Senior Customer Success Manager

🕒 Julho 28

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Color

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2014

🏥 Saúde

🤖 Inteligência Artificial

Healthcare • Artificial Intelligence

A Color é uma empresa de saúde que opera uma Clínica Virtual de Câncer oferecendo cuidados clínicos liderados por oncologistas durante toda a jornada do câncer—desde a prevenção, triagem e diagnóstico até o tratamento ativo e a sobrevivência. A Color combina serviços clínicos virtuais, triagem e testes domiciliares e ferramentas de IA para expandir a expertise oncológica, agilizar a tomada de decisões e melhorar o acesso e os resultados em larga escala. Ela faz parcerias com empregadores, planos de saúde, sindicatos, consultores e organizações do setor público para fornecer cuidados clínicos gerenciados em câncer, Opinião Médica Especializada e coordenação de cuidados focada na detecção precoce, acompanhamento mais rápido e redução de custos; a empresa é certificada pela ASCO e enfatiza resultados clínicos e de custo mensuráveis.

Descrição

• 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 • Smartyly 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

🎯 Requisitos

• 7+ years of client success or account management experience in health benefits or digital health • Proven 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 • 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 spanning senior benefits leadership, HR executives, and benefits consultants • Demonstrated ability to develop and execute strategic account plans that drive measurable client outcomes, including renewal, expansion, and population engagement • Experience identifying and closing upsell and expansion opportunities across a complex book of business • Demonstrated experience using AI tools to drive efficiency and deliver a high standard of service at scale — with the judgment to know where the human relationship matters most • Excellent communication, messaging, and presentation skills across varying levels of internal and external audiences • Strong bias for action — equally effective in day-to-day execution and in driving proactive, strategic programs • Analytical skills to interpret program data and translate findings into actionable client insights • Excellent organizational and prioritization skills with the ability to manage competing demands across a large portfolio

🏖️ Benefícios

• 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