[Hiring] Enterprise Client Success Manager @Root Functional Medicine

Role Description

The Client Success Manager owns Root's employer relationships from contract signing through renewal. You lead onboarding, drive member enrollment and engagement, prove program value with data, and renew and expand every account.

You’ll serve as the strategic advisor to HR, benefits, and wellness leaders. You translate their goals into measurable outcomes. You report to the VP of Sales and sit within the commercial team. This is a cross-functional role that collaborates closely with Sales, Clinical, Product, Operations, Engineering, and Marketing.

Qualifications

• 5+ years in account management, client success, or a relationship-focused commercial role in health benefits, HR tech, digital health, or a related field.
• Demonstrated experience owning a book of business with measurable retention, renewal, and expansion results.
• Experience presenting to and influencing HR, benefits, finance, and C-suite leaders.
• Experience personally leading renewals and commercial conversations.
• Strong written and verbal communication, high follow-through, and CRM discipline.
• Willingness to be measured on retention and renewal.
• Early-stage startup experience, including building a client success function from the ground up (preferred).
• Experience working with benefits brokers and consultants (preferred).
• Background in self-insured health plans or employer-direct healthcare (preferred).
• Understanding of self-funded employer economics, claims data, healthcare cost drivers, and how benefits leaders evaluate vendor ROI (preferred).
• Familiarity with chronic disease, population health, or preventive care (preferred).
• Experience with HubSpot, Salesforce, or a similar CRM (preferred).

Requirements

• Take ownership of the employer relationship from Sales at contract signing.
• Lead employer kickoff meetings. Set implementation timelines, success metrics, and communication expectations.
• Coordinate Clinical, Operations, Product, and Marketing to launch each program on time.
• Confirm account configuration, eligibility files, and reporting are complete before go-live.
• Serve as the primary point of contact for HR leaders, benefits teams, and executive sponsors.
• Build relationships across multiple stakeholders so no account depends on a single champion.
• Run a consistent cadence of check-ins, quarterly business reviews, and executive updates.
• Coordinate onsite phlebotomy events with Root's lab partners.
• Communicate new product releases to employers.
• Surface employer needs early and close the loop on every commitment.
• Track enrollment, engagement, and utilization. Present findings and recommendations to employer stakeholders.
• Identify eligible employees who have not enrolled. Build targeted outreach with Clinical and Marketing.
• Build ROI summaries that connect member outcomes to employer cost.
• Track account health and flag at-risk accounts to leadership with a recovery plan.
• Own renewals for your book of business. Build the business case, lead the conversation, and close.
• Start the renewal process 6–9 months out. Engage executive sponsors and surface objections early.
• Expand accounts from Root's wellness program to the full clinical program.
• Identify new employee populations, new services, and referrals within existing accounts.
• Partner with the VP of Sales on pricing, contract terms, and escalations.
• Coordinate eligibility, claims, utilization, and other employer data feeds required to operate and measure the program.
• Ensure employers receive accurate, timely reporting and understand what the data means.
• Work with brokers and consultants to support client reviews, renewals, and benefit strategy.
• Translate Root's clinical and engagement outcomes into a compelling financial and workforce story.
• Write the playbooks and processes for Root's account management function as we scale.

Benefits

• Competitive base salary.
• Performance-based variable compensation.
• Meaningful equity.
• Full benefits, including medical/dental/vision.
• Health Savings Account (HSA).
• 401K with Safe Harbor employer matching.
• Generous Paid Time Off (PTO).
• Team conference attendance.