Senior Customer Success Manager, Health Plans

About the role

As a Senior Customer Success Manager, Health Plans, you'll serve as the trusted advisor for Color's health plan clients — owning relationships from pre-contract through renewal at both the partnership and ASO/group account level, while helping define the Customer Success operating model for a segment poised to scale. You'll report to the Director of Client Success and work alongside a collaborative Health Plan team: Implementation, Partnerships, a fellow Health Plan CSM, and support from enrollment marketing and the broader organization.

Responsibilities

• Own the client lifecycle at both the health plan partnership level and individual ASO/group account level, managing renewals, expansions, and NPS across your book of business
• Manage a hybrid book of business (employers, health plans) with a clear path to specializing within the Health Plan segment
• Lead health plan partnership onboarding from pre-contract through go-live, driving implementation tasks and coordinating across internal SMEs (billing, eligibility, marketing, etc.)
• Own ASO/group client go-live implementations, triaging questions from health plan partners, carrier AEs, and individual clients as appropriate
• Play an active role in shaping the direction, processes, and standards for how the vertical operates and scales by building scalable, repeatable materials — launch playbooks, reporting decks, client FAQs — to support current and future volume growth
• Serve as a trusted advisor to senior health plan stakeholders, building multi-threaded relationships across clinical operations, network management, quality improvement, and population health teams
• Translate complex client goals into strategic plans aligned with value-based care, plan design, and cost containment priorities
• Proactively manage escalations and client issues, coordinating across member support, legal, finance, operations, product, and sales
• Own product and communication approvals with individual ASO clients, ensuring they are current with Color's full product suite and latest member engagement materials
• Act as the client voice for the Health Plan segment, influencing Color's product roadmap, support structures, and GTM strategy
• Partner with the Director of Health Plan Partnerships, Health Plan Sales, and cross-functional teams to ensure alignment on account strategy, product needs, and client transitions
• Anticipate and address evolving health plan client needs — including regulatory shifts, member engagement challenges, and data-sharing nuances — and build infrastructure to support future CSM roles in the vertical

Requirements

The ideal candidate has direct CSM experience at a health benefits or health tech company supporting both national and regional health plans, and thrives building in a fast-paced environment as much as executing in it.

Qualifications

• 6+ years in a Customer Success or account management role at a health tech or health benefits company, with required direct experience supporting health plans — both national and regional
• Deep fluency in payer dynamics, including ASO vs. fully insured models, STAR ratings, NCQA/HEDIS/QARR metrics, and care management workflows
• Proven ability to build and manage multi-threaded relationships across complex health plan organizations, from clinical operations to senior benefits leadership
• Track record of launching and operationalizing new client verticals or segments in a fast-paced, high-growth environment — comfortable building infrastructure while executing day-to-day
• Strong analytical, communication, and presentation skills, with the ability to translate data and program performance into clear insights for varied audiences
• Comfortable using AI tools to enhance day-to-day CS work (reporting, communications, trend analysis) — with the judgment to know where the human relationship is irreplaceable
• Highly organized and collaborative, with the ability to manage competing priorities across a complex, multi-client book of business

Skills

• Fluency in payer dynamics, including ASO vs. fully insured models, STAR ratings, NCQA/HEDIS/QARR metrics, and care management workflows
• Ability to build and manage multi-threaded relationships across complex health plan organizations, from clinical operations to senior benefits leadership
• Experience launching and operationalizing new client verticals or segments in a fast-paced, high-growth environment
• Strong analytical, communication, and presentation skills
• Comfortable using AI tools to enhance day-to-day CS work
• Highly organized and collaborative

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

Pay

Salary Range: $115,000 - 150,000

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.