Senior Customer Success Manager

Color Health is revolutionizing cancer care with the nation’s first Virtual Cancer Clinic, delivering high-quality, physician-led multidisciplinary care across all 50 states. As a Senior Customer Success Manager, you will serve as the primary contact for enterprise clients, supporting their cancer benefit strategy and building strong relationships with senior leadership. Your role will directly impact client engagement and health outcomes, driving the success of Color's innovative solutions.

Responsibilities:

• Own a portfolio of enterprise and mid-market employer and union clients, serving as the face of Color for all client-facing needs and the primary escalation point across your book of business
• Lead client onboarding from kickoff through go-live, ensuring strong member discovery, internal program coordination, and a successful launch plan
• Develop and execute customized, strategic account plans grounded in a deep understanding of each client’s benefits goals, population needs, and organizational dynamics
• Drive successful enrollment and engagement of client populations with Color’s products and services
• Own and maintain strong client NPS and renewal rates; proactively identify risks and develop mitigation strategies before they escalate
• Identify, position, and close expansion and upsell opportunities across your portfolio
• Build and maintain long-term, multi-threaded relationships with senior HR, Total Rewards, and benefits executives, as well as benefits consultants and partner vendors
• Serve as a trusted advisor, providing strategic guidance on best practices, program design, and the use of Color’s solutions within the broader cancer and benefits landscape
• Convert clients into Color advocates, leveraging their successes for references, referrals, case studies, and marketing collaborations
• Proactively manage client issues and escalations, coordinating across member support, legal, finance, operations, product, and sales
• Monitor client engagement and program metrics, ensuring clients are achieving desired outcomes and meeting contractual benchmarks
• Conduct regular business reviews, delivering clear performance analysis, actionable recommendations, and a forward-looking strategic narrative
• Smartly leverage AI tools to increase efficiency substantively across reporting, communications, and data analysis — while maintaining the judgment to know where the human relationship is irreplaceable
• Standardize and continuously improve operations for serving a growing enterprise book of business, contributing to team-wide playbooks and scalable processes
• Serve as the client’s advocate internally, surfacing concerns and working cross-functionally to develop and deliver solutions
• Partner with sales, product, and marketing teams to align on client needs, inform the product roadmap, and support go-to-market strategy
• Contribute to team development by mentoring junior CSMs and sharing learnings, frameworks, and best practices across the Client Services organization
• Serve as the voice of the client, communicating feedback and opportunities for improvement to internal stakeholders

Requirements:

• 7+ years of client success or account management experience in health benefits or digital health
• Demonstrated track record managing enterprise-level accounts
• Excellent at leveraging AI and technology to operate efficiently at scale
• Thrives in a fast-paced, high-growth environment
• Own a portfolio of enterprise and mid-market employer and union clients
• Lead client onboarding from kickoff through go-live
• Develop and execute customized, strategic account plans
• Drive successful enrollment and engagement of client populations
• Own and maintain strong client NPS and renewal rates
• Identify, position, and close expansion and upsell opportunities
• Build and maintain long-term, multi-threaded relationships with senior HR, Total Rewards, and benefits executives
• Serve as a trusted advisor, providing strategic guidance
• Convert clients into Color advocates
• Proactively manage client issues and escalations
• Monitor client engagement and program metrics
• Conduct regular business reviews
• Smartly leverage AI tools to increase efficiency
• Standardize and continuously improve operations
• Serve as the client's advocate internally
• Partner with sales, product, and marketing teams
• Contribute to team development by mentoring junior CSMs
• Serve as the voice of the client
• 7–10 years of experience in customer success or strategic account management at a health tech, digital health, or employee benefits company
• A deep understanding of employee benefits, digital health, and the challenges of working in a high-growth or start-up environment
• Proven track record managing enterprise-level accounts with multi-threaded relationship networks
• Demonstrated ability to develop and execute strategic account plans
• Experience identifying and closing upsell and expansion opportunities
• Demonstrated experience using AI tools to drive efficiency
• Excellent communication, messaging, and presentation skills
• Strong bias for action
• Analytical skills to interpret program data
• Excellent organizational and prioritization skills