Customer Success Manager
Color
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