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.