Global Customer Success & Retention Manager (m/f/x)

Who We Are

At Progyny Global, we are on a mission to make fertility, pregnancy, and family-forming care accessible worldwide. As part of Progyny Inc., we combine world-class clinical expertise with innovative technology to deliver inclusive, culturally competent support for families everywhere.

Role Overview

We are looking for an experienced and proactive Global Customer Success & Retention Manager to join our growing team in Berlin. In this role, you will be responsible for building and maintaining strong relationships with employer clients, ensuring they receive exceptional value from Progyny’s global family-building benefits platform.

You will act as a trusted advisor to clients, supporting implementation, adoption, and ongoing engagement while collaborating closely with internal teams including Sales, Product, Marketing, and Clinical Operations. This is a highly collaborative role suited for someone who enjoys problem-solving, working cross-functionally, and driving client satisfaction and retention.

Tasks

• Client Relationship Management: Act as the primary point of contact for employer clients, managing relationships throughout the full client lifecycle.
• Account Ownership & Retention: Own client retention and overall account health to ensure long-term satisfaction and partnership success.
• Onboarding & Implementation: Lead onboarding and implementation to ensure a smooth and effective launch of Progyny’s benefits programs.
• Client Education & Engagement: Provide ongoing training, education, and proactive communication to support client understanding and engagement.
• Stakeholder Partnership: Build strong relationships with HR, Benefits, and People teams within client organizations.
• Performance Monitoring: Track client engagement, utilization, and satisfaction to identify opportunities to improve outcomes and strengthen partnerships.
• Strategic Guidance: Advise clients on how to maximize the value and impact of Progyny’s family-building benefits.
• Sales Partnership: Collaborate with Sales on renewals, account growth, and long-term partnership development.
• Cross-Functional Collaboration: Partner with Marketing and Product teams to share client insights that inform product improvements and messaging.
• Reporting & Business Reviews: Deliver regular business reviews, program insights, and utilization reports to client stakeholders.
• Issue Resolution: Coordinate with internal teams to resolve client issues quickly and maintain a high level of service.
• Industry Knowledge: Stay informed on trends in employee benefits, fertility care, and global family-building solutions.
• Account Planning: Develop and execute account success plans aligned with client goals and workforce needs.

Requirements

Required Skills & Experience

• 2+ years of experience in Client Success, Account Management, Customer Success, or Benefits Consulting.

• Experience working with B2B clients, ideally in healthcare, HR tech, digital health, or employee benefits.

• Bachelor’s degree in Business, Healthcare Management, Marketing, or a related field.
• Strong written and verbal communication skills in English (additional languages are a plus).
• Strong project management and organizational skills.
• Analytical mindset with the ability to interpret data and present insights to clients.

About You

• You have excellent relationship-building and stakeholder management skills.

• You enjoy collaborating across global teams and functions.

• You thrive in a fast-paced, evolving startup environment.

• You are proactive, organized, and comfortable managing multiple priorities.

Benefits

Why Join Us

• 💰 Competitive Base Salary: From €55000 – €65000 per year.

• 🎯 Bonus Program & Company Equity: Bonuses and ownership opportunities to share in Progyny’s success.

• 👶 Fertility & Family-Building Benefits: Access to the Progyny Global Platform with a €5,000 benefits budget.

• 🧘 Mental Health Support: 1:1 psychologist sessions and wellness tools via Nilo Health.

• 🚲 Sustainable Mobility Benefit: Choice between a Dance e-bike subscription or a BVG public transport ticket.

• 💪 Urban Sports Club Discount: Access to discounted fitness and wellness activities.

• 🌴 Paid Leave: 30 days of paid leave per year.

• 🏡 Hybrid Work: Work from home up to two days per week.

• ✈️ Remote Work: Up to 8 weeks of remote work per year.

• 🍽️ Weekly Team Lunches: Team lunch every Thursday.

• 🐶 Dog Friendly office: Bring your dog to work.

We believe that great leaders come from diverse backgrounds. If you’re passionate about building high-performing teams, delivering world-class care, and shaping the future of global member experience, we’d love to hear from you.