Enterprise Client Success Manager

Own the success and growth of Root’s employer relationships from launch through renewal and expansion. You’ll turn strong partnerships, member engagement, and measurable outcomes into clients who renew, grow, and advocate for Root. About Root Functional Medicine Root is a fast-growing healthtech startup on a mission to reverse chronic disease at its root cause — and we're doing it by going directly to employers. We combine functional medicine, advanced diagnostics, and personalized nutrition and lifestyle care to help employees get measurably healthier, not just managed. Join us as we redefine what corporate healthcare can deliver. Own the success and growth of Root’s employer relationships from launch through renewal and expansion. You’ll turn strong partnerships, member engagement, and measurable outcomes into clients who renew, grow, and advocate for Root. The Role The Client Success Manager owns Root's employer relationships from contract signing through renewal. You lead onboarding, drive member enrollment and engagement, prove program value with data, and renew and expand every account. You’ll serve as the strategic advisor to HR, benefits, and wellness leaders. You translate their goals into measurable outcomes. You report to the VP of Sales and sit within the commercial team. This is a cross-functional role that collaborates closely with Sales, Clinical, Product, Operations, Engineering, and Marketing. Role Snapshot Reports to: VP of Sales Location: Hybrid Travel: 15–20%. Employer visits, onsite kickoffs, business reviews, renewal meetings, and broker events. Compensation: Competitive base salary. Variable incentive tied to retention, expansion and renewals What You’ll Do Onboarding and Implementation Take ownership of the employer relationship from Sales at contract signing. Lead employer kickoff meetings. Set implementation timelines, success metrics, and communication expectations. Coordinate Clinical, Operations, Product, and Marketing to launch each program on time. Confirm account configuration, eligibility files, and reporting are complete before go-live. Relationship Management Serve as the primary point of contact for HR leaders, benefits teams, and executive sponsors. Build relationships across multiple stakeholders so no account depends on a single champion. Run a consistent cadence of check-ins, quarterly business reviews, and executive updates. Coordinate onsite phlebotomy events with Root's lab partners. Communicate new product releases to employers. Surface employer needs early and close the loop on every commitment. Enrollment and Engagement Track enrollment, engagement, and utilization. Present findings and recommendations to employer stakeholders. Identify eligible employees who have not enrolled. Build targeted outreach with Clinical and Marketing. Build ROI summaries that connect member outcomes to employer cost. Track account health and flag at-risk accounts to leadership with a recovery plan. Renewal and Expansion Own renewals for your book of business. Build the business case, lead the conversation, and close. Start the renewal process 6–9 months out. Engage executive sponsors and surface objections early. Expand accounts from Root's wellness program to the full clinical program. Identify new employee populations, new services, and referrals within existing accounts. Partner with the VP of Sales on pricing, contract terms, and escalations. Broker and Data Operations Coordinate eligibility, claims, utilization, and other employer data feeds required to operate and measure the program. Ensure employers receive accurate, timely reporting and understand what the data means. Work with brokers and consultants to support client reviews, renewals, and benefit strategy. Translate Root's clinical and engagement outcomes into a compelling financial and workforce story. Building the Function Write the playbooks and processes for Root's account management function as we scale. What You Bring Required 5+ years in account management, client success, or a relationship-focused commercial role in health benefits, HR tech, digital health, or a related field. Demonstrated experience owning a book of business with measurable retention, renewal, and expansion results. Experience presenting to and influencing HR, benefits, finance, and C‑suite leaders. Experience personally leading renewals and commercial conversations. Strong written and verbal communication, high follow-through, and CRM discipline. Willingness to be measured on retention and renewal. Preferred Early-stage startup experience, including building a client success function from the ground up. Experience working with benefits brokers and consultants. Background in self‑insured health plans or employer‑direct healthcare. Understanding of self‑funded employer economics, claims data, healthcare cost drivers, and how benefits leaders evaluate vendor ROI. Familiarity with chronic disease, population health, or preventive care. Experience with HubSpot, Salesforce, or a similar CRM. How You Work You own the outcome. You treat your book of business as your own. You tell the story with data. You turn engagement, outcomes, and ROI data into a clear case that HR and finance leaders act on. You see risk early. You spot renewal and expansion signals and act before they become problems. You handle hard conversations. You discuss pricing and contract terms without escalating everything, and you navigate sensitive topics with professionalism and empathy. You bring structure. You run complex projects end to end across multiple accounts and bring order to ambiguity. You build as you go. You execute hands‑on as a team of one while defining the playbook for scale. You are comfortable operating without a large support structure. At Root, you won't inherit a finished account management machine. You'll help build it while running it. You keep learning. You ask questions, solve problems from first principles, and stay open to new approaches. You collaborate. You work closely with Clinical, Product, and Operations while staying in a commercial lane. #J-18808-Ljbffr