Senior Customer Success Manager

Summary

Join Color Health as a Senior Customer Success Manager and become the primary point of contact for our clients, acting as their trusted advisor and strategic partner. You will support the development and execution of their cancer benefit strategy, guiding them through onboarding, engagement, and expansion to achieve their goals. This role directly impacts the health outcomes of the populations served and the success of Color. The ideal candidate possesses experience in health benefits, excels at building relationships with benefit leaders, and thrives in a fast-paced environment. This is a full-time, high-impact individual contributor role. You will lead a portfolio of clients, develop customized service plans, drive enrollment and engagement, and maintain high client satisfaction and renewal rates. You will also identify and pursue expansion opportunities, manage client issues, and monitor performance metrics.

Requirements

• At least 6 years of experience at a high-growth company and understand the associated challenges
• A deep understanding of employee benefits, digital health, and the startup work environment
• Proven track record of strategic client management, having established multi-threaded relationship networks with each of their customer accounts
• Excellent organizational skills, with proven ability to multi-task competing priorities
• Experience serving and scaling support to mid-market and enterprise clients, with specific experience serving HR/Total Rewards leaders, executives, and benefits consultants
• Demonstrates a strong bias for action, equally effective in day-to-day execution and in driving proactive, strategic approaches and programs
• Excellent messaging, positioning and presentation of information to varying levels of internal and external audiences
• Excellent negotiation, internal and external collaboration, and listening skills
• Analytical skills to interpret data and drive actionable insights
• Data integration proficiency, advanced Sheets knowledge and skills

Responsibilities

• Lead a mixed-segment portfolio of employee and union clients and be the face of Color for all client-related needs
• Onboard your new clients, ensuring a strong member discovery, internal program coordination, and a successful launch plan
• Develop customized service and strategic plans tailored to each client based off your deep, strategic understanding of their needs and goals
• Drive successful enrollment and engagement of a client’s population with Color’s product and services
• Own and maintain a high client NPS and renewal rate, proactively identifying issues and strategizing on solutions
• Identify, position, and close expansion and upsell opportunities
• Build and maintain strong, long-term, and multi-threaded relationships with key stakeholders across your 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
• Serve as a trusted advisor, providing guidance on best practices and strategic use of Color’s solutions in the context of the benefits and cancer space
• Proactively 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