Customer Success Manager

Job description

Color Health is revolutionizing cancer care with the nation’s first Virtual Cancer Clinic, delivering high-quality, physician-led multidisciplinary care across all 50 states. Our innovative, guideline-based approach spans cancer screening, risk assessment, prevention, diagnosis, treatment support, and survivorship. In addition to personalized direct medical care, our services include cancer genetics risk assessment, nutrition, mental health support and at-home cancer screening diagnostics. Using technology-driven, patient-centric solutions, Color is transforming how employers, unions, health plans, and governments address cancer. Color’s goal is to close critical cancer care gaps, improve cancer outcomes, and guide patients with empathy through their healthcare journeys.

Apply to join Color and do the most meaningful work of your career. If you are not sure that you’re 100% qualified but are up for the challenge - we want you to apply!

As a Customer Success Manager, you’ll be our customers’ most important contact at Color - guiding them through onboarding, engagement, strategy, and expansion for our cancer program. Your efforts will directly impact the health outcomes of the populations we serve and the success of Color. We are seeking a Customer Success Manager who has experience in the healthcare and benefits space who is passionate about working with benefits and union leaders on improving the health and cancer outcomes of their employee and union populations by delivering exceptional client experiences.

How You’ll Contribute:

Client Strategy & Management:

• Lead a portfolio of employee and union clients and be the face of Color for all client-related needs
• Lead/collaborate on the onboarding process for new clients, ensuring a smooth and successful launch of the cancer program and lifecycle plan
• Develop customized service and strategy plans tailored to each client’s goals and organizational needs that meets their expectations for success of Color’s cancer program.
• Collaborate with client and our member engagement team to drive successful enrollment and engagement of a client’s population with Color’s product and services
• Own and maintain a high client retention and renewal rate
• Create successful, upsells, and expansion opportunities for assigned clients

Relationship Management:

• Build and maintain strong, long-term, and multi-threaded relationships with key stakeholders at client organizations
• Convert clients into Color advocates, leveraging their successes for references, referrals, case studies, marketing collaborations, and testimonials
• Enable and support strong trust-based relationships with client’s benefits consultants and partner vendors serving them
• Act as a trusted advisor, providing guidance on best practices and strategic use of Color’s solutions
• Manage client issues and escalations, collaborating with partner teams such as member support, legal, finance, operations, product, and sales

Performance Monitoring & Operational Excellence:

• Monitor client engagement and performance metrics to ensure they are achieving desired program outcomes and meeting client expectations
• Conduct regular check-ins and business reviews to evaluate progress and address any challenges
• Provide strategic analysis of member engagement performance and program metrics, and outcomes, partnering with key internal teams to formulate insights and recommendations
• Standardize operations for serving clients at scale

Problem-solving:

• Serve as the client’s advocate, addressing concerns, resolving issues, and coordinating with internal teams to provide solutions
• Proactively identify opportunities for improvement and optimization, working with the right teams internally to support and solve

Collaboration:

• Partner with sales, product, and marketing teams to align on client needs and feedback
• Contribute to the development of tools, resources, and programs that enhance the client experience
• Serve as the voice of the client internally within the company to share feedback and opportunities for improvement on Color’s product and services with relevant team members

Our Ideal Candidate Will Have:

• Minimum 3 years of experience as a client success/customer success manager, ideally at a benefits tech company
• Demonstrated success at a high-growth or start up organization with deep understanding and execution against the associated challenges (scaling,1:many client management, operating in ambiguity, and fast paced environment)
• Experience serving and scaling support to mid-market clients, with specific experience serving HR/Total Rewards leaders, executives, and benefits consultants in volume
• Experience identifying growth opportunities and securing upsells across your book of business
• Excellent messaging, positioning and presentation of information to varying levels of internal and external audiences
• Demonstrates a strong bias for action, equally effective in day-to-day execution and in driving proactive, strategic approaches and programs
• Excellent organizational skills, with proven ability to multi-task competing priorities
• Excellent negotiation, internal and external collaboration, and listening skillsAnalytical skills to interpret data and drive actionable insights

What We Offer:

• 💰  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

Base Salary Range: $92,000-125,000/yr

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. This role may also be eligible for bonus, equity, and benefits.

#LI-REMOTE

Color prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law. Color conforms to the spirit as well as to the letter of all applicable laws and regulations. We are also committed to providing reasonable accommodations for qualified applicants with disabilities in our recruitment process.