Employer Direct Healthcare helps self-insured organizations provide high-quality, more affordable specialty care to their employees. Through its Lantern Specialty Care Platform, the company connects members with a curated network of surgeons and facilities for planned procedures, cancer treatment, and infusion care. Its care model combines provider selection, negotiated rates, and support throughout the treatment journey, with an emphasis on making excellent care accessible within driving distance for members in both rural and urban communities.
Senior Manager, Client Success Strategy & Operations — Employer Direct Healthcare, New York City (Hybrid)
Lead strategy and operations for Lantern’s Client Success team, supporting a specialty care platform that connects members with leading specialists. Drive planning, forecasting, retention, and account growth.
United States
New York$165,000 – $180,000 / year
HybridFull-timeSeniorEnglish RequiredCustomer SuccessCustomer Success ManagerDescription
- Partner with Client Success leaders as a trusted adviser and operational lead.
- Resolve the team’s strategic and operational priorities.
- Develop and execute Client Success plans covering growth targets, client segments, account portfolios, quotas, and cross-functional work.
- Set OKRs and KPIs, track and communicate performance, and help teams act on the results.
- Run the upsell and renewal pipeline cadence, including risk reviews, mitigation plans, and forecasting.
- Create customer health models from qualitative and quantitative data to surface growth opportunities and churn risks.
- Lead cross-functional projects with Strategy & Operations, Sales, Marketing, Network, and technology teams.
- Gather Salesforce and other data-capture requirements, then coordinate implementation with GTM Systems colleagues.
- Report to the Director of Commercial Strategy & Operations.
- Support successful client launches, long-term retention, and account expansion.
Requirements
- At least five years of relevant professional experience.
- Strong analytical ability and careful attention to detail.
- Strategic judgment and the ability to explain long-term value creation alongside operational execution.
- Excellent organization, persistence in following through, and proactive progress communication.
- A strong work ethic and ability to succeed in a dynamic, high-growth environment.
- Structured problem-solving skills, including when a problem is ambiguous.
- Preferred: at least three years in investment banking or management consulting.
- Preferred: experience in healthcare or employer benefits.
- Preferred: experience in business operations or Client Success.
- Preferred: examples of using AI to streamline and improve workflows.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Short- and long-term disability coverage
- Life insurance
- 401(k) with company match
- Paid time off
- Paid parental leave
- Annual bonus, depending on location, level, and relevant experience