Client Success Manager

Walrus Health is hiring a Client Success Manager reporting to the CEO to strengthen client relationships and drive retention, satisfaction, and growth. The role ensures clients achieve maximum value from Walrus solutions while supporting broader strategic and revenue goals.

• Build trusted client relationships to drive loyalty, retention, and growth
• Ensure products and services meet guarantees, service level agreements (SLAs), and contract terms
• Implement standard operating procedures (SOPs) for consistent service delivery
• Keep senior management informed of client issues and risks
• Partner with internal teams to shape products that meet client needs
• Manage quarterly and annual review processes, including scheduling client and internal prep meetings
• Collaborate with the data lead to track engagement activities, revenue, savings, and member communications against company goals
• Perform quality checks on reports
• Send meeting minutes promptly after meetings
• Lead onboarding for new clients, including kick-off meetings and onboarding checklists with client sign-off
• Support contract execution and lead stand-up meetings during onboarding
• Respond to client emails in a timely manner
• Train and mentor new hires as needed
• Participate in internal meetings as needed
• Communicate client requirements and updates to internal departments
• Establish and maintain relationships with consultants
• Assist with grievance resolution as needed
• Comply with training and compliance requirements
• Prepare business plans aligned to company goals and objectives

• Bachelor’s degree (Master’s degree preferred)
• At least 3 years of client servicing experience (healthcare industry preferred) with a record of high customer satisfaction
• Excellent time management skills with a track record of meeting deadlines
• Strong written, verbal communication and listening skills; comfortable working virtually
• Engaging presentation skills, including developing and delivering reports to internal and external senior executives
• Home office setup required
• Willingness to travel up to 25% of the time

• Remote position with some travel possible (up to 25%)
• Unlimited time off
• Health insurance
• Excellent company culture