Customer Success Manager

Summary

Join Color Health as a Customer Success Manager and become the primary point of contact for our employee and union clients. You will guide clients through onboarding, develop customized strategies, and ensure successful program implementation. This role requires strong relationship-building skills, experience in healthcare benefits, and the ability to manage multiple projects simultaneously. You will directly impact the health outcomes of the populations we serve and the success of Color. We are seeking a passionate individual who can work with benefits and union leaders to improve health and cancer outcomes. If you are not sure that you’re 100% qualified but are up for the challenge - we want you to apply!

Requirements

• 4-6 years experience as a customer success manager, account manager or similar at a healthcare benefits company
• Operational excellence and strong organizational skills
• Proven track record of working with enterprise employers and unions/labor organizations for client relationship management and consultation within health care benefits space
• Excellent client management and relationship-building skillset
• Excellent messaging, positioning and presentation of information
• Excellent negotiation, internal and external collaboration, and listening skills
• Strong business and financial acumen
• Proven ability to manage multiple clients and projects simultaneously
• Analytical skills to interpret data and drive actionable insights

Responsibilities

• Lead a portfolio of employee and union clients and be the face of Color for all client-related needs
• Lead/collaborate on the onboarding process for new clients, ensuring a smooth and successful launch of the cancer program and lifecycle plan
• Develop customized service and strategy plans tailored to each client’s goals and organizational needs that meets their expectations for success of Color’s cancer program
• Collaborate with client and our member engagement team to drive successful enrollment and engagement of a client’s population with Color’s product and services
• Own and maintain a high client retention and renewal rate
• Create successful, upsells, and expansion opportunities for assigned clients
• Build and maintain strong, long-term, and multi-threaded relationships with key stakeholders at client organizations
• Convert clients into Color advocates, leveraging their successes for references, referrals, case studies, marketing collaborations, and testimonials
• Enable and support strong trust-based relationships with client’s benefits consultants and partner vendors serving them
• Act as a trusted advisor, providing guidance on best practices and strategic use of Color’s solutions
• Manage client issues and escalations, collaborating with partner teams such as member support, legal, finance, operations, product, and sales
• Monitor client engagement and performance metrics to ensure they are achieving desired program outcomes and meeting client expectations
• Conduct regular check-ins and business reviews to evaluate progress and address any challenges
• Provide strategic analysis of member engagement performance and program metrics, and outcomes, partnering with key internal teams to formulate insights and recommendations
• Standardize operations for serving clients at scale
• Serve as the client’s advocate, addressing concerns, resolving issues, and coordinating with internal teams to provide solutions
• Proactively identify opportunities for improvement and optimization, working with the right teams internally to support and solve
• Partner with sales, product, and marketing teams to align on client needs and feedback
• Contribute to the development of tools, resources, and programs that enhance the client experience
• Serve as the voice of the client internally within the company to share feedback and opportunities for improvement on Color’s product and services with relevant team members

Benefits

• Competitive salary
• Comprehensive medical, dental, vision, life, and disability benefits
• 401k match
• Monthly phone and wifi stipend for employees, annual ergonomic stipend
• Generous vacation policy, paid holidays and company-wide recharge days
• Equal paid parental leave for birthing and non-birthing parents
• Free cancer screening and prevention resources for employees and their adult dependents