Client Success Manager

Client Success Manager

Enlace Health is a specialty value-based care company focused on reducing the cost of care where it matters most: specialty services. Enlace operates across 80+ markets, delivering measurable results including millions in savings and improved care coordination. Our platform embeds actionable intelligence into real-world execution, helping payors lower medical loss ratios and drive sustainable financial performance.

At Enlace Health, our people are our greatest asset. Our culture is founded upon integrity, hard work, and the relentless pursuit to make a difference. We think creatively, we like a challenge and draw inspiration from each other. As the Client Success Manager, you will be responsible for managing day-to-day client relationships and supporting the successful execution of Enlace programs. This position serves as the primary point of contact for assigned clients, coordinates closely with internal cross-functional teams, and helps ensure clients receive timely support, clear communication, and measurable value from their partnership with Enlace.

The ideal candidate brings experience in a client-facing role, strong organizational and communication skills, and the ability to manage multiple priorities in a fast-paced healthcare environment. This role is well suited for someone who is comfortable owning a defined portfolio of accounts, proactively addressing client needs, and contributing to long-term client retention and growth.

Success Measures: 

• In 3 months: 
• Become familiarized with Enlace’s product suite workflows and client engagement model.
• Develop an understanding of Enlace’s client lifecycle, internal processes, and key performance expectations.
• Participate in client calls and begin building strong working relationships with clients and internal stakeholders.
• Learn the structure, priorities, and operating needs of assigned client accounts.

In 6 months:

• Independently lead recurring meetings with assigned clients and ensure timely follow-up on action items.
• Manage day-to-day client needs, including issue tracking, communication, and escalation coordination.
• Identify potential client risks and partner with internal teams to support mitigation plans.
• Build a strong working understanding of Enlace reporting, operational workflows, and how data supports client programs.

In 12 months:

• Manage a portfolio of client accounts with limited oversight.
• Maintain strong client satisfaction through responsive communication, reliable follow-through, and consistent execution.
• Identify opportunities to improve workflows, strengthen client experience, and support account growth.  
• Contribute to onboarding and knowledge-sharing efforts for new team members as needed.  

Responsibilities:

• Manage day-to-day relationships for assigned client accounts and serve as a trusted point of contact.
• Lead regular client meetings to review priorities, address questions, and align on next steps.
• Track client issues, requests, risks, and follow-up items to support strong execution and client satisfaction.
• Coordinate internal resources across product, engineering, analytics, provider enablement, and other teams to support client needs.
• Monitor service level expectations, performance metrics, and client deliverables.
• Communicate clearly and proactively with internal and external stakeholders regarding issue status, timelines, and resolution plans.
• Translate reporting and program information into clear, actionable updates for clients.
• Identify opportunities to improve workflows, communication processes, and overall client experience.
• Support renewal and account growth efforts by maintaining strong relationships and helping demonstrate value to clients.
• Provide feedback to internal teams based on client experience, operational needs, and market insights.

Position Requirements:

• Bachelor's degree in Business, Economics, Healthcare Administration, Public Health, or a related field, or equivalent professional experience.
• 3+ years of experience in customer success, account management, client services, healthcare consulting, healthcare operations, or a similar client-facing role.
• Experience managing multiple workstreams and priorities with strong attention to detail and follow-through.
• Demonstrated ability to build and maintain relationships with stakeholders across operational and leadership levels.
• Strong verbal and written communication skills, including meeting facilitation and professional client communication.
• Strong problem-solving and organizational skills.
• Comfort working with data, dashboards, service metrics, and key performance indicators.
• Healthcare industry experience is preferred; exposure to value-based care, reimbursement models, provider networks, or payer-provider operations is a plus.
• Ability to work effectively in a growing company environment where both strategic thinking and hands-on execution are required.

Position Perks:

Enlace Health offers competitive benefits and perks to all our employees! Our comprehensive benefits package is one of the many ways we show our employees how valued they are. All full-time employees are eligible for the following:

• FREE medical, dental, and vision insurance for employees on select plans
• $1740 annual contribution into qualifying HSAs
• UNLIMITED time off
• Matching 401(k) plan
• Mac laptop and accessories
• Company-paid short-term and long-term disability
• Company-paid life insurance
• Employee Assistance Program
• Annual professional development stipend

All employees are required to maintain confidentiality as related to patient information. Employees are required to follow the acceptable use policy while using any information systems owned or controlled by Enlace. Any disclosures of confidential information made unlawfully outside the proper course of duty will be treated as a serious disciplinary offense. Security roles and responsibilities include:

• Implementing and acting in accordance with the organization’s information security policies
• Protecting assets from unauthorized access, disclosure, modification, destruction, or interference
• Executing particular security processes or activities
• Ensuring responsibility is assigned to the individual for actions taken
• Reporting security events or potential events or other security risks to the organization

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. The requirements listed above are representative of the minimum knowledge, skill, and/or ability required. To perform this job successfully, an individual must be able to satisfactorily perform the essential functions of the job according to specific company requirements. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. Qualified applicants will be afforded equal employment opportunities without discrimination because of race, creed, color, national origin, sex, disability, or marital status. Applicants must be legally authorized to work in the US.