Senior Customer Success Manager
Workplace Options
Summary
Reporting to the Head of Implementation & Customer Success, the Senior Customer Success Manager owns a book of enterprise employer accounts end to end. You'll be a trusted strategic advisor to client executives, HR leaders, brokers and carrier partners, using data and market insight to drive retention, renewal and growth. This role suits a relationship-driven leader who values being on site with clients and cares deeply about mental health and employee wellbeing.
Job description
Responsibilities
- Serve as the strategic lead for a book of enterprise EAP and carve-out behavioral health clients, building long-term relationships that drive retention and account growth
- Partner with regional and national brokers, consultants and carrier partners as co-owners of each client relationship
- Lead recurring client meetings and quarterly and annual business and utilization reviews that show value and ROI
- Build data-driven presentations using utilization, benchmarks, and market and regulatory trends to guide client decisions
- Own the full renewal cycle, from pricing and contracting with Legal through open enrollment and plan materials
- Hit quarterly and annual retention and expansion targets through proactive account planning and early risk escalation
- Evolve each client's strategy as needs change, bringing in digital solutions and internal leaders to collaborate
- Partner with Sales and Implementation on a smooth handoff, transition and onboarding for new clients
- Shape training, education and engagement strategy around each client's goals, utilization and workforce needs
- Represent the company on site at health and benefit fairs, open enrollment meetings and client events
- Collaborate with Clinical, care coordinators, Operations, Finance, Legal and Compliance to resolve eligibility, invoicing and member issues
- Mentor Customer Success Managers and help shape the team's playbooks, reporting and renewal processes
- Perform other related duties as directed or deemed appropriate.
Qualifications/Skills
- 7+ years in customer success or account management, ideally in EAP, behavioral health, benefits or healthcare
- Bachelor's degree or equivalent experience
- Experience managing enterprise or large, complex accounts through multiple renewal cycles
- Experience partnering with regional and national brokers, consultants and carrier partners
- Strong financial acumen, including pricing, contract terms and revenue forecasting
- Skilled at interpreting utilization and benchmark data and translating it into client recommendations
- Polished communicator, comfortable presenting to C-suite, HR and broker audiences
- Proficient in Microsoft Office, Google Suite, and Salesforce or a similar CRM, and comfortable using AI tools in daily work
- Organized and adaptable, managing a full book of accounts while responding to changing client needs
- Regional and national market experience, and familiarity with plan documents and digital health, a plus
- Passion for helping employees and their families live their healthiest lives
- Valid driver's license and willingness to travel regionally, nationally and as needed
Travel: 30–40%, regionally and nationally by car and air, with broader travel as business needs require.
Requirements
- 7+ years in customer success or account management, ideally in EAP, behavioral health, benefits or healthcare
- Bachelor's degree or equivalent experience
- Experience managing enterprise or large, complex accounts through multiple renewal cycles
- Experience partnering with regional and national brokers, consultants and carrier partners
- Strong financial acumen, including pricing, contract terms and revenue forecasting
- Skilled at interpreting utilization and benchmark data and translating it into client recommendations
- Polished communicator, comfortable presenting to C-suite, HR and broker audiences
- Proficient in Microsoft Office, Google Suite, and Salesforce or a similar CRM, and comfortable using AI tools in daily work
- Organized and adaptable, managing a full book of accounts while responding to changing client needs
- Valid driver's license and willingness to travel regionally, nationally and as needed
Benefits
- Competitive benefits
Company overview
Workplace Options, founded in 1982 and headquartered in Raleigh, North Carolina, is the world's largest independent provider of holistic wellbeing solutions. The company specializes in delivering comprehensive employee support programs that integrate mental health services, work-life balance resources, and behavioral health interventions. With a global network of credentialed providers and professionals, Workplace Options serves over 88 million individuals across 127,000 organizations in more than 200 countries and territories. The company's services include employee assistance programs (EAPs), critical incident response, mindfulness training, telehealth counseling, and workplace wellbeing consulting. Trusted by 50% of Fortune 500 companies, Workplace Options combines digital and in-person delivery methods to provide customized support that helps individuals become healthier, happier, and more productive both personally and professionally. Their solutions address diverse needs including stress management, mental health support, work-life integration, and organizational wellbeing strategy development.