Senior Client Success Manager – Commercial

Job not on LinkedIn

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $140k - $150k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Pelago

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏨 Hospitality

🍽️ Food & Beverage

🚗 Transport

Hospitality • Food & Beverage • Transport

Pelago is a travel experience platform owned by Singapore Airlines that offers booking services for activities, attraction tickets, and things to do across various destinations worldwide. Pelago provides exclusive perks for Singapore Airlines and Scoot passengers, integrating a rewards system where customers can earn and redeem miles with each purchase. Catering to a host of currencies and languages, Pelago ensures travel essentials like SIM cards and transportation options are available for seamless cultural adventures. Users can access a variety of experiences, from tours to iconic attractions, and enjoy benefits such as price guarantees and high-quality service standards.

📋 Description

• Establish and maintain highly effective relationships with key stakeholders, senior executives, and decision makers across enterprise clients • Develop fluent understanding of Pelago programs, implementation processes, growth marketing approach and clinical operations • Provide consultative recommendations to increase member engagement, enhance program results, and optimize overall client satisfaction • Consistently manage client expectations • Prepare and deliver metrics based on each client’s goals in a consumable format that delivers actionable insights, including regular meetings, business reviews, and ROI • Identify client challenges and risk areas, develop solutions, and execute proactively to avoid churn • Develop fluency in Pelago's AI-enabled care model and translate AI-driven clinical tools and member engagement features into plain-language narratives for employer buyers and benefits teams • Convert model clients into Pelago advocates through references, case studies, blogs, and similar assets • Ensure clients and their members utilize key product features to maximize success • Prepare, execute, and participate in special client events • Manage the end-to-end renewal process for the assigned client portfolio • Identify and secure client expansion opportunities, including cross-selling Pelago's broader solution portfolio • Partner with sales to drive alignment for client renewals and expansions • Communicate internally about potential risks threatening renewals • Manage client issues and escalations with Client Implementation, Clinical Operations, Product, and Sales • Share client and market feedback with Product, Marketing, Engineering, and Executive teams for ongoing improvements • Partner with Growth Marketing to develop member promotional strategies and toolkits

🎯 Requirements

• 7+ years of experience working in Client Success or Account Management at a digital health, healthcare, wellness, benefits or SaaS company • Experience working on strategic, enterprise accounts and working closely with C-level / SVP-level executives • Comfort operating in an AI-enabled product environment; able to explain how AI features support (rather than replace) clinical care in conversations with employer stakeholders • An excellent communicator with an entrepreneurial mindset • Exceptional attention to detail, relationship building and problem-solving skills • Demonstrated, measurable success running client renewal and expansion efforts • Strong presentation and storytelling skills, which will be evaluated during the recruiting process • Strong interpersonal, relationship-building and listening skills, with a natural, effective consultative style • The flexibility and agility to work cross-functionally in a fast-paced environment • The ability to influence change and bring enthusiasm and excitement to the workplace • A passion for the Pelago mission’s to break down barriers to substance use care that works, giving everyone access to substance use support.

🏖️ Benefits

• Generous and meaningful equity package • Full Medical, Dental, & Vision coverage • 401k Plan • Unlimited PTO Policy, 10 paid holidays, & company wide “Me Time” Days • Paid maternity, paternity & new parent leave • Flexible working environment • Annual Learning and Development stipend to support continued learning and career development • Wellness Reimbursement Program • Access to Reproductive & Family Planning Care • Substance Use Support for employees and family members