Customer Success Manager - Color

Job Title: Customer Success Manager
Job Location: Remote, USA
Job Listing URL: https://jobs.lever.co/color/af09e5d4-103e-426b-b124-27538915d124
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:
4-6 years experience as a customer success manager, account manager or similar at a healthcare benefits company
Operational excellence and strong organizational skills
Proven track record of working with enterprise employers and unions/labor organizations for client relationship management and consultation within health care benefits space
Excellent client management and relationship-building skillset
Excellent messaging, positioning and presentation of information
Excellent negotiation, internal and external collaboration, and listening skills
Strong business and financial acumen
Proven ability to manage multiple clients and projects simultaneously
Analytical 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