Client Insights Manager

As we continue to expand the team responsible for implementing and managing enterprise clients, we are looking for a Client Insights Manager to help us execute operationally. This role will play a critical role in our ability to support and maintain our growing book of business.

Reporting to the Sr. Director of Client Success Operations, you will own key operational activities and be crucial in helping to manage the client lifecycle for Carrum’s enterprise clients. This is a tremendous growth opportunity for someone looking to be challenged on a daily basis, learn from an experienced team, and build a career in Client Success. The Client Insights Manager will build and refine the analytical, operational, and educational foundation that enables Carrum’s Client Success organization to deliver exceptional outcomes for our employer clients. This role blends data analytics, reporting strategy, instructional design, operational rigor, and cross-functional collaboration to elevate how our teams - and our clients - understand and use data.

In this role, you will also design and optimize key reporting frameworks (e.g., ABRs, QBRs), enhance Tableau data sources, evaluate and implement CRM or reporting tools, and support CS operational processes across the organization. You will collaborate closely with Business Intelligence, Product, Analytics, Finance, Billing, Legal, Provider Operations, and other teams to ensure seamless workflows and data-driven decision-making.

Additionally, the Client Insights Manager will support core Client Success operational workflows — including supplemental client reporting, patient escalation research, and cross-functional initiatives with Billing, Legal, Provider Operations, and other teams. As the organization grows, there will also be an opportunity to develop and deliver training programs for both internal Client Success team members and external clients. You will create curriculum, instructional materials, and courses that help new and existing CSMs understand reporting best practices, interpret data effectively, and communicate insights with clarity. 

The salary range for this role is $120,000 - $140,000 plus bonus, depending on level of experience and geographic location. 

You’re excited about this opportunity because you will...

• Design, maintain, and enhance client-facing reporting templates for ABRs, QBRs, and other client presentations.
• Evaluate third-party CRMs, analytics platforms, and workflow tools to improve automation and operational rigor.
• Improve and optimize Tableau data sources and dashboards to increase accuracy, reliability, and efficiency.
• Liaise between Client Success and BI/Product teams to define reporting needs and develop enhancements that make dashboards more intuitive and actionable.
• Translate complex data into clear, actionable insights that empower Client Success Managers and strengthen client storytelling.
• Provide insights-driven support for Carrum’s largest enterprise clients, including ad hoc data requests and deep-dive analyses.

• Create and improve operational procedures and workflows that enhance efficiency across CS operations.
• Lead implementation, configuration, rollout, and ongoing management of new tools, including documentation, enablement, and training.
• Serve as the internal subject-matter expert on CS tools, reporting systems, and operational processes.
• Partner with Finance to automate workflows and develop consistent, templated reporting.
• Lead or support cross-functional initiatives with Billing, Legal, Provider Operations, and others to streamline workflows and enhance the overall client experience.
• Offer occasional onsite event support as needed.
• Identify opportunities to reduce operational inefficiencies and strengthen data integrity across the organization.

• Develop and maintain documentation, playbooks, process standards, and instructional materials to ensure consistent execution and scalable team practices.

• Create and implement instructional materials, training modules, and courses for internal CS teams and clients—covering topics such as interpreting report data, generating meaningful client insights, and presenting data effectively.
• Develop onboarding curriculum for new CSMs to ensure strong foundational knowledge of reporting, analytics, and best practices in client storytelling.
• Centralize and standardize client training, providing consistent, scalable education that reduces the need for CSM-led one-off training.
• Facilitate live or recorded training sessions, workshops, and refreshers to build team competency in reporting tools, dashboards, and client insights frameworks.
• Develop playbooks, documentation, and learning resources that elevate team performance and knowledge retention

We’re excited about you because you bring…

• 5-8+ years of experience in Client Insights, Client Success Operations, Business Operations, Data Analytics, Training/Enablement, or a related field (healthcare experience a plus).
• Experience designing training programs, curriculum, or instructional materials—preferably within a technical, data-driven, or client-facing environment.
• Strong background in BI/reporting tools with expertise in Tableau (Looker, Power BI, or similar also beneficial).
• Experience evaluating, implementing, or administering CRM and workflow platforms (Salesforce, HubSpot, Gainsight, or similar).
• Demonstrated ability to manage complex, cross-functional projects from scoping to execution.
• Experience working with enterprise clients and supporting high-stakes client engagements.
• Advanced Excel/Google Sheets skills; SQL or strong data analysis experience a plus..
• Exceptional analytical and communication skills—the ability to turn data into insights and insights into compelling narratives.
• Highly organized, detail-oriented, and able to manage multiple initiatives simultaneously.
• Comfortable working in a dynamic, fast-paced environment with evolving priorities.