Senior Client Success Manager (Large Market)

What you’ll be part of

Garner is on a mission to transform the U.S. healthcare system — and we’re the only proven player doing exactly that. We partner with employers to redesign how healthcare works: applying 550+ proprietary clinical metrics across 80+ specialties to a dataset of 320M+ patients to identify the best-performing doctors, then using compelling incentives to steer members to the care that helps them get healthier, faster.

The result is a rare “win win” — better care and lower costs for both members and employers. In just five years, our work has helped over 2.5 million people access higher-quality care and saved $1B in healthcare costs. We recently raised our Series E and have doubled five years running. If you've ever wanted your work to solve a problem that touches every person in this country, this is the opportunity to do exactly that. You'd be joining a team fundamentally reimagining healthcare in the U.S. — and using AI to scale that impact further and faster than anyone else can.

We are seeking an exceptional Senior Client Success Manager to join our Client Success team. This role will report to the Director of Client Success (large market). The Senior Client Success Manager plays a critical role in driving engagement, satisfaction, and retention across a high-volume large market book of business (1,000–4,999 lives). As the primary owner of day-to-day client and broker relationships, this role ensures clients realize ongoing value from Garner while proactively identifying risks and opportunities across the portfolio. By combining strong relationship management with disciplined execution and cross-functional partnership, this role directly impacts client success and long-term retention.

Garner is headquartered in NYC, but this position is available for individuals who are comfortable with remote work and occasional travel to HQ. Ability to travel up to 25% of the time.

• Own and manage large market client and broker relationships across a high-volume book of business (25-30 accounts), ensuring a consistently high-quality client experience.

• Deliver an exceptional client experience by executing key workflows, monitoring account health, and proactively addressing risks.

• Track and analyze client success KPIs, translating insights into action plans that drive engagement and retention.

• Develop and execute engagement plans aligned to client goals, ensuring timely delivery of all initiatives and commitments. Assume full ownership of all engagement-related KPIs.

• Manage multiple concurrent client projects with strong attention to detail, maintaining clear timelines, priorities, and deliverables.

• Collaborate cross-functionally with Strategic Account Management, Sales, and Concierge (Member Services) to meet client needs, triage issues, and achieve engagement goals.

• Lead client meetings and communications with key stakeholders and broker partners, providing education, insights, and actionable recommendations.

• Represent the company in virtual and in-person client-facing sessions (up to 25% travel). Develop and deliver high-quality client reports, presentations, and educational sessions.

• 5+ years of experience managing a large, high-performing B2B book of business, with a proven track record of driving engagement, client satisfaction, and NRR; preferably in the healthcare and benefits industry.

• Demonstrated client management expertise, including ownership of executive relationships and day-to-day account management, as well as navigating complex client and broker stakeholder environments.

• Exceptional project management