Client Success Associate

Transcarent and Accolade have come together to create the One Place for Health and Care, the leading personalized health and care experience that delivers unmatched choice, quality, and outcomes. Transcarent’s AI-powered WayFinding, comprehensive Care Experiences – Cancer Care, Surgery Care, Weight – and Pharmacy Benefits offerings combined with Accolade’s health advocacy, expert medical opinion, and primary care, allows us to meet people wherever they are on their health and care journey. Together, more than 20 million people have access to the combined company’s offerings. Employers, health plans, and leading point solutions rely on us to provide trusted information, increase access, and deliver care.

We are looking for teammates to join us in building our company, culture, and Member experience who:  

• Put people first, and make decisions with the Member’s best interests in mind 
• Are active learners, constantly looking to improve and grow 
• Are driven by our mission to measurably improve health and care each day 
• Bring the energy needed to transform health and care, and move and adapt rapidly 
• Are laser focused on delivering results for Members, and proactively problem solving to get there 

About this role 

As an Client Success Associate, you will be responsible for leading and managing a small SBM portfolio of clients with varying Transcarent solutions and levels of complexity. You will work closely with internal teams to ensure a seamless client experience, drive retention, and expand client relationships. This role requires strong strategic thinking, problem-solving abilities, and excellent communication skills to support both client growth and business success.  Agile and flexible in working cross-functionally in a fast-paced, evolving environment. 

What you’ll do 

Client Relationship Management 

• Serve as the primary point of contact for clients, ensuring strong relationship management at multiple levels. 
• Strong client management and relationship-building abilities with a proactive, consultative approach. 
• Partner with Account Executives to align client goals, retention strategies, and expansion opportunities. 
• Drive client satisfaction and loyalty, measured by survey results, retention rates, and revenue growth. 
• Proactive approach to derisk and maintain strong account health across  
• Lead client renewal and upsell processes to expand revenue opportunities 
• Exceptional communication and presentation skills, both verbal and written 
• Problem-solving mindset with a process-driven approach to managing complex client needs. 
• Ability to prioritize multiple deliverables while meeting deadlines and maintaining high-quality work.

Operational Excellence & Strategic Support 

• Serve as secondary support for large market clients aligned to an Account Executive 
• Use Tableau to analyze client data, utilization trends, and extract actionable insights to drive decision-making 
• Keep all client records updated using Salesforce and internal knowledge-sharing platforms such as Confluence. 
• Work closely with the marketing team to execute client engagement campaigns and drive adoption. 
• Detail-oriented with excellent organizational and project management capabilities 

Process Improvement & Problem-Solving 

• Identify and implement process improvements to enhance operational efficiencies and client outcomes. 
• Manage escalations by proactively addressing client concerns and providing data-driven solutions. 
• Stay informed on industry trends, company offerings, and competitive landscape to provide strategic insights. 

What we’re looking for 

• 3+ years of experience in Client Success, Account Management, or a related role in healthcare, digital health, SaaS, or other technology-driven industries. 
• Proven track record of achieving client retention and revenue growth. 
• Self-starter capable of working independently and organizing workflow to meet changing priorities, teams and deadlines 
• Highly curious and willing to stretch, learn, develop and (at times) be uncomfortable.  
• Process-focused approach, with strong problem-solving skills and keen attention to detail. 
• Hands-on experience with Salesforce, Excel (intermediate+), PowerPoint, Tableau, and Confluence 
• Bachelor’s degree in business, healthcare administration, or a related field. 
• Experience in managing renewals and upsells within a SaaS or healthcare organization is a plus.