Senior Global Client Success Manager

We’re Apryl, part of the Progyny Inc family.

Our shared mission? To make fertility and family-forming care accessible everywhere, breaking down barriers so that anyone can start a family, no matter where they are. With Progyny’s support, we’re set to amplify our impact globally, reaching more individuals and families than ever before.

About the role:

As a Senior Global Client Success Manager, you will be instrumental in building and maintaining strategic relationships with Apryl’s and Progyny’s enterprise employer clients across multiple countries. The ideal candidate is a strategic thinker with a hands-on mentality. You’ll manage complex, multi-country client accounts, ensuring ongoing relationship support, identifying opportunities for growth, and leading upsell initiatives. In addition, you’ll be responsible for developing a global reporting framework and support US-managed accounts with global reporting efforts.

Tasks

• Client relationship management:
• Serve as a healthcare consultant and trusted business advisor, building strong, customer-centric relationships with clients at multiple levels.
• Ensure client satisfaction, retention, and engagement, while identifying opportunities to grow revenue.
• Serve as a feedback loop for your clients internally.
• New client implementation:
• Lead the implementation of new clients by guiding them on benefit design, funding, claims, and compliance.
• Document benefit requirements and ensure accurate benefit configuration by internal teams for a successful launch.
• Develop and present client- and member-facing collateral, ensuring a smooth transition and clear communication.
• Global reporting & analytics:
• Establish a streamlined global reporting framework to provide clients and internal teams with relevant, timely insights.
• Utilise a process-oriented, data-driven approach to drive automation and operational efficiency, continually seeking ways to optimise workflows and client interactions.

Requirements

• Education:
• Bachelor’s degree or higher.
• Experience:
• 10+ years of experience in customer success, account management, or a similar client-facing role, ideally in a high-growth technology environment.
• Proven experience working with enterprise clients or employers, with the ability to navigate complex relationships and deliver exceptional client outcomes.
• Strong project management skills with the ability to lead complex projects and manage multiple priorities simultaneously, ideally with 1-2 years of consulting experience.
• Skills & Attributes:
• Excellent communication skills with the ability to empathisie, listen, and negotiate effectively. You can balance client needs with internal capabilities and constraints.
• Strong business acumen with an understanding of financial metrics, client positioning, and messaging for maximum impact.
• Data-driven mindset with a focus on process improvement and operational efficiency.
• Proficiency in developing and presenting compelling client-facing materials and delivering impactful presentations.
• Flexibility to travel to client’s location whenever needed

• Annual gross salary range for Berlin-based applicants: €80,000-90,000
• Additional bonus program and company equity
• Fertility & family building benefit: Get access to our Apryl Platform and a 5.000€ benefits budget
• Mental health benefit: Access to 1:1 sessions with experienced psychologists & in-app training & tools from Nilo Health
• Sustainable mobility benefit: Dance e-bike subscription or monthly public transportation ticket ( BVG )
• Hybrid work: Up to 2 days a week work from home
• Remote work: Up to 8 weeks per year