Senior Customer Success Manager, Enterprise

Accountabilities:

• • Own a portfolio of approximately 20–30 enterprise accounts, developing proactive account, retention, and renewal strategies tailored to each customer’s priorities.
  • Identify renewal risks and blockers early, create mitigation plans, and focus high-touch engagement where it can materially influence customer outcomes.
  • Lead retention strategy, renewal coordination, pricing and contracting processes, executive relationships, and account recovery efforts across consequential enterprise customers.
  • Build and maintain multithreaded relationships with benefits leaders, consultants, finance teams, clinical stakeholders, procurement, and operational decision-makers.
  • Adapt customer value narratives to different audiences, connecting member access, enrollment, engagement, outcomes, and financial value to stakeholder priorities.
  • Analyze eligibility, enrollment, activation, engagement, outcomes, claims, billing, and ROI data to diagnose account performance and identify opportunities for improvement.
  • Understand how data-file specifications, data flows, and operational issues can affect customer confidence, member access, and program performance.
  • Secure customer access and communication permissions required to reach eligible members and improve enrollment, activation, and sustained engagement.
  • Identify cross-functional issues and coordinate with Sales, Growth Marketing, Implementation, Product, Clinical, Analytics, Finance, and Operations teams to resolve customer challenges.
  • Maintain clear customer plans and communication throughout complex issues, ensuring stakeholders remain informed and aligned through resolution.
  • Strengthen executive and consultant relationships by demonstrating measurable value and providing credible, data-backed recommendations.
  • Establish proactive renewal and retention practices that surface risks earlier, expand member access, and increase confidence in the value delivered.

  Requirements

  • Significant experience personally managing complex enterprise customer or client relationships following implementation, including responsibility for renewals, retention, and account recovery.
  • Demonstrated ability to use quantitative customer-value data to make decisions, diagnose performance, and influence senior stakeholders.
  • Strong executive communication skills and sound judgment when balancing competing customer, consultant, and internal priorities.
  • Proven ability to identify cross-functional breakdowns, bring together the appropriate teams, and drive solutions through execution.
  • Experience managing multiple high-value accounts simultaneously in a remote, fast-paced, and evolving environment.
  • Ability to operate effectively when processes, responsibilities, or internal ownership are not yet fully defined.
  • Strong analytical skills and comfort working with enrollment, utilization, claims, outcomes, ROI, billing, eligibility, or member-engagement data.
  • Experience building and maintaining relationships across multiple organizational levels and stakeholder groups.
  • Strong customer-centric mindset with the ability to translate complex information into clear recommendations and business decisions.
  • Willingness and ability to travel up to 15% as required.
  • Experience in employer health benefits, digital health, benefits navigation, wellbeing, pharmacy benefit management, or a closely related field is highly desirable.
  • Experience managing complex customer portfolios through multiple renewal cycles and periods of organizational change is preferred.
  • Familiarity with AI-enabled productivity tools and workflows is expected, with demonstrated AI proficiency appropriate to the role’s seniority.
  • Must have legal authorization to work in the United States; visa or immigration sponsorship is not provided.

  Benefits

  • Total compensation range of $136,850–$215,050 per year, including base compensation, variable compensation, and equity.
  • Compensation may be adjusted based on skills, qualifications, experience, location, market conditions, and demonstrated impact.
  • Comprehensive health, dental, and vision insurance for eligible full-time employees.
  • Life and accidental death and dismemberment insurance.
  • Health Savings Account.
  • Supplemental accident, hospital, and critical illness insurance.
  • Financial advisory services.
  • Equity shares.
  • 401(k) plan.
  • Discretionary paid time off.
  • Paid parental leave.
  • Flexible working hours.
  • Remote-first work environment.
  • Paid company holidays.
  • Access to a free digital therapist for employees and their families.
  • Opportunity to work in an innovative digital healthcare environment focused on measurable customer and member outcomes.