Senior Client Success Manager

Our Client Strategy team is looking for a highly motivated Senior Client Success Manager (CSM) to own a portfolio of strategic, enterprise clients to drive business results from point of sale through renewal. The Sr CSM will proactively interact with clients and execute a Pelago program strategy integrated with their broader benefit offerings. We are looking for a very experienced CSM with demonstrated success in building and maintaining healthy client relationships to drive strong program adoption, client/member retention, expansion, and advocacy.

Responsibilities:

Deliver Client Value

• Establish and maintain highly effective relationships with key stakeholders, senior executives, and decision makers across enterprise clients
• Develop fluent understanding of Pelago programs, implementation processes, growth marketing approach and clinical operations
• Provide consultative recommendations to increase member engagement, enhance program results, and optimize overall client satisfaction
• Consistently manage client expectations
• Prepare and deliver metrics based on each client’s goals in a consumable format that delivers actionable insights (regular meetings, business reviews, ROI)
• Identify client challenges and risk areas, develop solutions, and execute proactively to avoid churn
• Develop fluency in Pelago's AI-enabled care model, including how AI-driven clinical tools and member engagement features work, and translate that into plain-language narratives for employer buyers and benefits teams.
• Convert “model” clients into Pelago advocates, leveraging their success for references, case studies, blogs, etc
• Ensure clients and their members are utilizing key product features to maximize success
• Prepare, execute and participate in special events held for or hosted by clients

Increase Revenue

• Manage the end-to-end renewal process for assigned client portfolio
• Identify and secure expansion opportunities with each client, including cross-sell into Pelago's broader solution portfolio as new program offerings become available
• Partner with sales to drive alignment for client renewals and expansions
• Communicate internally potential risks that would threaten renewals

Lead Cross-functionally

• Manage client issues/escalations by collaborating with internal teams such as Client Implementation, Clinical Operations, Product, and Sales, as needed
• Work cross-functionality with teams such as Product, Marketing, Engineering and Executive teams to ensure client/market feedback is shared for ongoing improvements
• Partner with Growth Marketing to develop member promotional strategies and toolkits that will increase member engagement, enhance program results, and optimize overall client satisfaction

The background we’re looking for:

• 7+ years of experience working in Client Success or Account Management at a digital health, healthcare, wellness, benefits or SaaS company
• Experience working on strategic, enterprise accounts and working closely with C-level / SVP-level executives
• Comfort operating in an AI-enabled product environment; able to explain how AI features support (rather than replace) clinical care in conversations with employer stakeholders
• An excellent communicator with an entrepreneurial mindset
• Exceptional attention to detail, relationship building and problem-solving skills
• Demonstrated, measurable success running client renewal and expansion efforts
• Strong presentation and storytelling skills, which will be evaluated during the recruiting process
• Strong interpersonal, relationship-building and listening skills, with a natural, effective consultative style
• The flexibility and agility to work cross-functionally in a fast-paced environment
• The ability to influence change and bring enthusiasm and excitement to the workplace
• A passion for the Pelago mission’s to break down barriers to substance use care that works, giving everyone access to substance use support.