About the role
About the Role:
As a Senior Customer Success Manager, you’ll be our customers’ most important contact at Color — serving as their trusted advisor and strategic partner, supporting the evolution and successful execution of their cancer benefit strategy across onboarding, engagement, renewal, and expansion. You will own a portfolio of enterprise clients, spanning mid-market through enterprise,, building deep multi-threaded relationships with senior HR, Total Rewards, and benefits leadership. Your work will directly impact the health outcomes of the populations we serve and the long-term success of Color.
Our ideal candidate brings 7+ years of client success or account management experience in health benefits or digital health, has a demonstrated track record managing enterprise-level accounts, is excellent at leveraging AI and technology to operate efficiently at scale, and thrives in a fast-paced, high-growth environment.
This is a full-time, high-impact individual contributor role.
How You'll Contribute:
Client Strategy and Management
- 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
Relationship Management
- 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
Performance Monitoring and Operational Excellence
- 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
Problem-Solving and Collaboration
- 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
Our Ideal Candidate Will Have:
- 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
What We Offer:
- 💰 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
Base Salary Range:
$111,000-150,000/year
_The actual base pay is dependent upon many factors, such as: work experience, market data, skills, geographic location, and business need. The base pay range is subject to change and may be modified in the future. This role may also be eligible for equity and benefits._