Customer Success Manager, Mid-Market

About the role

As a 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, guiding them through onboarding, engagement, and expansion for our cancer program to meet their benefits goals.

Responsibilities

• 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

Relationship Management

• 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

Performance Monitoring and Operational Excellence

• 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

Problem-Solving

• 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

Collaboration

• 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

Qualifications

• 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
• 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
• 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
• Baby bonding time for birthing and non-birthing parents
• Free cancer screening and prevention resources for employees and their adult dependents

Pay

Base Salary Range: $92,000-125,000/year

Schedule

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.