Client Success Associate

The Client Success Associate (CS Associate) supports a consistent, high-quality experience across assigned employer clients. Working with the accountable Client Success Manager (CSM)and Client Success leaders, the Associate coordinates defined deliverables across the client lifecycle—from implementation handoff and benefit readiness through ongoing service, member engagement, Business Reviews, and renewal preparation.

In this role, you build client, product, and market knowledge and take on work with growing independence. You contribute to client value, adoption, retention, satisfaction, and growth through organized preparation, data-informed support, and reliable follow-through. Account strategy, complex client decisions, and end-to-end renewal ownership remain with the accountable CSM and leadership; you own your assigned deliverables, timely escalation, and commitments.

Key Responsibilities

• Portfolio ownership and key-account support: Own day-to-day management of assigned Micro to Mid-Market clients and, when aligned, support Large Market accounts and key-account workstreams with the accountable CSM.

• Client value and adoption: Monitor client goals, utilization, and engagement; contribute insights to Business Reviews; and support outreach when disengagement is flagged.

• Client meetings and account planning: Coordinate ABR preparation, notes, and action tracking; contribute account-plan inputs and present assigned findings with CSM or Director support.

• Renewal and retention support: Track renewal timing and Salesforce pipeline, organize client inputs, and support renewal strategy and materials with CSM guidance.

• Risk and performance-guarantee support: Monitor client risk, service, satisfaction, and performance-guarantee signals; escalate concerns and support remediation under Director guidance.

• Member marketing and engagement: Support open-enrollment readiness, benefit education, and engagement activities that increase service utilization and client and Member value.

• Launch and cross-functional coordination: Track implementation handoffs and readiness milestones, coordinate internal partners, and keep clients informed of progress and next steps.

• Relationship and new-buyer support: Build day-to-day client relationships and support stakeholder mapping, sponsor preparation, advocacy, and new-buyer engagement.

• Growth support: Identify client needs and whitespace, and route potential upsell and cross-sell opportunities to the CSM or Sales partner.

• Operational excellence: Maintaintimely Salesforce records and account governance, including client notes, risk logs, meeting preparation, and action items.

• Continuous learning and problem solving: Build market and product knowledge, identify basic patterns, help address root causes, and improve recurring workflows with coaching.

What We’re Looking For

Skills and Capabilities

• Clear, professional written and verbal communication; able to prepare concise, accurate client-ready materials.

• Strong organization, attention to detail, and follow-through across multiple deadlines and workstreams.

• Developing analytical and consultative skills: able to identify basic patterns, prepare questions and recommendations, and explain findings with coaching.

• Good judgment about when to act, when to ask for guidance, and how to escalate an issue with useful context.

• Collaborative, adaptable, and resilient; comfortable learning in a changing environment and working across teams.

• Demonstrates People First, ownership, accountability, humility, and openness to feedback in client and internal interactions.

Qualifications

• At least 2 years of experience in client success, account management, customer support, healthcare, digital health, SaaS, or another client-facing environment.

• Experience coordinating projects, client deliverables, meetings, or multiple stakeholder workstreams.

• Proficiency with Microsoft Excel and PowerPoint; experience with Salesforce or another CRM is an advantage.

• Bachelor’s degree or equivalent relevant experience.

Preferred

• Experience with employer benefits, healthcare services, client implementation, or open-enrollment activities.

• Experience with Tableau, Power BI, or similar data-reporting tools.

• Experience working in a fast-paced or start-up environment.

Who we are

Transcarent is the One Place for Health and Careᵀᴹ, bringing medical, pharmacy, and point solutions together with the WayFindingᵀᴹ experience, the first and only generative AI-powered health and care platform for health consumers.

Our WayFinding experience, paired with transparent and consumer-driven pharmacy care, 2nd.MD expert medical opinions, and virtual primary care, works seamlessly with comprehensive Care Experiences – Cancer Care, Surgery Care, and Weight Health – to support people with all of their health needs, simple or serious. More than 1,700 employers and health plans rely on us to provide information, guidance, and care, empowering health consumers with more choice, an experience they love, access to higher-quality care, and lower costs for 21 million Members. For more information, visit transcarent.com, and follow us on LinkedIn.

At Transcarent, our values guide everything we do:

• People First: We prioritize our Members, clients, and each other in every decision

• Care: Every decision starts with improving health and care for our Members

• Resilience: We push boundaries and take the uncharted path to change an industry

• Results: We take ownership, solve with speed, and deliver for our people and each other

• Humble and Human: We lead with humility, bring fun to tough moments, and go further together

Total Rewards

Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal equity. Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options.

Our benefits and perks programs include, but are not limited to:

• Competitive medical, dental, and vision coverage

• Competitive 401(k) Plan with a generous company match

• Flexible Time Off/Paid Time Off, 13 paid holidays

• Protection Plans including Life Insurance, Disability Insurance, and Supplemental Insurance

• Mental Health and Wellness benefits

Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out!

Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current health and care with their unique experiences.