Client Growth & Success Manager

• We are seeking a Manager, Client Growth & Success to own a portfolio of our mid-sized employer clients, building strong relationships and a repeatable, scalable approach that keeps them engaged, renewing, and growing
• In this role, you’ll work closely with client and consultant stakeholders to drive engagement, satisfaction, and retention, while owning a renewal and expansion quota and growing revenue within your book
• You’ll be a trusted advisor and strategic partner, rolling up your sleeves to help clients reach their goals and contribute to Twin’s growth and scale. You’ll collaborate across teams, including Marketing, Health Economics, Clinical Delivery, Partner Integration, and Product, to make sure internal efforts align with client priorities, maximize program utilization, and support long-term success
• Reporting to the Senior Director of Client Success & Growth, you’ll play a key role in driving KPIs, shaping best practices, supporting Twin’s evolving client base, and building strong, long-term client partnerships
• Own and manage a high-volume portfolio of mid-sized employer clients as the single point of accountability
• Build trusted relationships with client and, where applicable, consultant stakeholders, aligning on goals and KPIs
• Develop deep expertise in Twin’s programs, operations, and growth strategies to advise clients effectively
• Provide data-driven recommendations to increase engagement, improve outcomes, and maximize satisfaction
• Prepare and deliver client reporting, including ROI analysis and business reviews built on scalable templates and tailored to each client’s objectives
• Proactively monitor client health and mitigate risks to satisfaction and retention, using data and health signals to decide where to focus your time
• Turn high-performing clients into advocates through success stories, testimonials, case studies, and external promotions
• Lead strategies that maximize program adoption and member engagement
• Use data insights to refine client strategy and improve outcomes
• Partner with Marketing to create lifecycle campaigns that move members from registration to activation and to create client-facing materials and success stories
• Support and host client webinars, one-to-many programs, and special initiatives to build engagement and community
• Manage the full renewal lifecycle for your portfolio, ensuring timely, successful outcomes and attainment of your renewal quota
• Identify, pursue, and close expansion and upsell opportunities to achieve your upsell quota
• Surface risks to renewal or growth early and partner cross-functionally to resolve them
• Maintain accurate, up-to-date pipeline and forecast data in Salesforce so renewals and expansions are visible and predictable
• Serve as the central contact for client escalations, coordinating resolution across Implementation, Clinical, Product, and other teams
• Share client insights with internal teams to inform product improvements and growth strategies
• Collaborate with Marketing to develop promotional toolkits and campaigns that drive engagement
• Operate with urgency, rolling up your sleeves to meet client needs and business objectives
• Other duties as assigned

Benefits

• 401(k) for retirement
• Unlimited PTO
• High-quality medical, dental, and vision coverage
• HSA/FSA plans, life insurance, and disability
• Support from licensed financial wellness advocates
• Paid parental leave for birth/adoption (16 weeks of 100% paid leave for the primary caregiver and 8 weeks for the secondary)
• Access to benefits supporting overall well-being (eg. pet insurance, gym discounts)
• Stipend program (100% personalized and inclusive)

• The ideal candidate is a self-starter, highly organized, resourceful, and customer-obsessed. You are both a strategic thinker and a hands-on operator, comfortable navigating ambiguity, motivated by impact, and naturally collaborative
• You are energized by carrying a number, comfortable managing a high volume of accounts, and disciplined about where you spend your time
• Proven track record of meeting or exceeding renewal and/or upsell quotas
• A collaborative mindset and a passion for making a meaningful impact
• Working knowledge of CRM tools (Salesforce preferred) and comfort forecasting renewals and pipeline
• Exceptional communication and relationship-building skills
• Comfort using data tools and AI to work efficiently and improve how we serve clients at scale
• Comfortable navigating ambiguity in a high-paced company, and working independently
• Skilled at understanding Twin’s programs, functionality, and best practices; able to confidently answer client questions and present tailored solutions
• This remote opportunity is available to US based persons. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time
• 3+ years of experience in client success, account management, or a similar customer-facing role within a SaaS, health, or services-driven organization
• Strong analytical and data storytelling skills
• Ability to travel as needed
• Ability to build and use repeatable playbooks, templates, and one-to-many motions to serve clients efficiently at scale
• Experience managing a high volume of accounts, with strong judgment in prioritizing time and effort based on client risk and opportunity
• Proven track record of driving client growth, engagement, and retention
• Highly organized with excellent attention to detail and follow-through
• The flexibility and agility to work cross-functionally in a fast-paced environment
• Adept at managing a diverse client portfolio, understanding client culture, priorities, and goals, and effectively conveying needs internally to align resources
• Strong problem-solving abilities
• Experience using data to guide prioritization
• Comfortable navigating large volumes of information and ambiguity, asking the right questions, analyzing situations, and uncovering root causes to solve challenging problems