Client Success Manager

Papa is the most comprehensive and strategic in-home care platform, connecting health plan members and employees with highly vetted companions called Papa Pals. Our core companion care model provides personalized, hyper-local support on a national scale, addressing the root social needs that impact a person's health and well-being. Papa Plus builds on this foundation by combining companion care with targeted quality programs to create a single, comprehensive benefit.

Built on human connection and validated through millions of visits and dozens of studies, Papa’s first-of-its-kind care model has been shown to improve member engagement, enhance quality of life, and contribute to more informed use of healthcare services—leading to lower costs and better health. We’re driven by our vision of aging better, together. Learn more at papa.com.

About the Role:

The Client Success Manager owns the day-to-day relationship for an assigned portfolio of health plan clients. As the client's primary point of contact, you'll make sure programs run smoothly, deliverables land on time, and clients feel supported and heard. You'll build trusted relationships with your client contacts, keep a close eye on program health, and partner with internal teams to solve problems quickly.

This role is focused on strong execution and relationship management. You'll support implementations and launches for your accounts, manage reporting and contract deliverables, and resolve day-to-day client issues—escalating more complex or sensitive matters to Client Success leadership. You'll work closely with internal partners to monitor client health and performance.

Successful candidates will be equally comfortable presenting to client stakeholders, digging into performance data, troubleshooting an operational issue, and bringing together teams to drive a solution.

The overarching goal is simple: deliver exceptional client outcomes that drive retention and growth.

Key Responsibilities:

• Own day-to-day relationship management for an assigned portfolio of clients, serving as their primary point of contact and building trusted, long-term relationships.
• Monitor client satisfaction, program health, and performance, and proactively flag risks, trends, and potential growth opportunities to Client Success leadership.
• Support client implementations and launches, coordinating operational requirements and keep tasks on track.
• Lead recurring client meetings, executive business reviews, performance discussions, and other client communications.
• Track account activity, tasks, and deliverables for your portfolio in project plans and other tools.
• Ensure data files are set up correctly and coordinate ongoing data file needs in a timely manner within client SLAs/KPIs.
• Prepare and deliver routine client reporting according to contract requirements and SLAs (including Q/A, delivery, scorecards, etc.).
• Support business reviews by pulling data, preparing materials, and highlighting key program results.
• Manage client complaints and requests for additional information, resolving issues directly where possible and escalating complex or sensitive issues appropriately.
• Manage client invoices and respond to billing inquiries.
• Ensure timely completion and coordination of client compliance/audit requests.
• Coordinate and manage care referrals for members, highlighting critical referrals to the client.
• Partner with internal teams to meet client deliverables, ensure continuity of support after go-live, and drive process improvements.
• Anticipate client needs and bring forward solutions to overcome obstacles.
• Meet or exceed client satisfaction and retention goals for your portfolio.

To qualify for this role, you must possess the following qualifications or an equivalent combination of education and experience:

• Relationship management – the ability to build rapport, establish trust, and maintain strong relationships with clients and internal partners, and manage expectations with confidence.
• Strong communication skills – the ability to communicate clearly and effectively with clients, colleagues, and other stakeholders, both verbally and in writing.
• Project and task management – the ability to manage multiple accounts and deliverables at once, set timelines, and follow through.
• Analytical skills – the ability to review data, identify trends, and share insights that inform client conversations and decisions.
• Problem-solving skills – the ability to resolve day-to-day client issues, collaborate on creative solutions, and know when to escalate.
• Attention to detail – strong organizational skills to ensure all client deliverables are accurate and on time.
• Technical aptitude – a working understanding of the products and services supported and the ability to troubleshoot issues with IT and internal teams.
• Cross-functional collaboration – the ability to partner with internal teams to support client needs.
• Self-discipline, the ability to work from home and/or travel.
• Bachelor’s degree in Business, Marketing, Healthcare Administration, or other related field.
• 3–5 years of relevant experience in account management, client success, client implementation, or operations; health plan or healthcare experience preferred.
• Proficiency in MS Word, Excel, PowerPoint, and GSuite; Salesforce experience a plus.
• Travel Requirements: Company quarterly meetings and client events.

Physical & Mental Requirements:

• Analytical Reasoning & Sound Judgment: Ability to review client data and program performance, identify trends, and exercise sound judgment on when to resolve an issue directly versus escalate.
• Multi-Tasking & Organization: Capability to manage multiple client accounts simultaneously while tracking client SLAs, KPIs, and deliverables across tools like Salesforce, Jira, and GSuite.
• Prolonged Digital Workstation Use: Ability to perform extended periods of sedentary computer work and interact continuously through digital collaboration platforms in a remote/home-office environment.
• Stakeholder & Relationship Management: Emotional intelligence needed to build trust, handle client complaints with care, and advocate for client needs internally.
• Adaptability & Resilience: Capacity to stay focused and responsive amid shifting priorities, tight timelines, and evolving processes.
• Clear Communication & Event Delivery: Strong verbal and written communication skills to host meetings, present content virtually and in person at client events, and travel periodically for quarterly meetings.

Location:

Remote US

Benefits:

• Competitive salary and equity package
• Medical, dental and vision insurance coverage
• HSA/FSA
• 401(k) plan with a match up to 4%
• Flexible PTO
• Parental leave and caregiver leave

About Papa's culture:

Papa’s culture is people first. While we have an incredible team of hard-working Papa people, at the end of the day, our company is really about community – and we celebrate that among our employees. We encourage everyone to bring their whole authentic selves to work. To be transparent. To be non-hierarchical. And, above all, to be a really good person.

We see ourselves as a place where every Papa employee feels they belong, a place where careers flourish, a place that brings back purpose and joy to work, a culture where visionaries/entrepreneurs are developed.

We are committed to providing reasonable accommodations to employees and qualified applicants in accordance with applicable law. If you need additional assistance or an accommodation to participate fully in any part of the hiring process, please submit a request to hrsupport@papa.com .