Senior Customer Success Manager

Role Overview

The Senior Customer Success Manager will own a book of enterprise employer accounts, building long-term relationships with clients and driving retention and account growth. The role requires a relationship-driven leader who values being on site with clients and cares deeply about mental health and employee wellbeing.

What You Will Do

The Senior Customer Success Manager will 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. Responsibilities include leading recurring client meetings, building data-driven presentations, and owning the full renewal cycle.

Why It Might Be a Fit

The ideal candidate will have 7+ years of experience in customer success or account management, ideally in EAP, behavioral health, benefits or healthcare. They will be a polished communicator, comfortable presenting to C-suite, HR and broker audiences, and have strong financial acumen.

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
• 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

Benefits

• Competitive benefits offering