Client Success Manager (Small-Market)

Garner’s mission is to transform the healthcare economy, delivering high-quality and affordable care for all. We are fundamentally reimagining how healthcare works in the U.S. by partnering with employers to redesign healthcare benefits using clear incentives and powerful, data-driven insights. Our approach guides employees to higher-quality, lower-cost care, creating a system that works better for everyone. Patients achieve better health outcomes, employers spend healthcare dollars more effectively, and physicians are rewarded for delivering exceptional care rather than performing more procedures. Garner is one of the fastest-growing healthcare technology companies in the country. Our products are trusted by the most sophisticated employers and providers in the industry, and we are building a team of talented, mission-driven individuals who are motivated to make a meaningful impact on healthcare at scale. About the role: We are seeking an exceptional Client Success Manager to join our Client Success team. This role will report to the Director of Client Success (small-market). The Client Success Manager plays a critical role in driving engagement, satisfaction, and retention across a high-volume small-market book of business (250 lives and below). As the primary owner of day-to-day client and broker relationships, this role ensures clients realize ongoing value from Garner while proactively identifying risks and opportunities across the portfolio. By combining strong relationship management with disciplined execution and cross-functional partnership, this role directly impacts client success and long-term retention. Where you will work: Garner is headquartered in NYC, but this position is available for individuals who are comfortable with remote work and occasional travel to HQ. What you will do: Own and manage small-market client and broker relationships across a high-volume book of business (50–75 accounts), ensuring a consistently high-quality client experience. Deliver an exceptional client experience by executing key workflows, monitoring account health, and proactively addressing risks. Track and analyze client success KPIs, translating insights into action plans that drive engagement and retention. Develop and execute engagement plans aligned to client goals, ensuring timely delivery of all initiatives and commitments. Assume full ownership of all engagement-related KPIs. Manage multiple concurrent client projects with strong attention to detail, maintaining clear timelines, priorities, and deliverables. Collaborate cross-functionally with Strategic Account Management, Sales, and Concierge (Member Services) to meet client needs, triage issues, and achieve engagement goals. Lead client meetings and communications with key stakeholders and broker partners, providing education, insights, and actionable recommendations. Represent the company in virtual and in-person client-facing sessions (up to 20% travel). Develop and deliver high-quality client reports, presentations, and educational sessions. The ideal candidate has: 3+ years of experience managing a large, high-performing B2B book of business, with a proven track record of driving engagement, client satisfaction, and NRR; preferably in the healthcare and benefits industry. Demonstrated client management expertise, including ownership of executive relationships and day-to-day account management, as well as navigating complex client and broker stakeholder environments. Exceptional project management and organizational skills, with the ability to manage competing priorities and execute with precision and strong attention to detail. Data-driven mindset, leveraging KPIs and client insights to proactively identify risks, optimize engagement, and drive measurable ROI. Strong executive presence and communication skills (both written and presentation), with a proactive, solutions-oriented approach and a passion for delivering an outstanding client experience in a fast-paced env