Senior Manager, Customer Success

Castlight Health, Inc. seeks a senior customer success leader to own strategy and execution for complex, high-value client accounts. The role develops customer success frameworks, resolves escalations, identifies growth opportunities, mentors team members, and uses portfolio insights to inform product priorities and program design.

Responsibilities:

• Own the customer success strategy and execution for the most complex and high-value client accounts in the portfolio
• Design and implement customer success frameworks — including health scoring models, success plan templates, and escalation playbooks — for use across the team
• Serve as the senior escalation point for critical account issues, driving resolution through cross-functional coordination and executive engagement
• Identify and develop strategic growth opportunities within the portfolio, partnering with sales to shape account expansion plans
• Advise on customer success technology and tooling decisions, ensuring the team has the infrastructure needed to manage and scale client relationships
• Provide mentorship and guidance to customer success consultants and analysts, raising the quality and consistency of client engagement across the function
• Synthesize portfolio-level performance data and client intelligence to surface insights that inform product priorities and program design