Client Success Executive

About Lantern

Lantern is a specialized healthcare platform that connects individuals with top-tier specialists across the nation in areas such as surgery, cancer care, and infusion treatments. Our Network of Excellence is trusted by leading employers to provide outstanding care with significant cost savings for over 6 million members. Lantern supports patients with dedicated care teams, including Care Advocates and nurses, guiding them through their entire healthcare journey toward better health and well-being.

About You

• You apply logical thinking to make informed decisions and prioritize progress, even in a fast-paced environment, celebrating both minor and major achievements.
• Diversity and inclusion are central to your values; you respect and cherish the unique perspectives and backgrounds of others and thrive in diverse teams.
• You possess grit, ambition, and drive to tackle challenging problems through innovative ideas supported by collaborative teams.
• Your compassion for customers prioritizes humanity in every decision, viewing those served as your key motivation.
• Integrity directs your approach, emphasizing honesty and truthfulness over giving convenient answers.
• You excel in team environments, understanding that collaboration fuels innovation and meaningful change.

Role Overview - Client Success Executive

The Client Success Executive plays a critical role managing the success and growth of Lantern’s largest client partnerships. This individual will craft and execute strategic plans to maximize client value and retention. The ideal candidate combines strategic account management experience, creative problem-solving, data-driven insights, and excellent communication to foster strong client relationships and drive outcomes. This position is remote within the USA and requires up to 20% travel.

Key Responsibilities

• Oversee and nurture the comprehensive relationship with clients and all involved stakeholders.
• Design service strategies aimed at client retention, revenue growth, and better member engagement.
• Develop plans to enhance profitability through network utilization, pricing tactics, and promotion of new offerings.
• Ensure alignment and fulfillment of both company and client objectives and expectations.
• Expertly manage client communications, escalation handling, and conflict resolution.
• Proactively identify and resolve underlying causes of service delivery challenges.
• Lead strategic planning and explore innovative ways to demonstrate product value to clients.
• Anticipate and mitigate potential service concerns before they escalate.
• Mentor and guide account managers in solving simple and complex client issues with proactive solutions.
• Ensure smooth onboarding experiences for new clients to set them up for sustained success.
• Conduct professional, face-to-face client meetings as required.
• Travel up to 20% of the time to client sites, Lantern headquarters in Dallas, and relevant industry events.

Qualifications and Requirements

• Bachelor’s degree is mandatory.
• In-depth experience in the healthcare sector, specifically in self-funded benefits, is essential.
• At least 5 years of strategic account management experience within human capital, healthcare, or benefits industries.
• Preferred experience includes healthcare startups focusing on point solutions, navigation, or disease management.
• Experience managing portfolios with multiple large enterprise or public sector clients is favorable.
• Strong interpersonal skills to engage effectively with all organizational levels, including the executive suite.
• Highly process-oriented with advanced analytical and insight capabilities.
• Exemplary leadership and influence skills to motivate Client Success Managers and support client portfolios.
• Thrives in matrix organizational structures and collaborative team environments.
• Adaptable to fast-paced, startup-like operational settings.
• Excellent oral and written communication proficiencies.
• Energetic and committed to fostering a world-class company culture.

Benefits

• Comprehensive medical, dental, and vision insurance plans.
• Short-term and long-term disability coverage.
• Life insurance protection.
• 401(k) plan with company matching contributions.
• Flexible time off policies.
• Paid parental leave.

Equal Opportunity Statement

Lantern is committed to equal employment opportunities and does not discriminate based on race, gender, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any legally protected status.