Manager, Strategic Account Management- Client Success

Drive Client Outcomes & Value

• →Deliver measurable client value by aligning solutions to client goals, KPIs, and performance expectations.
• →Develop and execute a client value plan aligned to business goals, KPIs, and ROI commitments.
• →Establish ongoing value storytelling that communicates measurable outcomes to executives and stakeholders.
• →Build a deep, strategic understanding of each client’s business, objectives, competitive environment, and stakeholder landscape.
• →Ensure clients adopt, engage with, and love the full product suite—driving utilization, satisfaction, and impact.
• →Lead retention and expansion initiatives, driving revenue through long-term partnership growth.
• →Proactively prevent and detect issues before they escalate, safeguarding client health and product engagement.
• →Own adoption strategies across the full Transcarent | Accolade product suite, driving predictable utilization and impact, not just reporting on usage.
• →Build and maintain client-specific value plans that tie solutions directly to client KPIs, performance guarantees, and ROI commitments, and proactively course-correct when off-track.

Leverage Strong Expertise in Client Data and Strategy

• →Analyze and communicate insights related to KPIs, engagement patterns, claims trends, and ROI to drive data-backed decisions.
• →Synthesize client KPIs, engagement trends, claims insights, and business performance into a cohesive narrative that drives strategic decisions.
• →Continuously monitor leading indicators to forecast risks and identify emerging opportunities.
• →Stay informed on each client’s business performance, leadership changes, and industry news to anticipate shifts and opportunities.
• →Create clear data narratives that connect engagement, claims, and clinical outcomes to business impact for executive and operational audiences.
• →Translate complex data into clear, actionable insights for client stakeholders at all levels.
• →Use leading indicators and forecasting to anticipate risks and opportunities, not just explain past performance.

Be Consultative & Proactive

• →Develop a consultative POV grounded in industry trends, benchmarking, and best practices to guide client strategy – coming to meetings with recommendations, not just updates.
• →Serve as a strategic advisor who anticipates needs, shapes client roadmaps, and influences executive-level decisions.
• →Anticipate client needs and questions before they arise, bringing thoughtful recommendations, not just updates.
• →Detect early warning signs (e.g., declining usage, low engagement) and take swift, strategic action.
• →Lead structured root-cause analyses for client issues; define and drive long-term, systemic fixes that prevent recurrence rather than one-off patches.
• →Share best practices, industry learnings, and expertise to enhance client strategy and outcomes.
• →Create Strong, Multi-Threaded Relationships
• →Build strong, multi-level relationships that unlock strategic access, enable influence, and foster deep advocacy across client organizations, including:
  • →Executive Leadership
  • →Day-to-Day Partners
  • →Influencers & Champions
  • →External Consultants
• →Foster advocacy by ensuring clients see and feel consistent value, ultimately turning them into brand champions.
• →Intentionally convert satisfied stakeholders into visible advocates, references, and executive sponsors.
• →Secure client references, testimonials, and participation in market-facing opportunities.

Execute Operational Excellence with Precision

• →Maintain rigorous operational governance, including CRM accuracy, risk registers, playbooks, and structured preparation for all client interactions.
• →Drive internal alignment by delivering clear, data-backed insights to influence product, marketing, clinical, and operational roadmaps.
• →Establish clear communication channels and ensure timely, reliable follow-through on all commitments.
• →Maintain disciplined issue tracking, risk management, and escalation processes.
• →Provide strategic feedback to cross-functional partners (Product, Marketing, Operations,
• →Clinical) to influence roadmap and service improvements.
• →Own cross-functional coordination across Implementation, Solutions, Product, Clinical, and Marketing to deliver a unified client strategy and roadmap.
• →Establish and maintain disciplined governance: structured QBR/SBR cadences, CRM hygiene, risk and issue logs, and clear decision/owner tracking that can be replicated across accounts.

