Customer Success Manager – Mid-Market

🔥 7 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $92k - $125k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Color

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2014

🏥 Healthcare

🤖 Artificial Intelligence

Healthcare • Artificial Intelligence

Color is a healthcare company that operates a Virtual Cancer Clinic delivering oncologist-led clinical care across the entire cancer journey—from prevention, screening, and diagnosis through active treatment and survivorship. Color combines virtual clinical services, at-home screening and testing, and AI tools to expand oncology expertise, speed decision-making, and improve access and outcomes at scale. It partners with employers, health plans, unions, consultants, and public-sector organizations to provide clinically managed cancer care, Expert Medical Opinion, and care coordination focused on earlier detection, faster follow-up, and cost reduction; the company is ASCO-certified and emphasizes measurable clinical and cost outcomes.

📋 Description

• 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) • Deep understanding of employee benefits and digital health space; understanding of the cancer screening or broader oncology space preferred • 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

🏖️ Benefits

• 💰 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