Senior Customer Success Manager

Summary

Join Color Health as a Senior Customer Success Manager, Health Plans and be the primary point of contact for clients, acting as a trusted advisor and strategic partner. You will support the development and execution of clients' cancer benefit strategies, guiding them through implementation, engagement, and expansion. This foundational role involves serving health plan clients, refining service processes, and building strong relationships. Initially, you will manage a mixed book of business, transitioning to a sole focus on health plans. The position offers growth opportunities into team and vertical management. You will contribute to client strategy, relationship management, performance monitoring, problem-solving, and collaboration with internal and external teams. The ideal candidate possesses extensive experience in health tech, specifically with health plans and systems, and a strong understanding of payer dynamics.

Requirements

• 6+ years of client-facing experience in health tech, with a strong preference for experience supporting enterprise health plans or health systems in a health benefits space
• Proven experience building and scaling relationships across health plan organizational structures, ASO leadership teams, and HR Benefits teams
• Strong understanding of payer dynamics, including ASO vs fully insured models, STAR ratings, NCQA/HEDIS/QARR metrics, and care management workflows
• Track record of launching and operationalizing new client verticals or segments, ideally within a fast-paced startup or high-growth environment
• Deep comfort operating in ambiguity, with the ability to build infrastructure and strategy while also executing tactically
• Excellent messaging, positioning and presentation of information to varying levels of internal and external audiences
• Demonstrates a strong bias for action, equally effective in day-to-day execution and in driving proactive, strategic approaches and programs
• Excellent organizational skills, with proven ability to multi-task competing priorities
• 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

• Serve as the inaugural Health Plan CSM, responsible for building a strong foundation for how Color serves national and regional health plans and health systems and their lines of business (Commercial ASO, Fully Insured, Medicare Advantage)
• Align Color's implementation and client success infrastructure to meet the distinct business lines for Health Plans
• Strategize and execute against a hybrid book of business initially (employers, unions, health plans), with a roadmap to specialize and scale within the Health Plan segment
• Own the entire post-sales lifecycle for each health plan and related business line client, including client onboarding, enrollment, engagement, strategic advisement and renewal
• Serve a mixed book of business that may initially include both direct employer relationships and union/labor in addition to health plans
• Own and maintain a high client NPS and renewal rate, proactively identifying issues and strategizing on solutions, while securing expansion and upsell opportunities
• Act as a trusted advisor to senior stakeholders at health plans and integrated delivery networks, demonstrating fluency in payer priorities and regulatory environments
• Establish and deepen multi-threaded relationships across health plan clients (including clinical operations, network management, quality improvement, and population health teams)
• Translate complex client goals into strategic plans, ensuring member impact and programmatic alignment with value-based care, plan design, and cost containment strategies
• Build and maintain strong, long-term, and multi-threaded relationships with key stakeholders across your client organizations
• Convert clients and plans 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
• Proactively manage client issues and escalations, collaborating with partner teams such as member support, legal, finance, operations, product, and sales
• Partner with cross-functional internal teams and client counterparts to ensure reporting and data delivery align with health plan contractual terms and performance guarantees
• 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
• Build infrastructure to proactively support future health plan-specific CSM roles, including escalation paths, documentation, and best practices
• Anticipate and address the complex and evolving needs of health plan clients, including regulatory shifts, member engagement hurdles, and data-sharing nuances
• Act as a strategic problem-solver across a health plan’s lines of business, driving forward solutions that address shared pain points across populations
• Partner closely with the Director of Health Plan Partnerships, Head of Health Plan Sales, and broader Sales team to ensure alignment on account strategy and transitions
• Collaborate with product and engineering teams to define requirements for supporting health plan use cases (e.g., claims data integration, quality reporting, provider enablement tools, aggregate data reporting)
• Serve as the client voice for Health Plan segment development, influencing Color’s roadmap, client support structures, and long-term GTM strategy
• Play a pivotal role in defining how Color builds and scales a Health Plan CSM function, including potential mentorship and team-building in future stages

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