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 Director 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.

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Complex Problem-Solving & Analytical Reasoning: Strong ability to synthesize complex performance data, diagnose root operational issues, and turn insights into actionable strategic solutions.

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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.

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Agile Context Switching: High cognitive flexibility to seamlessly shift between high-level executive strategy presentations and granular, day-to-day operational execution and troubleshooting.

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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, impleme