Senior Customer Success Manager

About this opportunity: Workplace Options is proud to support our sister organisation, Behavioral Health Systems (BHS), in recruiting a Care Coordinator. BHS operates one of the nation’s largest specialty preferred provider organizations (PPO), which is comprised of psychiatrists, psychologists, social workers, EAP providers as well as facility networks including hospitals, rehab/residential treatment centers, partial hospitalization programs and intensive outpatient programs. Current Opportunity: Senior Customer Success Manager Location: US, Alabama Full-time/Part-time: This is a full-time (40 hours per week) position. Salary: $90,000 - $120,000 USD per year plus competitive benefits offering What you will do: Reporting to the Head of Implementation & Customer Success, the Senior Customer Success Manager owns a book of enterprise employer accounts end to end. You'll be a trusted strategic advisor to client executives, HR leaders, brokers and carrier partners, using data and market insight to drive retention, renewal and growth. This role suits a relationship-driven leader who values being on site with clients and cares deeply about mental health and employee wellbeing. Responsibilities: Serve as the strategic lead for a book of enterprise EAP and carve-out behavioral health clients, building long-term relationships that drive retention and account growthPartner with regional and national brokers, consultants and carrier partners as co-owners of each client relationshipLead recurring client meetings and quarterly and annual business and utilization reviews that show value and ROIBuild data-driven presentations using utilization, benchmarks, and market and regulatory trends to guide client decisionsOwn the full renewal cycle, from pricing and contracting with Legal through open enrollment and plan materialsHit quarterly and annual retention and expansion targets through proactive account planning and early risk escalationEvolve each client's strategy as needs change, bringing in digital solutions and internal leaders to collaboratePartner with Sales and Implementation on a smooth handoff, transition and onboarding for new clientsShape training, education and engagement strategy around each client's goals, utilization and workforce needsRepresent the company on site at health and benefit fairs, open enrollment meetings and client eventsCollaborate with Clinical, care coordinators, Operations, Finance, Legal and Compliance to resolve eligibility, invoicing and member issuesMentor Customer Success Managers and help shape the team's playbooks, reporting and renewal processesPerform other related duties as directed or deemed appropriate. Qualifications/Skills: 7+ years in customer success or account management, ideally in EAP, behavioral health, benefits or healthcareBachelor's degree or equivalent experienceExperience managing enterprise or large, complex accounts through multiple renewal cyclesExperience partnering with regional and national brokers, consultants and carrier partnersStrong financial acumen, including pricing, contract terms and revenue forecastingSkilled at interpreting utilization and benchmark data and translating it into client recommendationsPolished communicator, comfortable presenting to C-suite, HR and broker audiencesProficient in Microsoft Office, Google Suite, and Salesforce or a similar CRM, and comfortable using AI tools in daily workOrganized and adaptable, managing a full book of accounts while responding to changing client needsRegional and national market experience, and familiarity with plan documents and digital health, a plusPassion for helping employees and their families live their healthiest livesValid driver's license and willingness to travel regionally, nationally and as needed Travel: 30–40%, regionally and nationally by car and air, with broader travel as business needs require. For further information about BHS please see https://behavioralhealthsystems.com/ Workplace Options collects and processes personal data in accordance with applicable data protection laws. If you are a European job applicant, refer to our Privacy Notice for further details (https://www.workplaceoptions.com/privacy-notice-for-recruitment/).