Manager, Client Success

Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve.

Role Summary:

The Manager, Client Success is responsible for leading a team of Client Success professionals, providing direct supervision, coaching, and career development. This role ensures the team delivers seamless client onboarding and implementation for Premier Local and National clients, while also fostering a high-performance, collaborative culture. Unlike process-focused roles, this position is accountable for people management, including hiring, performance reviews, and professional growth.

Key Responsibilities:

People Leadership:

• Directly manage, coach, and develop a team of Client Success Managers and/or Specialists.
• Conduct regular 1:1s, performance reviews, and career development planning.
• Recruit, onboard, and train new team members.
• Foster a culture of accountability, collaboration, and continuous improvement.

Operational Oversight:

• Oversee the execution of client onboarding and implementation processes, ensuring team alignment with organizational goals.
• Set clear expectations and monitor team performance against KPIs and quality standards.
• Serve as an escalation point for complex client issues and support team members in resolution.

Strategic Partnership:

• Collaborate with Sales, Product, and Operations leadership to align team activities with business objectives.
• Provide executive-level updates and recommendations for process and team improvements.
• Lead cross-functional initiatives to enhance client experience and operational efficiency.

Required Skills & Experience:

• 5+ years in client-facing health payer, account management, or implementation management roles.
• 2+ years of direct people management experience (hiring, coaching, performance management).
• Proven ability to lead and develop high-performing teams.
• Strong executive communication and stakeholder management skills.
• Deep understanding of operational workflows, compliance, and client onboarding processes.
• Bachelor's degree required or equivalent years of experience.
• Proficiency in Microsoft Excel, PowerPoint, and Project.
• Travel may be required.

Hybrid

Independence has implemented a "Hybrid" model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the "Hybrid" model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.