Customer Success Manager, Mid-Market

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a substantial portfolio of mid-market clients and act as the primary representative of Color for client-related inquiries.

• Assist both current and new customers at high volume and scale.

• Facilitate the onboarding of new clients and manage effective launch strategies.

• Create tailored, scalable service and strategic plans that align with client objectives and requirements.

• Enhance enrollment and engagement through marketing initiatives, resources, strategies, and support.

• Take ownership of client NPS and renewal rates; proactively identify and address issues.

• Recognize, position, and finalize opportunities for expansion and upselling.

• Establish long-term, multi-faceted relationships with stakeholders.

• Transform clients into advocates for references, referrals, case studies, marketing collaborations, and testimonials.

• Foster relationships with benefits consultants and partner vendors.

• Guide clients on best practices and strategic implementation of Color’s cancer-care solutions.

• Handle client issues and escalations in collaboration with member support, legal, finance, operations, product, and sales teams.

• Track engagement, performance metrics, program outcomes, and client expectations.

• Conduct regular check-ins and business reviews.

• Analyze member engagement, program metrics, and outcomes; develop insights and recommendations.

• Enhance scalable client-serving operations utilizing AI tools.

• Advocate for clients, address concerns, and coordinate internal solutions.

• Collaborate with sales, product, and marketing teams.

• Contribute to the development of client-experience tools, resources, and programs.

• Relay client feedback and opportunities for improvement to internal teams.

⛳️ Requirements

• At least 3 years of experience as a client/customer success manager, preferably within a benefits tech company.

• Profound knowledge of employee benefits and digital health; familiarity with cancer screening or oncology is advantageous.

• Experience in a fast-growing or start-up environment.

• Familiarity with scaling, managing 1:many client relationships, dealing with ambiguity, and thriving in fast-paced settings.

• Capability to manage a variable client load while maintaining high service quality.

• Proficiency in using AI tools and technology to work efficiently at scale.

• Experience in serving mid-market clients, HR/Total Rewards leaders, executives, and benefits consultants.

• Proven ability to support existing and new clients simultaneously across a high-volume portfolio.

• Experience in identifying growth opportunities and achieving upsells.

• Exceptional communication, positioning, and presentation skills.

• Strong inclination towards action and proactive execution of strategic programs.

• Outstanding organizational and multitasking abilities.

• Excellent negotiation, collaboration, and listening skills.

• Analytical skills to interpret data and generate actionable insights.

• Unrestricted right to work in the United States for any employer.

🏝️ Benefits

• Comprehensive medical, dental, vision, life, and disability coverage.

• 401k matching program.

• Monthly stipend for phone and internet.

• Annual ergonomic equipment allowance.

• Generous vacation policy.

• Paid holidays.

• Company-wide recharge days.

• Equal paid parental leave for both birthing and non-birthing parents.

• Complimentary cancer screening and prevention resources for employees and their adult dependents.

• Competitive salary.

• Potential eligibility for equity.