Senior Client Success Manager – Commercial

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

📋 Description

• Build and nurture strong relationships with key stakeholders, senior executives, and decision-makers within enterprise clients.

• Attain a comprehensive understanding of Pelago's programs, implementation procedures, growth marketing strategies, and clinical operations.

• Offer consultative advice to enhance member engagement, improve program outcomes, and maximize overall client satisfaction.

• Effectively manage client expectations consistently.

• Prepare and present metrics tailored to each client’s objectives in an easily digestible format that provides actionable insights, including regular meetings, business reviews, and ROI analyses.

• Recognize client challenges and risk areas, formulate solutions, and proactively implement strategies to prevent churn.

• Achieve fluency in Pelago's AI-enabled care model and articulate AI-driven clinical tools and member engagement features in easily understandable terms for employer buyers and benefits teams.

• Transform model clients into Pelago advocates through testimonials, case studies, blogs, and other related materials.

• Ensure clients and their members engage with key product features to maximize success.

• Organize, implement, and take part in special client events.

• Oversee the entire renewal process for the assigned client portfolio.

• Identify and capitalize on client expansion opportunities, including cross-selling Pelago's broader solution offerings.

• Collaborate with sales to ensure alignment on client renewals and expansions.

• Communicate internally regarding potential risks that could affect renewals.

• Address client issues and escalations in conjunction with Client Implementation, Clinical Operations, Product, and Sales teams.

• Relay client and market feedback to Product, Marketing, Engineering, and Executive teams for ongoing enhancements.

• Collaborate with Growth Marketing to devise member promotional strategies and toolkits.

⛳️ Requirements

• Over 7 years of experience in Client Success or Account Management within a digital health, healthcare, wellness, benefits, or SaaS organization.

• Experience managing strategic enterprise accounts and working closely with C-level and SVP-level executives.

• Comfortable operating within an AI-enabled product environment; able to articulate how AI features complement clinical care in discussions with employer stakeholders.

• An outstanding communicator with an entrepreneurial approach.

• Exemplary attention to detail, adept at relationship building and problem-solving.

• Proven track record of success in managing client renewal and expansion initiatives.

• Strong presentation and storytelling abilities, which will be assessed during the recruitment process.

• Excellent interpersonal, relationship-building, and listening skills, with a naturally effective consultative approach.

• The flexibility and adaptability to work cross-functionally in a dynamic environment.

• The capability to influence change and bring enthusiasm and energy to the workplace.

• A commitment to Pelago’s mission of dismantling barriers to effective substance use care and ensuring access to substance use support for all.

🏝️ Benefits

• Generous and meaningful equity package.

• Comprehensive Medical, Dental, and Vision coverage.

• 401k Plan.

• Unlimited PTO Policy, 10 paid holidays, and company-wide “Me Time” Days.

• Paid maternity, paternity, and new parent leave.

• Flexible working environment.

• Annual Learning and Development stipend to support ongoing education and career growth.

• Wellness Reimbursement Program.

• Access to Reproductive and Family Planning Care.

• Substance Use Support available for employees and their family members.