Senior Client Success Manager

Company: Integrated Healthcare Association
Location: Oakland
Posted on: January 28, 2026

Job Description:

Job Description About this role We are looking for a passionate and experienced Sr. Client Success Manager to help us expand health plan and provider participation in California’s Symphony Provider Directory, the large scale, state-wide provider directory. This position will be reporting to the Senior Director, Client Success and Operations and will manage an assigned portfolio of clients and projects including plan development and execution, management of issues and dependencies across all workstreams, and project level reporting. This role not only manages strategic client relationships but also serves as a key contributor to product evolution and operational excellence. This is a unique opportunity to work with thought leaders across California and be a part of a smart, hard-working, fun team that leads big and challenging projects that move the needle on key healthcare pain points. About IHA Integrated Healthcare Association (IHA) brings the healthcare industry community together to solve industry-wide challenges that stand in the way of high-value care. As a non-profit industry association, we use our decades of expertise, objective data, and our unique role as a trusted facilitator to make the healthcare system work better for everyone. We provide insights that help the healthcare system continuously improve. We build new tools that simplify how the industry works together. And we provide a forum for cross-industry leaders – through our board and programs – to have honest conversations that guide the future of healthcare. Core Job Duties and Responsibilities: Client Relationship Management Serve as the primary relationship manager for an assigned portfolio of high?value, strategic clients. Own the end?to?end client experience, including onboarding, training, support, and long?term account management. Foster strong, positive relationships through proactive communication and a high level of service. Act as a trusted advisor by understanding client workflows, business needs, and success criteria. Communicate technical changes, product updates, and upcoming releases to ensure clients remain informed and prepared. Stay current on industry trends and client?relevant developments. Client Health, Retention & Growth Identify early retention risks and coordinate cross?functional remediation plans. Advocate for client needs by researching their goals and identifying opportunities for added value. Ensure optimization and adoption of Symphony solutions to support client outcomes and long?term retention. Maintain accurate client documentation, CRM updates, and early identification of client advocates and accounts at risk. Issue Resolution & Operational Excellence De?escalate and resolve critical client issues by identifying solutions that balance client needs and Symphony priorities. Proactively create and manage action plans to mitigate issues through full resolution. Navigate unexpected events with composure, facilitating change management and ensuring continuity of service. Manage client implementations and ongoing activities using project management tools, providing timely updates and clear status reports. Product & Process Influence product roadmap decisions by translating client needs into actionable requirements Provide Client Success SME support to product and operational teams by offering insights on enhancements, scalability, and client?facing workflows. Develop and maintain external?facing materials such as presentations, training content, and knowledge articles. Support in the development and implementation of KPIs for the client success team to track performance and client outcomes Prepare, review, and deliver internal and external reports as required. Team & Development Mentor peers and contribute to leadership development within the Client Success team. Foster a culture of accountability, collaboration, and continuous improvement. Take increased ownership of complex Client Success processes and subject?matter areas. Qualifications: BA/BS degree Experience within the healthcare industry 3-5 years’ experience in client success, client-facing role, and account relationship management Strong conflict resolution and decision-making skills, especially in high-stakes or high-pressure situations Ability to develop long-term client success strategies and implement them effectively across multiple accounts Proven ability to manage complex client relationships and address escalations diplomatically Advanced project management skills, capable of handling multiple high-impact projects simultaneously Exceptional communication and presentation skills Ability to navigate organizational change and adapt to evolving client needs and market conditions Proficiency with CRM software and Microsoft Office Suites Ability to anticipate needs, identify issues impeding success, and propose creative, viable solutions Ability to work autonomously and take full ownership of assigned client portfolio Demonstrated ability to influence product strategy and operational frameworks. Experience collaborating with technical teams to translate client needs into product requirements. Benefits: Competitive salary Primarily remote work with access to our Lake Merritt office in Downtown Oakland Subsidized gym membership ClassPass 401K contribution 20 paid days off a year to start 19 holidays Employee Development Programs LinkedIn Learning, subsidized conference attendance and leadership development courses Medical, dental, and vision Mental health support services with Optum Counselors 24/7 (Online Therapy) – Talkspace and access to meditations apps such as Calm Flexible Spending Account

Keywords: Integrated Healthcare Association, Taylor , Senior Client Success Manager, IT / Software / Systems , Oakland, Michigan