Manager, Client Success (Emerging Market)

About Lantern Lantern is the specialty care platform connecting people with the best care when they need it most. By curating a Network of Excellence comprised of the nation's top specialists for surgery, cancer care, infusions and more, Lantern delivers excellent care with significant cost savings to employers and their workforces. Lantern also pairs members with a dedicated care team, including Care Advocates and nurses, for the entirety of their care journey, helping them get back to good health, back to their families and back to work. With convenient access to specialists nationwide, Lantern means quality care is within driving distance for most. Lantern is trusted by the nation's largest employers to deliver care to more than 6 million members across the country. Learn more about us at lanterncare.com.  Manager, Client Success (Emerging Market) Lantern is on an exciting trajectory of rapid growth! The Client Success Team is looking for a Manager, Client Success to own the health and growth of our Emerging Market segment (employers with 1,000–5,000 EEs) in close partnership with the VP of Client Success, Emerging Market. This is a player-coach role: the Manager will personally own a book of roughly 10 client accounts while directly managing and coaching a team of 3–4 Client Success Managers. The Manager is the first point of escalation for their di rect reports, driving issues to resolution and looping in the VP of Client Success for situations that require VP-level involvement. The Manager also acts as a thought partner to the VP — providing visibility into the health of the full segment book (their own accounts plus their team’s) and helping drive department-wide process and operational improvements. The ideal candidate combines hands-on client relationship skills with strong coaching instincts, a data-driven mindset, and comfort operating as a clos e partner to segment leadership rather than an independent decision-maker . Location : US, Remote Responsibilities : Own Book of Business (~10 accounts)   Personally own the end-to-end relationship for an assigned book of approximately 10 Emerging Market client accounts Develop and execute service strategy to drive renewal, growth, and member retention across owned accounts Identify opportunities to grow account revenue through better utilization, pricing strategy, and communication of new or enhanced offerings Exercise judgment in handling client discussions, escalations, and issue resolution for owned accounts Proactively diagnose and resolve root-cause drivers of service or delivery issues Conduct professional, productive in-person and virtual meetings with clients Willingness to travel as needed to clients, Lantern headquarters (Dallas), and relevant industry events   Team Leadership, Coaching, Escalation Management, and Day-to-Day Triage   Directly manage, mentor, and coach 3–4 Client Success Managers, with potential for the team to grow over time Coach, mentor, and hold direct reports accountable for identifying revenue-growth opportunities within their book of business — utilization, pricing strategy, and communication of new or enhanced offerings Serve as the first point of escalation for direct reports, driving issues to resolution and looping in the VP of Client Success for situations that require VP-level involvement Coach direct reports on the full spectrum of client success skills: relationship management, upsell and cross-sell strategy, renewal strategy, and how to identify both risk flags and growth opportunities Conduct regular 1:1s and co-own Emerging Market team meetings alongside the VP; provide ongoing feedback and support career development and progression Support hiring and onboarding of new Client Success Managers as the team scales Foster a collaborative, high-performance team environment focused on shared client success goals   Book of Business Analysis & Reporting   Analyze the health of the full book of business rolling up to the role — owned accounts plus all direct reports’ accounts — including renewal risk, growth pipeline, and client satisfaction Prepare and deliver regular readouts to the VP of Client Success summarizing segment health, key risks, wins, and emerging trends Proactively flag at-risk accounts or systemic issues before they escalate, keeping the VP consistently informed (“managing up”) Own data hygiene and accuracy across reporting tools, dashboards, and CRM records to ensure real-time visibility into segment performance   Partnership with VP / Segment Co-Leadership   Act as a close thought partner and co-leader with the VP of Client Success on strategy for the Emerging Market segment Partner with the VP on goal-setting, resourcing, and team structure decisions as the segment grows Partner with key stakeholders to develop and standardize Client Success processes and playbooks (relationship management, upsell, renewal, risk escalation, reporting, etc.) Champion adoption of standardized processes and best practices across the team Proactively identify opportunities for improvement and automation, and propose solutions Actively participate in and own segment initiatives and special projects as needed   Cross-Functional Collaboration   Establish strong working relationships with internal stakeholders in sales, marketing, network, member services, and other related functions Foster a “one team” approach, advocating on behalf of clients and the Client Success team for improved processes and automation   Requirements : Bachelor’s degree required Experience in the healthcare industry, with a focus on the self-funded benefits industry, required 7+ years of job-related experience in a strategic account or client management role within human capital, healthcare, or benefits preferred 2–3 years of people management experience preferred; candidates with strong mentorship experience and demonstrated leade