Client Success Manager

Job Description

Job Description

About Lantern

Lantern is the specialty care platform connecting people with the best care when they need it most. By curating a Network of Excellence comprised of the nation's top specialists for surgery, cancer care, infusions and more, Lantern delivers excellent care with significant cost savings to employers and their workforces. Lantern also pairs members with a dedicated care team, including Care Advocates and nurses, for the entirety of their care journey, helping them get back to good health, back to their families and back to work. With convenient access to specialists nationwide, Lantern means quality care is within driving distance for most. Lantern is trusted by the nation's largest employers to deliver care to more than 6 million members across the country. Learn more about us at lanterncare.com.

The CSM will be responsible for cultivating and maintaining strong relationships with a portfolio of clients, both existing and new, ensuring successful day‑to‑day delivery and long‑term value from our products and services. This is a highly hands‑on role that blends proactive planning with daily execution, requiring strong follow‑through, attention to detail, and ownership of client needs.

You will manage timelines, coordinate deliverables across internal teams, resolve issues as they arise, and ensure commitments are met. In parallel, you will work closely with clients and their brokers/consultants as a trusted advisor, using data and insights to identify trends, improve engagement, and drive better outcomes.

You will develop and execute account plans, deliver business reviews, support client escalations, and drive customer satisfaction, retention, and growth. This role is best suited for someone who thrives in both tactical execution and proactive problem‑solving — someone who enjoys owning details, managing workflows, and driving outcomes, while also thinking ahead to anticipate client needs and prevent issues before they arise.

Responsibilities:

• Manage client and broker/consultant relationships throughout the client lifecycle, ensuring regular touchpoints and proactive feedback solicitation to ensure client satisfaction
• Communicate clearly and concisely in both verbal and written formats, demonstrating strong time management, prioritization skills and empathy towards clients
• Manage client communication for engagement marketing initiatives, including open enrollment events, webinars, mailers, ad-hoc marketing requests and case studies.
• Serve as the product expert and specialty care advocate by guiding clients through features, use cases, and issue resolution while reinforcing best practices for adoption.
• Collaborate cross-functionally within a team environment, ensuring seamless coordination, clear communication, and alignment across departments.
• Ensure company and client objectives are met by owning execution of agreed‑upon action items, maintaining alignment across stakeholders, and following through on commitments.
• Partner with Client Executives to maximize retention and identify churn risks, as well as upsell and expansion opportunities.
• Maintain accurate data input and hygiene in the customer relationship management system for all assigned clients.
• Own service issue resolution end‑to‑end by investigating root causes, documenting findings, coordinating solutions across teams, and implementing improvements to prevent recurrence.
• Operate effectively in a high-volume environment, balancing proactive planning with frequent client requests, follow-ups and shifting priorities

Requirements:

• Bachelor's degree or equivalent experience.
• 5+ years of experience of client relationship and/or account management experience within the employee benefits, healthcare, or consulting industry, including at least one startup
• Willingness to travel up to 20%-25%.
• Experience using Salesforce and SharePoint, Data Integration knowledge, and a background in Health Plan, TPA, Insurance, and/or benefits

Strong Candidates will have:

• Excellent communication and presentation skills, with the ability to quickly establish rapport and build sustainable relationships.
• Exceptional project management skills, including clear goal identification, effective action‑step management, and ongoing tracking of accomplishments and opportunities
• Excellent time and task management while maintaining a solution‑oriented mindset to deliver accurate, intentional, and timely outcomes for clients.
• A demonstrated ability to execute against plans — not just create them — with strong follow‑through and accountability.
• Comfort being "in the weeds" while still maintaining a forward‑looking, proactive mindset.
• Independent and adaptable, thriving in a fast-paced environment.
• Strong problem-solving, judgment, and analytical skills.
• Ability to work under pressure and prioritize competing tasks and responsibilities.
• Ability to thrive in a matrixed organizational structure.
• Demonstrates a natural, proactive, and preemptive approach to anticipating client needs, both internally and externally.

About You:

• You use LOGIC in your decision making and understand that progress is critical to making change. You focus on the execution of your content while balancing a fast-paced environment and you take the time to celebrate both the small & big wins.
• INCLUSION is a core tenant of your personal beliefs. A diverse and inclusive environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
• You have the GRIT , drive and ambition to tackle big problems. Big problems require big ideas and a team that supports new ideas.
• You care deeply for your customers are driven to keep HUMANITY in all decisions. Your customers aren't just the individuals using your product. They are the driving factor in your motivation to make a change.
• Integrity guides you in life. Focusing on the TRUTH vs. giving people the answers they want to hear.
• You thrive in a Team Environment. Collaboration is key in innovation and creating change.

These pillars of LIGHT are a reminder to our team that we are making a difference by providing guidance and support in navigating the often complex and confusing landscape of healthcare. We hope that through this LIGHT , individuals can find their way to the best care, resources, and support they need to get back to life.

If this sounds like you, we would love to connect to speak further about career opportunities at Lantern.

Please apply to our role & someone from our Talent Acquisition Team will reach out to help you navigate our interview process.

Lantern does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.