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Papa is seeking a Senior Manager of Client Success to own the success, retention, and growth of a portfolio of health plan clients. This is a highly client-facing role that goes beyond traditional relationship management, requiring end-to-end accountability for client outcomes in partnership with operational, analytical, and cross-functional teams.
Key responsibilities include serving as the primary relationship owner for health plan clients, developing deep understanding of each client's goals, contract terms, and performance expectations. You will lead recurring client meetings and executive business reviews, maintain accountability for client performance including retention and satisfaction, and identify client risks and performance gaps while creating clear plans to address them.
The role requires partnering across Operations, Product, Analytics, and other teams to resolve operational issues, using data and reporting to evaluate performance and identify trends, and developing actionable recommendations for both clients and internal teams. You will also identify and execute opportunities to expand client relationships through additional services, programs, or populations.
Successful candidates will be equally comfortable presenting to senior client stakeholders, analyzing performance data, troubleshooting operational issues, and bringing together internal teams to drive solutions. The position requires 8+ years of experience in client success, account management, partnerships, consulting, strategy, operations, or similar client-facing roles, with proven ability to manage senior client relationships and deliver strong business results.
Key competencies include complex problem-solving and analytical reasoning to synthesize performance data and turn insights into strategic solutions; emotional intelligence and stakeholder management to build trust and navigate high-stakes discussions; agile context switching between executive strategy and operational execution; and sustained focus to manage multiple client accounts and initiatives simultaneously. Experience with health plans, employers, healthcare organizations, or B2B clients is preferred, as is background in consulting, business operations, strategy, or managing performance metrics and service operations.
