Client Success Manager

CancerNavigator is a healthcare startup dedicated to supporting cancer patients in their hour of need. Our Mission & Our Work, in Brief Cancer is the number one cause of death for commercially insured Americans and the top cost driver for health plans. And, cancer patients are struggling. CancerNavigator is a white-glove, end-to-end, cancer support service for patients and their families. We work with health plans across the country to provide 1-1 support to members facing a cancer diagnosis. Our support is delivered through dedicated Oncology Certified Nurses, who help members get to fantastic experts for their care and help them through the thousands of other problems that arise across the cancer journey. Join us to serve cancer patients in their hour of need. The “Client Success Manager” Role CancerNavigator has established a strong client base. We now serve ~1m covered lives across ~65 clients. As we scale, we are standardizing how we serve our foundational clients (those with fewer than 10,000 covered lives) and building a more consistent way to launch new clients. We are looking for a client-focused, highly organized team member who can own a portfolio and bring structure to how clients come onboard. This role has two primary responsibilities: Managing a Client Portfolio: You will own a portfolio of CancerNavigator’s foundational clients under a standardized service model, building strong, lasting relationships and driving client and patient impact. You will help shape and strengthen this service model by gathering client and internal feedback, identifying opportunities for improvement, and thoughtfully evolving how we support this client segment. Regular work includes delivering reporting, leading renewals, and resolving client issues as they arise. It may involve travel for client meetings. Coordinating Implementation & Owning Process: You will own the implementation project plan and coordinate the meetings, timelines, decisions, and dependencies that get new clients live. This includes supporting the launch, data, eligibility, and internal readiness workstreams, holding internal and client stakeholders accountable to agreed-upon deadlines, and ensuring a seamless handoff from implementation to ongoing client success. You will also play an important role in strengthening our foundational implementation process by maintaining and improving the templates and resources the team relies on, incorporating lessons learned, and continuously iterating based on client and internal feedback. The Requirements We are looking for a self-motivated, client-focused individual who is excited to join a mission-driven firm and to be a foundational part of the company’s success. CancerNavigator is a small company that’s evolving quickly, so evidence of entrepreneurial agility, flexibility, and grit is important, but high levels of EQ and humility are equally valued. More specifically, we are looking for someone with: Approximately 5 years of client-facing experience, ideally in client success, account management, implementation, or project management A track record managing multiple clients or projects at once, and facilitating client meetings and cross-functional work Exceptional organization and project management, with a demonstrated ability to create structure and drive accountability Clear, polished client communication and sound judgment on when to solve a problem independently and when to escalate Willingness to travel for client and team in-person sessions (projected 15%) Comfort working with data, reporting, and operational detail Comfort working in an evolving environment where the role will help shape the operating model A process-improvement mindset, including comfort using automation and AI to work more efficiently Sufficient executive presence to work credibly with union leaders, employers, public sector stakeholders, and internal leadership Experience in healthcare, employee benefits, labor, or public sector is valuable but not required A team first mentality, a strong work ethic and a proactive problem solver Compensation and Benefits Salary Range: $90-100k (dependent on qualifications and experience) Performance-based incentive compensation Remote-first work; live where you want within the U.S. All-company on-sites 2-3 times per year Medical and Dental Insurance (80% employer paid), Vision Insurance (100% employer paid) Healthcare and Dependent Care FSA Group Life and AD&D Insurance (involuntary with the option to buy-up coverage) Unlimited PTO Our Culture & Values, In Brief We’re building a company where what we do matters. The goal couldn’t be clearer – serve cancer patients. As the business grows, and the work becomes more complex, we need to become more, not less, committed to why we are doing this. We have three company values, which guide our company: Patients first, always: In everything we do, we put the cancer patient (and their families) first; we exist to serve them in their most urgent moments. Respect for our responsibility: We strive, as a team, to respect the gravity of the responsibility we bear to patients, always acting and producing in a way that is worthy of the trust they have placed in us. Kindness to and respect for others: We treat our teammates well, no exceptions. We are one team. At CancerNavigator, we believe a well-rounded and diverse team is a key to our success. We never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.