Customer Success Manager, Mid-Market

Color is revolutionizing cancer care through a nationwide Virtual Cancer Clinic that provides physician-led, technology-driven support across the cancer care journey. The Customer Success Manager will manage a high-volume book of mid-market clients, serving as a strategic advisor through onboarding, engagement, renewals, and expansion while driving strong program outcomes and client relationships.

Responsibilities:

• Lead a large book of mid-market clients and serve as the face of Color for all client-related needs
• Support existing and newly implementing customers at volume and scale, maintaining a high standard of service across a flexible and fluctuating client load
• Onboard new clients, ensuring strong member discovery, internal program coordination, and a successful launch plan at scale
• Develop customized, scaled service and strategic plans for each client based on a deep, strategic understanding of their needs and goals
• Drive successful enrollment and engagement of a client's population with Color's products and services through enrollment marketing campaigns and assets, strategy, and support
• 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, 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 clients' benefits consultants and partner vendors
• 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 clients are achieving desired program outcomes and meeting expectations
• Conduct regular check-ins and business reviews to evaluate progress and address challenges
• Provide strategic analysis of member engagement performance, program metrics, and outcomes — partnering with key internal teams to formulate insights and recommendations
• Standardize and continuously improve operations for serving clients at scale, including leveraging AI tools to drive efficiency and consistency across a high-volume book of business
• 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, sharing feedback and opportunities for improvement with relevant team members

Requirements:

• Minimum 3 years of experience as a client/customer success manager, ideally at a benefits tech company (CSM level)
• Demonstrated success at a high-growth or start-up organization, with deep understanding of the associated challenges: scaling, 1:many client management, operating in ambiguity, and a fast-paced environment
• Demonstrated ability to manage a flexible and fluctuating client load without compromising service quality or client experience
• Comfort using AI tools and technology to work efficiently and deliver a high standard of service at scale
• Experience serving and scaling support to mid-market clients, with specific experience serving HR/Total Rewards leaders, executives, and benefits consultants in volume
• Experience supporting both existing customers and newly implementing clients simultaneously across a high-volume portfolio
• Experience identifying growth opportunities and securing upsells across a book of business
• Excellent messaging, positioning, and presentation skills for varying levels of internal and external audiences
• Strong bias for action — equally effective in day-to-day execution and in driving proactive, strategic programs
• Excellent organizational skills, with proven ability to multi-task competing priorities
• Excellent negotiation, collaboration, and listening skills
• Analytical skills to interpret data and drive actionable insights
• Deep understanding of employee benefits and digital health space; understanding of the cancer screening or broader oncology space preferred