Client Growth & Success Manager

Role Overview

The Client Growth & Success Manager will own a portfolio of mid-sized employer clients, building strong relationships and a repeatable, scalable approach to keep them engaged, renewing, and growing. They will work closely with client and consultant stakeholders to drive engagement, satisfaction, and retention, while owning a renewal and expansion quota and growing revenue within their book.

What You Will Do

The ideal candidate will deliver strong client value, drive adoption and engagement, grow revenue and renewals, and lead cross-functional collaboration. They will serve as the central contact for client escalations, coordinate resolution across Implementation, Clinical, Product, and other teams, and share client insights with internal teams to inform product improvements and growth strategies.

Why It Might Be a Fit

The ideal candidate is a self-starter, highly organized, resourceful, and customer-obsessed. They are both a strategic thinker and a hands-on operator, comfortable navigating ambiguity, motivated by impact, and naturally collaborative.

Requirements

• 3+ years of experience in client success, account management, or a similar customer-facing role within a SaaS, health, or services-driven organization.
• Proven track record of driving client growth, engagement, and retention.
• Proven track record of meeting or exceeding renewal and/or upsell quotas.
• Exceptional communication and relationship-building skills.
• Strong analytical and data storytelling skills.
• Experience using data to guide prioritization.
• Skilled at understanding Twin’s programs, functionality, and best practices; able to confidently answer client questions and present tailored solutions.
• Adept at managing a diverse client portfolio, understanding client culture, priorities, and goals, and effectively conveying needs internally to align resources.
• Experience managing a high volume of accounts, with strong judgment in prioritizing time and effort based on client risk and opportunity
• Ability to build and use repeatable playbooks, templates, and one-to-many motions to serve clients efficiently at scale
• Working knowledge of CRM tools (Salesforce preferred) and comfort forecasting renewals and pipeline
• Comfort using data tools and AI to work efficiently and improve how we serve clients at scale
• Comfortable navigating large volumes of information and ambiguity, asking the right questions, analyzing situations, and uncovering root causes to solve challenging problems.
• Strong problem-solving abilities.
• Comfortable navigating ambiguity in a high-paced company, and working independently.
• Highly organized with excellent attention to detail and follow-through.
• A collaborative mindset and a passion for making a meaningful impact.
• The flexibility and agility to work cross-functionally in a fast-paced environment.
• Ability to travel as needed.

Benefits

• Competitive compensation package in line with leading technology companies
• Remote and accomplished global team
• Opportunity for equity participation
• Unlimited vacation with manager approval
• 16 weeks of 100% paid parental leave for delivering parents; 8 weeks of 100% paid parental leave for non-delivering parents
• 100% Employer sponsored healthcare, dental, and vision for you, and 80% coverage for your family; Health Savings Account and Flexible Spending Account options
• 401k retirement savings plan

Tagged as: Forecasting, Salesforce