Senior Manager, Mid-Market Customer Success

November 18

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Color

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Color Health provides the infrastructure to support durable and equitable public health across entire populations. Color’s technology and clinical services are the backbone of large-scale population health programs for over 200 institutions worldwide, with data and services spanning hereditary cancers, heart disease, infectious disease testing (including COVID-19), and community-based vaccination programs. Using a data driven approach, we’re democratizing access to health care insights.

501 - 1000 employees

📋 Description

• Own a portfolio of complex mid-market accounts—from onboarding through renewal and growth—ensuring clients achieve measurable outcomes. • Provide strategic oversight across the team’s book of business, supporting CSMs on portfolio planning, stakeholder management, and proactive engagement. • Drive high-touch client relationships while identifying opportunities for expansion, upsell, and retention. • Lead executive-level conversations with key accounts and act as the escalation point for critical issues. • Ensure consistent execution of onboarding, QBRs, and renewal processes that align with Color’s growth goals. • Own and achieve strong, ambitious outcomes across the mid-market portfolio in terms of customer impact, advocacy, outcomes, retention and growth. • Hire, lead, coach, and develop a high-performing team of Mid-Market CSMs focused on delivering value and impact. • Set clear expectations, goals, and success metrics for individuals and the team. • Build a culture of accountability, feedback, and growth through regular 1:1s, performance reviews, and professional development planning. • Define hiring profiles, career pathways, and onboarding programs as the team scales. • Develop and deliver enablement programs that strengthen client management, strategy, communication, and data-driven decision-making. • Design and implement scalable systems, playbooks, and engagement frameworks to standardize client management across the customer journey. • Partner with CS Ops, RevOps, and Data teams to enhance dashboards, metrics, and automation that improve visibility and execution. • Identify repetitive workflows (e.g., QBR prep, reporting, eligibility management) and streamline or automate for efficiency. • Establish feedback loops, escalation protocols, and consistent processes that empower CSMs to act autonomously while aligning to company strategy. • Use data to measure performance, drive insights, and continuously refine processes to improve client outcomes and operational efficiency. • Collaborate with Sales, Product, Implementation, Clinical, and Marketing to ensure smooth handoffs and cohesive client engagement. • Act as the internal advocate for mid-market clients—surfacing insights, influencing roadmap priorities, and representing the segment’s voice in strategy discussions. • Partner with internal teams to design initiatives that drive client retention, expansion, and health outcomes. • Represent the mid-market segment in Customer Success leadership forums and company-wide operational planning.

🎯 Requirements

• 7+ years in Customer Success, Account Management, or Client Services, with 5+ years in people leadership roles. • Proven success building and scaling mid market Customer Success teams in healthcare benefits or digital health. • Strong understanding of employee health benefits, mid-market client dynamics, and ASO health plan structures. • Demonstrated ability to be a player / coach - able to balance high-touch client engagement with scalable systems thinking while supporting, mentoring, and empowering your team to do the same. • Experience building a 1-many framework, designing and implementing playbooks, tools, and processes that drive consistent execution and client outcomes. • Operational and analytical acumen, with proficiency in tools like Salesforce, Airtable, and Metabase, demonstrating comfort and excellence using data to inform strategy. • Excellent executive communication skills and the ability to influence across all levels of an organization. • A builder’s mindset—bias for clarity, structure, and action in a fast-paced, evolving environment.

🏖️ 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