Client Success Manager [Remote]

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. 

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.

The CSM will be responsible for cultivating and maintaining strong relationships with a portfolio of clients, both existing and new, ensuring their success and satisfaction with our products and services. As a trusted advisor, you will work closely with your clients and their brokers/consultants to understand their needs, optimize engagement, and maximize the value they receive from our solutions. You will develop and execute account plans, deliver business reviews, and drive overall customer satisfaction, resulting in customer retention, growth, and advocacy.  

The ideal candidate will possess excellent client management and relationship-building skills. They will be adept at managing multiple workflows in a fast-paced environment, taking initiative and demonstrating ownership, thriving in a collaborative culture, and embracing and navigating ambiguity. A successful CSM will be able to work independently, communicate effectively, and function as a productive member of the Client Success Team. 

Responsibilities: 

• Manage client and broker/consultant relationships throughout the client lifecycle, ensuring regular touchpoints and proactive feedback solicitation. 
• Communicate clearly and concisely in both verbal and written formats, demonstrating strong time management and prioritization skills. 
• Manage client communication for engagement marketing initiatives, including open enrollment events, webinars, mailers, and case studies. 
• Collaborate cross-functionally within a team environment, ensuring seamless coordination and alignment across departments. 
• Ensure company and client objectives, expectations, and goals are met. 
• Support 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. 
• Take appropriate and timely steps to resolve service issues. 

Requirements: 

• Bachelor's degree or equivalent  
• 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%. 
• Proficiency in Microsoft Office (Excel, Word, PowerPoint); Working knowledge of Salesforce; SharePoint experience a plus. 

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 goal identification, action step management, and accomplishment tracking. 
• 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. 
• Motivated team player with a positive, collaborative attitude. 

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.