Senior Customer Success Manager

Opportunity

Position details

• The position is full-time at 40 hours per week.
• The role includes 30–40% regional and national travel by car and air, with additional travel as business needs require.
• The role involves representing the company at client sites and events.

Compensation

• Salary is $90,000–$120,000 USD per year, plus a competitive benefits offering.

Account ownership and client strategy

• Own a portfolio of enterprise employer EAP and behavioral-health accounts, driving long-term relationships, retention, and account growth.
• Partner with regional and national brokers, consultants, and carrier partners on client relationships.
• Lead recurring client meetings and quarterly and annual business and utilization reviews.
• Use utilization, benchmarks, market information, and regulatory trends to prepare data-driven client presentations.
• Own the renewal cycle, including pricing, legal contracting, open enrollment, and plan materials.
• Plan proactively to meet retention and expansion targets and escalate account risks early.

Implementation and collaboration

• Adapt client strategies as needs change, bringing in digital solutions and internal leaders.
• Partner with Sales and Implementation on handoffs, transitions, and onboarding for new clients.
• Shape training, education, and engagement strategies around client goals and workforce needs.
• Represent the company at client sites, health and benefit fairs, open enrollment meetings, and client events.
• Coordinate with Clinical, care coordinators, Operations, Finance, Legal, and Compliance to resolve client and member issues.
• Mentor Customer Success Managers and help shape team playbooks, reporting, and renewal processes.

Qualifications

• At least 7 years in customer success or account management.
• Bachelor's degree or equivalent experience.
• Experience managing enterprise or large, complex accounts across multiple renewal cycles and partnering with brokers, consultants, and carrier partners.
• Strong financial acumen, including pricing, contract terms, and revenue forecasting; ability to interpret utilization and benchmark data for client recommendations.
• Polished communication skills and comfort presenting to C-suite, HR, and broker audiences.
• Proficiency in Microsoft Office, Google Suite, Salesforce or a similar CRM, and comfort using AI tools in daily work.
• Organized and adaptable when managing a full account portfolio and responding to changing client needs.
• Regional and national market experience, familiarity with plan documents, and digital health experience are a plus.
• Valid driver's license and willingness to travel regionally and nationally as needed.
• Experience in EAP, behavioral health, benefits, or healthcare is described as ideal.

Company background