Sr. Client Success Manager - Commercial

About the role

Pelago is a specialty substance use care provider expanding into AI‑enabled mental health with Sona. The Senior Client Success Manager will own a portfolio of strategic enterprise clients, driving program adoption, retention, expansion, and advocacy while partnering cross‑functionally to deliver value and grow revenue.

Responsibilities

• 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 and prepare metrics‑based reports (regular meetings, business reviews, ROI) that deliver actionable insights.
• 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 into plain‑language narratives for employer buyers and benefits teams.
• Convert “model” clients into Pelago advocates, leveraging their success for references, case studies, blogs, etc.
• Ensure clients and their members utilize key product features to maximize success.
• Prepare, execute and participate in special events held for or hosted by clients.
• Manage the end‑to‑end renewal process for assigned client portfolio.
• Identify and secure expansion opportunities, including cross‑sell into Pelago's broader solution portfolio as new program offerings become available.
• Partner with sales to drive alignment for client renewals and expansions.
• Communicate internally potential risks that would threaten renewals.
• Manage client issues/escalations by collaborating with internal teams such as Client Implementation, Clinical Operations, Product, and Sales.
• Work cross‑functionally with Product, Marketing, Engineering and Executive teams to share client/market feedback for ongoing improvements.
• Partner with Growth Marketing to develop member promotional strategies and toolkits that increase member engagement, enhance program results, and optimize client satisfaction.

Requirements

• 7+ years of experience in Client Success or Account Management at a digital health, healthcare, wellness, benefits or SaaS company.
• Experience working on strategic, enterprise accounts and 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.
• 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.
• Strong interpersonal, relationship‑building and listening skills, with a natural, effective consultative style.
• Flexibility and agility to work cross‑functionally in a fast‑paced environment.
• Ability to influence change and bring enthusiasm and excitement to the workplace.
• Passion for the Pelago mission 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.

Pay

Base Pay Range $140,000 - $150,000 USD.