Senior Customer Success Manager, Enterprise

Accountabilities: Own a portfolio of approximately 20–30 enterprise accounts, developing proactive account, retention, and renewal strategies tailored to each customer’s priorities.

Identify renewal risks and blockers early, create mitigation plans, and focus high-touch engagement where it can materially influence customer outcomes.

Lead retention strategy, renewal coordination, pricing and contracting processes, executive relationships, and account recovery efforts across consequential enterprise customers.

Build and maintain multithreaded relationships with benefits leaders, consultants, finance teams, clinical stakeholders, procurement, and operational decision-makers.

Adapt customer value narratives to different audiences, connecting member access, enrollment, engagement, outcomes, and financial value to stakeholder priorities.

Analyze eligibility, enrollment, activation, engagement, outcomes, claims, billing, and ROI data to diagnose account performance and identify opportunities for improvement.

Understand how data-file specifications, data flows, and operational issues can affect customer confidence, member access, and program performance.

Secure customer access and communication permissions required to reach eligible members and improve enrollment, activation, and sustained engagement.

Identify cross-functional issues and coordinate with Sales, Growth Marketing, Implementation, Product, Clinical, Analytics, Finance, and Operations teams to resolve customer challenges.

Maintain clear customer plans and communication throughout complex issues, ensuring stakeholders remain informed and aligned through resolution.

Strengthen executive and consultant relationships by demonstrating measurable value and providing credible, data-backed recommendations.

Establish proactive renewal and retention practices that surface risks earlier, expand member access, and increase confidence in the value delivered.

Requirements

Significant experience personally managing complex enterprise customer or client relationships following implementation, including responsibility for renewals, retention, and account recovery.

Demonstrated ability to use quantitative customer-value data to make decisions, diagnose performance, and influence senior stakeholders.

Strong executive communication skills and sound judgment when balancing competing customer, consultant, and internal priorities.

Proven ability to identify cross-functional breakdowns, bring together the appropriate teams, and drive solutions through execution.

Experience managing multiple high-value accounts simultaneously in a remote, fast-paced, and evolving environment.

Ability to operate effectively when processes, responsibilities, or internal ownership are not yet fully defined.

Strong analytical skills and comfort working with enrollment, utilization, claims, outcomes, ROI, billing, eligibility, or member-engagement data.

Experience building and maintaining relationships across multiple organizational levels and stakeholder groups.

Strong customer-centric mindset with the ability to translate complex information into clear recommendations and business decisions.

Willingness and ability to travel up to 15% as required.

Experience in employer health benefits, digital health, benefits navigation, wellbeing, pharmacy benefit management, or a closely related field is highly desirable.

Experience managing complex customer portfolios through multiple renewal cycles and periods of organizational change is preferred.

Familiarity with AI-enabled productivity tools and workflows is expected, with demonstrated AI proficiency appropriate to the role’s seniority.

Must have legal authorization to work in the United States; visa or immigration sponsorship is not provided.

Benefits

Total compensation range of $136,850–$215,050 per year , including base compensation, variable compensation, and equity.

Compensation may be adjusted based on skills, qualifications, experience, location, market conditions, and demonstrated impact.

Comprehensive health, dental, and vision insurance for eligible full-time employees.

Life and accidental death and dismemberment insurance.

Health Savings Account.

Supplemental accident, hospital, and critical illness insurance.

Financial advisory services.

Equity shares.

401(k) plan.

Discretionary paid time off.

Paid parental leave.

Flexible working hours.

Remote-first work environment.

Paid company holidays.

Access to a free digital therapist for employees and their families.

Opportunity to work in an innovative digital healthcare environment focused on measurable customer and member outcomes.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

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