Client Success Senior Manager

Intellivo•Creve Coeur, MO

About The Position

The Senior Manager, Client Success leads a portfolio of key client relationships and a team of client-facing professionals to ensure outstanding delivery of Intellivo’s subrogation and recovery services. This role is responsible for day-to-day client relationship management, service performance, and issue resolution across health plans, TPAs, and employer groups. The Senior Manager, Client Success partners closely with Operations, Product/Technology, Legal, Finance, and other internal teams to align client expectations with contractual commitments, SLAs, and Intellivo’s standards for quality and client experience. This leader turns performance data into actionable insights, identifies opportunities to expand services, and supports retention and growth within assigned accounts.

Requirements

7+ years of experience in healthcare, payer, TPA, subrogation, revenue cycle, or a closely related field.
5+ years of leadership experience in client support, client success, account management, or a related client-facing role.
Demonstrated success managing strategic or key accounts and improving client satisfaction and retention.
Experience working with cross-functional teams (Operations, Technology, Legal, Finance) in a complex, service-oriented environment.
Executive presence with the ability to build trust quickly with senior client and internal leaders.
Strong client advocacy and relationship-building skills with a focus on long-term partnership.
Exceptional communication skills ; able to translate complex information and data into clear, compelling messages.
Proven people leadership ; coaches, develops, and holds team members accountable through change.
Strong problem-solving and negotiation skills ; effectively manages conflict and escalations.
High ownership and organization ; manages multiple priorities and deadlines in a fast-paced environment
B.S./B.A. in Business, Healthcare Administration, or related field required.

Nice To Haves

Master’s degree (MBA, MHA, or related) or equivalent business/healthcare experience preferred.
Experience leading client success/client services in a healthcare, analytics, or SaaS environment serving health plans or TPAs.
Working knowledge of subrogation, TPL recovery, COB, and related payer/revenue cycle processes.
Experience designing and facilitating client governance rhythms (e.g., MBRs, QBRs, steering committees).
Comfort using data visualization and analytics tools to develop executive-facing reports and dashboards.

Responsibilities

Client Relationship Management Serve as primary relationship owner for a portfolio of key clients, building strong, long-term partnerships with health plans, TPAs, and employer groups.
Lead regular client touchpoints (status calls, performance reviews, QBRs) to review results, discuss trends, and align on priorities.
Identify opportunities to deepen client engagement, expand service offerings, and support renewal efforts in collaboration with senior leadership and Sales/Account Management.
Service Delivery & Issue Resolution Ensure Intellivo’s subrogation and recovery services are delivered in accordance with contractual obligations, SLAs, and internal quality standards.
Proactively monitor client satisfaction, address concerns, and manage escalated issues to timely resolution.
Coordinate with Operations and other teams to address root causes, implement corrective actions, and prevent recurrence.
Team Leadership & Development Lead, coach, and develop a team of client service managers and/or account specialists to deliver consistent, proactive, and consultative support.
Set clear expectations, provide regular feedback, and foster a culture of accountability, collaboration, and continuous improvement.
Support workforce planning, onboarding, and ongoing development of team members in partnership with People Operations.
Cross-Functional Collaboration Collaborate with Operations, Product/Technology, Legal, Finance, and Marketing to optimize internal workflows and client-facing processes.
Partner with Implementation and Operations to streamline client onboarding, program changes, and reporting.
Serve as the client advocate in internal discussions, ensuring client needs and commitments are clearly understood and addressed.
Business Insights & Reporting Analyze performance metrics, recovery trends, and client data to provide actionable insights and recommendations.
Oversee preparation of client-facing reports and executive-level presentations that clearly communicate performance, value, and opportunities for improvement.
Use data to identify risk in assigned accounts and develop mitigation plans in partnership with leadership and cross-functional teams.
Process Improvement & Standardization Contribute to the development and refinement of client success playbooks, tools, and standard operating procedures.
Recommend and help implement improvements that enhance client experience, streamline communication, and increase operational efficiency.
Share best practices across the Client Success team to drive consistency and scalability.