Client Success Manager

Nara is an AI-native benefits administrator (TPA) fixing healthcare benefits by designing and administering personalized, cost-effective health plans for employers, employees, and their families. Our mission is to rebuild health care around people, not the system. We're working toward a future where coverage and care are affordable, accessible, and understandable. To get there, we're rebuilding the system from the ground up, using new data, tools, and technology in service of human judgment, not in place of it. When we succeed, people get the right care, at an optimal price, without the friction. The Role You'll own the process backbone of our client relationships: leading implementations, managing vendor integrations, and making sure daily client needs get handled. This is a hybrid role, split evenly between implementation and integration work (50%) and managing a portfolio of clients (50%). Key Responsibilities Implementation and Integration (50%) Lead end-to-end implementation of new employer clients onto our platform, including plan configuration, eligibility setup, and system testing Build documentation, processes, and tools that improve implementation efficiency and reduce errors Collaborate with engineering to identify integration issues, test new functionality, and improve platform capabilities Train internal teams and clients on system functionality and best practices Client Success (50%) Manage a small portfolio of employer clients, serving as their primary or secondary point of contact for ongoing support and optimization Develop deep operational knowledge of assigned clients' benefits challenges and business objectives Proactively identify and resolve issues before they become problems, using your technical expertise to diagnose root causes Support annual renewal planning, open enrollment, and mid-year adjustments for your assigned clients Support the Account Executive team with ongoing client management, including monthly and annual reporting packages, escalated claim issues, and compliance adherence Requirements 2+ years of experience implementing clients in a client-facing role at a TPA, benefits broker, or insurtech company Chicago-based or willing to relocate; comfortable with a hybrid schedule Concrete examples of owning an implementation or client relationship end-to-end Concrete examples of learning a new system, tool, or process quickly and independently Nice to Have Experience with benefits administration platforms Experience in a startup or fast-paced, high-learning-curve environment Technical Foundation Proficiency with Excel for data analysis, project management, and vendor integration tracking Familiarity with benefits administration platforms and EDI file formats (e.g., 834 files) Experience troubleshooting carrier connections or vendor integration issues Comfortable working directly with engineering to scope and test platform functionality What We're Looking For We value how you think and approach problems as much as what you've done. Ownership Mentality. When you take on something, you own it end-to-end until it's done, not just until it's someone else's turn. If you spot a friction point, you fix it rather than flag it and move on. When an implementation stalls or a vendor integration breaks, it's yours to trace, expiate? Learning Velocity. You teach yourself what you need to know quickly, digging into documentation and testing rather than waiting to be shown. When a new carrier format or integration type appears, you're already experimenting with it before anyone asks. Systems Awareness. You see how your work connects to everything around it, and you build with the full lifecycle in mind, not just the task in front of you. You understand how data flows between employers, our platform, and carriers, and you catch a downstream problem before it happens. Clarity in Communication. You make complex things simple for whoever is listening, translating technical detail into plain language and vague asks into concrete requirements. You can walk an HR team through their own data as easily as you can spec a fix for engineering. Bias for Action. You move with urgency on what you control and don't wait for perfect information to make a decision. Rather than accepting a vendor's default multi-call sales process, you go in with a clear agenda that compresses three calls into one. Teammate Mentality. You show up for the people around you, not just your own workload, and you'd want to be in a foxhole with the people you work with. If you see friction in someone else's client relationship or workstream, you say something directly, you don't just note it and move on. Competitive salary and equity options Health insurance with company subsidy Unlimited PTO policy Equipment budget for your home office and travel needs Regular team retreats and offsites Interview Process Application Review Initial Call (45 minutes) with the Chief of Staff to review your background and an overview of Nara Exercise & Team Interview (60 minutes) with the Client Success and Engineering teams - you'll work through a real scenario Final Interview (30 minutes) with the CEO to determine mutual fit Nara is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr Nara Health