Client Success Manager

Job Description

Job Description

Reflect Health is the evolution of S&S Health, a trusted independent third-party administrator founded in 1994 to meet the growing need for access, simplified connectivity, and benefits administration. Headquartered in Mason, OH, we have built a reputation based on innovation, service excellence, and a deep understanding of how to drive better outcomes at lower cost. Over the years, we grew into a national presence serving employers, TPAs, health systems, and benefit consultants across all 50 states. We developed proprietary claims technology, expanded our offerings to include level-funded and fully funded programs, and delivered tangible savings and enhanced experiences for millions of members.

We are seeking a Client Success Manager to serve as a key member of our Account Management team, acting as the primary point of coordination between clients, brokers, and our vendor ecosystem. This role is highly visible and relationship-driven, focused on strengthening client retention, ensuring high-quality service delivery, and optimizing vendor performance to deliver measurable value for employer groups.

Responsibilities :

• Own Client Relationships : Manage a portfolio of clients with a strong focus on retention, satisfaction, and long-term partnership success.
• Act as Primary Liaison : Serve as the central point of contact between clients, brokers, internal teams, and external vendors to ensure alignment and timely issue resolution.
• Build Trusted Partnerships : Develop and maintain strong, trust-based relationships with key stakeholders across client and vendor organizations.
• Oversee Vendor Performance : Coordinate and manage relationships with external vendors, including PBMs, utilization management, case management, and disease management partners.
• Monitor & Improve Outcomes : Track vendor performance against service levels and contractual expectations, identifying gaps and driving corrective action plans.
• Drive Client Strategy : Support the development and execution of account strategies focused on retention, cost containment, and improved clinical and financial outcomes.
• Analyze & Optimize : Partner with internal analytics teams and vendors to evaluate utilization trends and claims data, recommending solutions to improve plan performance.
• Coordinate Cross - Functionally : Act as a central hub across clients, brokers, internal departments, and vendors to ensure seamless service delivery.
• Support Lifecycle Activities : Assist with onboarding, renewals, and ongoing client management activities to ensure a smooth client experience.
• Contribute to Growth : Support retention and growth objectives through proactive engagement, solution identification, and high-quality service.

Qualifications

• Background : Proven experience in account management, client success, or vendor management roles.
• Industry Knowledge : Experience in healthcare, insurance, or Third-Party Administrator (TPA) environments strongly preferred.
• Vendor Ecosystem Expertise : Strong understanding of healthcare vendors, including PBMs and utilization/case/disease management programs.
• Benefits Knowledge : Familiarity with plan design concepts (SPD, SBC) and employer-sponsored health plans.
• Analytical Skills : Ability to interpret utilization trends, claims data, and performance metrics to inform decision-making.
• Cost Management : Knowledge of cost containment strategies and healthcare utilization management principles.
• Communication & Influence : Excellent communication and relationship-building skills across diverse stakeholders.
• Organization & Execution : Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
• Technical Skills : Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).

Reflect Health is committed to providing a safe and secure workplace for all employees. Please note that all final candidates will undergo a comprehensive background check and drug testing as part of our hiring process.