Drive Growth, Renewals & Client Expansion

• →Lead renewal and expansion strategies end-to-end, including identifying whitespace, shaping solution design, and partnering with Sales to close multi-year, multi-solution deals.
• →Co-create multi-year roadmaps with clients that tie Transcarent platform expansion to their long-term cost, quality, and experience strategy.
• →Identify strategic whitespace opportunities and execute consultative expansion plans that deepen partnership value. Identify and execute on expansion opportunities through consultative, client-centric sales motions.
• →Deliver compelling presentations and facilitate executive-level engagements to communicate value and strategy.
• →Support marketing and engagement strategies to drive member participation and utilization.

Experience & Expertise

• 10+ years in Account Executive, Client Success, or Strategic Account roles; 8-12 years in Health Plans, PBMs, benefits, or employer healthcare required.
• Deep understanding of employer healthcare, PBMs, health plans, and digital health / navigation solutions, and how they fit together into a cohesive benefits strategy.
• Demonstrated record of measurable client value creation, retention, and revenue growth (renewals, upsell, cross-sell) in complex, large-market environments.
• Proven track record leading renewals and expansions for large, complex employer or health plan clients, including multi-year, multi-solution deals.
• Experience serving as a trusted advisor to senior and C-suite stakeholders

Skills & Competencies

• Demonstrated ability to build and execute client-specific value plans tied to KPIs, PGs, and ROI, and to adjust strategy based on results.
• Proven success driving adoption and impact across a multi-solution platform (e.g., navigation, care experiences, EMO, pharmacy) – not just managing to utilization targets.
• Strong commercial acumen and comfort leading renewal, upsell, and expansion discussions in partnership with Sales.
• Advanced data fluency: can interpret financial, clinical, and engagement data, forecast risks, and tell a compelling story to executives using KPIs and leading indicators.
• Ability to synthesize data, trends, and client context into clear strategic recommendations and POVs tailored to each audience.
• Highly consultative and proactive, bringing forward recommendations, scenarios, and options- not just reporting status.
• Structured root-cause problem solver who documents issues, leads cross-functional remediation, and implements durable fixes while actively managing risk.
• Deep and current industry knowledge across employer benefits, PBMs, health plans, and digital health; leverages best practices to elevate client strategy.
• Expert at multi-threaded relationship building across day-to-day partners, executives, and consultants; comfortable facilitating high-stakes executive meetings.
• Strong influence and advocacy-building skills; able to turn skeptical stakeholders into champions and secure references and testimonials.
• Demonstrated cross-functional leadership, aligning Implementation, Solutions, Product, Clinical, and Marketing around clear client objectives. High operational discipline with regard to governance, documentation, CRM hygiene, and meeting rigor.
• Outstanding written and verbal communication with strong executive presence; able to simplify complexity and drive decisions in high-stakes settings.
• Strong sense of ownership and accountability for client outcomes; takes responsibility for commitments and drives issues to resolution.
• High agility and adaptability; thrives in a dynamic, high-growth environment and can reprioritize quickly while maintaining quality.
• Disciplinary excellence in prioritization, issue management, and cross-functional execution.
• Proficiency with CRM platforms (Salesforce strongly preferred).

Additional Requirements

• Ability to manage multiple priorities and deadlines in a dynamic, high-growth setting.
• Willingness to travel at least 30%, including overnight travel.
• Bachelor’s degree in Business or related field required.

• People First: We prioritize our Members, clients, and each other in every decision
• Care: Every decision starts with improving health and care for our Members
• Resilience: We push boundaries and take the uncharted path to change an industry
• Results: We take ownership, solve with speed, and deliver for our people and each other
• Humble and Human: We lead with humility, bring fun to tough moments, and go further together

Total Rewards 

Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal equity.  

Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options.  

Our benefits and perks programs include, but are not limited to:  

• Competitive medical, dental, and vision coverage  
• Competitive 401(k) Plan with a generous company match  
• Flexible Time Off/Paid Time Off, 13 paid holidays  
• Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance 
• Mental Health and Wellness benefits  

Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out!  

Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current health and care with their unique experiences.