Sr. Manager Client Success

Papa is a new kind of care built on human connection. Across the country consumers, health plans, and employers look to Papa to provide vital social support by pairing older adults and families with Papa Pals. Trained and vetted companions who provide a helping hand and an open ear, resulting in less loneliness, better health, and happier lives. Founded in 2017 due to Andrew's personal need with his grandfather, Papa. Based in Miami, Papa is backed by Canaan, Tiger Global Management, Comcast Ventures, SoftBank Vision, TCG, Initialized Capital, and Seven Seven Six, among other revered institutional and individual investors. We envision a world where no one has to go it alone. Learn more at Papa.com . About the Role: The Senior Manager of Client Success is responsible for owning the success, retention, and growth of a portfolio of Papa’s health plan clients. This is a highly client-facing role, but it goes beyond traditional relationship management. The Sr. Manager will maintain end-to-end accountability for client outcomes, partnering closely with operational, analytical, and cross-functional teams to deliver against client commitments. Successful candidates will be equally comfortable presenting to senior client stakeholders, digging into performance data, troubleshooting an operational issue, and bringing together internal teams to drive a solution. The overarching goal is simple: deliver exceptional client outcomes that drive retention and growth. Key Responsibilities: Serve as the primary relationship owner for a portfolio of health plan clients. Develop a strong understanding of each client’s goals, contract terms, performance expectations, and growth opportunities. Stay accountable for client performance, including retention, satisfaction, contractual commitments, and operational execution. Lead recurring client meetings, executive business reviews, performance discussions, and other client communications. Identify client risks, performance gaps, and emerging needs. Create and drive clear plans to address client risks and performance gaps. Partner with Operations, Product, Analytics, and other Papa teams to resolve operational issues affecting clients. Use data and reporting to evaluate client performance and identify trends and opportunities. Develop actionable recommendations for clients and internal teams. Identify and execute opportunities to expand client relationships through additional services, programs, or populations. What We Are Looking For: 8+ years of experience in client success, account management, partnerships, consulting, strategy, operations, or a similar client-facing role. Experience managing senior client relationships and delivering strong business results. Complex Problem-Solving & Analytical Reasoning: Strong ability to synthesize complex performance data, diagnose root operational issues, and turn insights into actionable strategic solutions. Emotional Intelligence & Stakeholder Management: Proven capability to build trust, navigate high-stakes client discussions, address performance gaps directly, and drive alignment across cross-functional teams under pressure. Agile Context Switching: High cognitive flexibility to seamlessly shift between high-level executive strategy presentations and granular, day-to-day operational execution and troubleshooting. Sustained Focus & Multi-Project Management: Capability to maintain end-to-end accountability, prioritize, and drive multiple client accounts, implementations, and internal initiatives to completion simultaneously. Strong organizational and project management skills with a willingness to take ownership and follow issues through to resolution. Nice to Have Experience working with health plans, employers, healthcare organizations, or other B2B clients. Experience in consulting, business operations, strategy, or a similar role. Experience managing performance metrics, implementations, or service operations. Experience growing client accounts or identifying expansion opportunities. Physical & Work Environment Requirements (All requirements apply with or without reasonable accommodation) Prolonged Digital Engagement: Ability to spend extended periods working on a computer, reviewing data, and participating in frequent virtual client meetings and presentation sessions. Travel: Ability and willingness to travel periodically as needed for in-person executive business reviews, client meetings, and internal strategy sessions. Location: Remote US Benefits: Competitive salary and equity package Medical, dental and vision insurance coverage HSA/FSA 401(k) plan with a match up to 4% Flexible PTO Parental leave and caregiver leave About Papa's culture: Papa’s culture is people first. While we have an incredible team of hard-working Papa people, at the end of the day, our company is really about community – and we celebrate that among our employees. We encourage everyone to bring their whole authentic selves to work. To be transparent. To be non-hierarchical. And, above all, to be a really good person. We see ourselves as a place where every Papa employee feels they belong, a place where careers flourish, a place that brings back purpose and joy to work, a culture where visionaries/entrepreneurs are developed. Equal Opportunity & Accommodation Statement: Papa, Inc. and all its affiliates and subsidiaries, is an equal opportunity employer committed to prohibiting unlawful discrimination, harassment, and retaliation. Our employees and qualified applicants are protected from discrimination based on race, color, religion, national origin, age, sex, disability, military or veteran status, gender identity, sexual orientation, or any other basis protected by federal, state, or local law. These protections apply to all employment decisions, including recruitment, hiring, performance evaluations, promotions, training, and career development. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are committed to providing reasonable accommodations to employees and qualified applicants in accordance with applicable law. If you need additional assistance or an accommodation to participate fully in any part of the hiring process, please submit a request to hrsupport@papa.com .