Senior Customer Success Manager

What you'll do

• Understand each customer's business model, workforce, goals, and benefits environment, and priorities; translate priorities into clear strategic account and success plans, then execute against them.
• Map and build relationships across customer and consultant stakeholders, including executive buyers.
• Establish trust, manage account health and risk, and guide relationships through leadership, organizational and priority changes.
• Apply strong product, mental health and benefits landscape knowledge to recommend solutions that fit customer needs.
• Stay current on product and market developments and adapt recommendations as customer needs evolve.
• Develop member engagement strategies and communications that support adoption, utilization, and customer satisfaction.
• Connect program activity and outcomes to the customer’s goals, expected value and ROI.
• Own the customer lifecycle from implementation through post-launch engagement, renewal, and expansion.
• Lead change management and renewal strategy; develop proposals, negotiate, and coordinate the deal process through procurement.
• Partner with Account Manager to forecast renewals and growth opportunities accurately, identify and develop upsell opportunities, and manage commercial commitments across the assigned portfolio.
• Prepare and present business reviews for senior HR and business leaders.
• Deliver a clear, persuasive narrative; use data and customer context to make practical recommendations and influence decisions.
• Analyze customer, member engagement and account health data to identify trends, root causes, and risks.
• Use sound judgment to recommend action and lead escalations when needed.
• Own post-launch follow-through on customer commitments, prioritize competing needs, and adjust plans as circumstances change.
• Identify recurring account challenges and recommend process improvements that benefit the team.
• Partner across teams to solve customer needs and advocate for customers internally.
• Support sales and new business efforts, cultivate customer references and case studies, and share effective practices with colleagues.
• Lead through influence by mentoring peers and sharing knowledge and best practices that can improve outcomes across accounts.

What success looks like in this role

• Logo retention: Meet the logo retention goal across the assigned portfolio.
• Upsell: Achieve the assigned upsell goal by identifying and developing customer expansion opportunities.
• Variable revenue: Meet the assigned variable revenue goal, based on book of business.

How you’ll use AI in this role

• Use AI in your daily work (e.g., QBR prep, pipeline review, team communications) and can demonstrate it.
• Identify top AI use cases for Senior Customer Success Manager and incorporates them in workflows
• Uses AI to draft strategic customer-facing documents such as executive summary, renewal briefs and meeting follow ups
• Uses AI for renewal forecasting, at-risk account identification, and team capacity planning.
• Develops AI use cases and shares with teammates

What you'll bring

• At least five years of experience in account management, customer success, implementation, or healthcare management.
• A bachelor's degree or higher.
• Experience owning customer renewals, identifying growth opportunities, and building revenue forecasts.
• Experience working with software-as-a-service products or platforms.
• Experience advising senior customer stakeholders, managing complex enterprise relationships, and communicating with executive presence.
• Experience analyzing customer or member engagement data, identifying trends or risks, and presenting clear recommendations.
• Strong organization and ownership, including the ability to prioritize competing work, manage escalations, and follow through on commitments.
• Adapt readily to change in customer needs, priorities, and company processes, and maintain a strong interest in improving access to mental health care.

Nice to Have

Experience in mental health, healthcare, employee benefits, or a related field.