Senior Customer Success Manager, Health Plans

Senior Customer Success Manager, Health Plans

Client Strategy and Management:

• Serve as the inaugural Health Plan CSM, responsible for building a strong foundation for how Color serves national and regional health plans and health systems and their lines of business (Commercial ASO, Fully Insured, Medicare Advantage).
• Align Color's implementation and client success infrastructure to meet the distinct business lines for Health Plans.
• Strategize and execute against a hybrid book of business initially (employers, unions, health plans), with a roadmap to specialize and scale within the Health Plan segment.
• Own the entire post-sales lifecycle for each health plan and related business line client, including client onboarding, enrollment, engagement, strategic advisement and renewal.
• Serve a mixed book of business that may initially include both direct employer relationships and union/labor in addition to health plans.
• Own and maintain a high client NPS and renewal rate, proactively identifying issues and strategizing on solutions, while securing expansion and upsell opportunities.

Relationship Management:

• Act as a trusted advisor to senior stakeholders at health plans and integrated delivery networks, demonstrating fluency in payer priorities and regulatory environments.
• Establish and deepen multi-threaded relationships across health plan clients (including clinical operations, network management, quality improvement, and population health teams).
• Translate complex client goals into strategic plans, ensuring member impact and programmatic alignment with value-based care, plan design, and cost containment strategies.
• Build and maintain strong, long-term, and multi-threaded relationships with key stakeholders across your client organizations.
• Convert clients and plans 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.
• Proactively manage client issues and escalations, collaborating with partner teams such as member support, legal, finance, operations, product, and sales.

Performance Monitoring and Operational Excellence:

• Partner with cross-functional internal teams and client counterparts to ensure reporting and data delivery align with health plan contractual terms and performance guarantees.
• 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.
• Build infrastructure to proactively support future health plan-specific CSM roles, including escalation paths, documentation, and best practices.
• Anticipate and address the complex and evolving needs of health plan clients, including regulatory shifts, member engagement hurdles, and data-sharing nuances.
• Act as a strategic problem-solver across a health plan’s lines of business, driving forward solutions that address shared pain points across populations.

Collaboration:

• Partner closely with the Director of Health Plan Partnerships, Head of Health Plan Sales, and broader Sales team to ensure alignment on account strategy and transitions.
• Collaborate with product and engineering teams to define requirements for supporting health plan use cases (e.g., claims data integration, quality reporting, provider enablement tools, aggregate data reporting).
• Serve as the client voice for Health Plan segment development, influencing Color’s roadmap, client support structures, and long-term GTM strategy.
• Play a pivotal role in defining how Color builds and scales a Health Plan CSM function, including potential mentorship and team-building in future stages.

Our Ideal Candidate Will Have:

• 6+ years of client-facing experience in health tech, with a strong preference for experience supporting enterprise health plans or health systems in a health benefits space.
• Proven experience building and scaling relationships across health plan organizational structures, ASO leadership teams, and HR Benefits teams.
• Strong understanding of payer dynamics, including ASO vs fully insured models, STAR ratings, NCQA/HEDIS/QARR metrics, and care management workflows.
• Track record of launching and operationalizing new client verticals or segments, ideally within a fast-paced startup or high-growth environment.
• Deep comfort operating in ambiguity, with the ability to build infrastructure and strategy while also executing tactically.
• Excellent messaging, positioning and presentation of information to varying levels of internal and external audiences.
• Demonstrates a strong bias for action, equally effective in day-to-day execution and in driving proactive, strategic approaches and programs.
• Excellent organizational skills, with proven ability to multi-task competing priorities.
• Excellent negotiation, internal and external collaboration, and listening skills.
• Analytical skills to interpret data and drive actionable insights.
• Data integration proficiency, advanced Sheets knowledge and skills.

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