Client Success Coach Jobs (NOW HIRING)

Company Mission

The Difference Card helps employers build smarter, more cost-effective health plans that reduce healthcare costs while delivering exceptional employee benefits. Since 2001, we've partnered with employers and brokers nationwide to provide innovative healthcare financing solutions that generate meaningful savings while delivering an outstanding client experience.

Role Overview

The Manager, Client Success is a frontline people leader responsible for leading, coaching, and developing a team of Client Success professionals. This role is accountable for delivering exceptional client outcomes while driving retention, customer satisfaction, operational excellence, and growth within an assigned portfolio.

The goal of the Manager, Client Success is to ensure their team:

• Is supported, coached, and developed, creating a high-performing team and a great place to work.
• Delivers an exceptional client experience, reflected in strong Net Promoter Scores (NPS), customer satisfaction, and a client retention rate of 95% or greater.
• Identifies opportunities to strengthen client partnerships through increased product adoption, operational efficiencies, and thoughtful expansion of The Difference Card's solutions.

Success in the first year means building a highly engaged team that consistently delivers outstanding service, achieves retention and performance goals, and continuously improves the client experience.

What You'll Do

• Lead, coach, and develop a team of Client Success professionals, fostering a high-performing, customer-focused culture.
• Drive client retention by ensuring exceptional service, proactive account management, and timely resolution of client needs.
• Monitor team performance against key metrics, including retention, NPS, customer satisfaction, productivity, quality, and service levels.
• Build trusted relationships with clients and brokers, serving as the primary escalation point for complex issues.
• Partner with team members to identify opportunities for increased product adoption and account growth.
• Analyze client and operational trends, recommending improvements that enhance the customer experience and team effectiveness.
• Implement process improvements that increase efficiency, consistency, and scalability across the Client Success organization.
• Establish team goals, monitor performance, and provide ongoing coaching, feedback, and accountability.
• Partner with the Director of Client Success on hiring, onboarding, performance management, and workforce planning.
• Represent The Difference Card in client meetings, broker meetings, and other customer-facing engagements as needed.

What We're Looking For

• 5+ years of experience in client success, account management, customer success, or a related client-facing function.
• 3+ years of people leadership experience with a demonstrated ability to coach and develop high-performing teams.
• Experience managing complex client relationships and resolving escalated customer issues.
• Proven ability to improve customer retention, satisfaction, and team performance using metrics and data.
• Strong relationship-building, communication, coaching, and problem-solving skills.
• Ability to prioritize effectively in a fast-paced, high-growth environment.
• Bachelor's degree preferred or equivalent professional experience.

Preferred Experience

• Healthcare, employee benefits, insurance, or SaaS experience.
• Experience leading remote teams.
• Experience using CRM and customer success platforms to manage client portfolios and performance metrics.

Location: Remote

Travel: Up to 20%

Employment Status: Full-Time | Exempt

EB Employee Solutions, LLC is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. We are dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment

Company Mission
The Difference Card helps organizations build the most cost-effective health plan. Since 2001, The Difference Card has provided its clients with an average net savings of over 18%. The product utilizes proprietary medical reimbursement systems, risk transfer solutions and wellness strategies. In doing so, The Difference Card has delivered millions of dollars in savings to its clients while at the same time providing the highest level of employee benefits. With offices across the United States, The Difference Card provides a national presence combined with local expertise and service. Through strategic broker partnerships, The Difference Card delivers custom plan design solutions that exceeds the needs of both employers and employees across the country. For more information, visit www.differencecard.com