Customer Success Manager, Mid-Market

color-health; United States; On-site; USD 92,000 - 125,000; Full time

Benefits offered by this job

Competitive salary

Medical, dental, vision, life and disa

401k match

Monthly phone and wifi stipend

Annual ergonomic stipend

Generous vacation policy

Paid holidays

Parental leave

Cancer screening resources

Job summary

Color is seeking a Customer Success Manager to own a diverse mid-market client portfolio in the benefits tech space. You will onboard, engage, and expand Color’s cancer benefits program, coordinating with cross-functional teams to deliver scalable, strategic outcomes.

You’ll cultivate multi-threaded relationships with benefits leaders, drive enrollment, and maintain high client satisfaction while leveraging AI tools to operate at scale in a fast-paced environment.

Qualifications

• 3+ years of CSM experience in benefits tech.
• Deep understanding of employee benefits and digital health space.
• Experience in high-growth startups and scaling client programs.
• Ability to manage a high-volume book of business.
• Comfort using AI tools to improve efficiency.
• Experience serving HR/Total Rewards leaders and benefits consultants.
• Strong communication, negotiation, and presentation skills.
• Excellent organizational skills and multitasking.
• Bias for action and proactive strategic programs.
• Ability to collaborate with sales, product, and marketing.

Responsibilities

• Lead a large mid-market client book and act as the face of Color for client needs.
• Onboard new clients and ensure successful launches at scale.
• Develop scaled service and strategic plans per client based on client needs.
• Drive enrollment and engagement for client populations.
• Maintain high client NPS and renewal rates.
• Identify expansion and upsell opportunities.
• Build long-term relationships with key stakeholders.
• Coordinate with support, legal, finance, operations, product, and sales.
• Monitor engagement metrics and conduct business reviews.
• Standardize operations and leverage AI for efficiency.

Skills

Client management

Benefits knowledge

Strategic relationship building

AI tools usage

Cross-functional collaboration

Analytical skills

Negotiation

Multitasking

Action-oriented

Job description

Color 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.

About the Role:

As a Customer Success Manager, you'll be our customers' most important contact at Color — serving as their trusted advisor and strategic partner, supporting the evolution and successful execution of their cancer benefit strategy, guiding them through onboarding, engagement, and expansion for our cancer program to meet their benefits goals. In this Individual Contributor role, you'll support a dynamic book of mid-market clients, working across both existing and newly implementing customers at volume and scale — including serving some of our more strategic mid-market accounts. Your efforts will directly impact both the health outcomes of the populations we serve, the population outcomes for our customers, and the success of Color. Our ideal candidate has experience in the health benefits space, is exceptional at building and managing multi-threaded relationships with benefit leaders and senior benefits executives, is comfortable leveraging AI and technology to operate efficiently at scale, and thrives in a fast-paced start-up environment.

Client Strategy and Management

• Lead a large book of mid-market clients and serve as the face of Color for all client-related needs

• Support existing and newly implementing customers at volume and scale, maintaining a high standard of service across a flexible and fluctuating client load

• Onboard new clients, ensuring strong member discovery, internal program coordination, and a successful launch plan at scale

• Develop customized, scaled service and strategic plans for each client based on a deep, strategic understanding of their needs and goals

• Drive successful enrollment and engagement of a client's population with Color's products and services through enrollment marketing campaigns and assets, strategy, and support

• Own and maintain a high client NPS and renewal rate, proactively identifying issues and strategizing on solutions

• Identify, position, and close expansion and upsell opportunities

Relationship Management

• Build and maintain strong, long-term, multi-threaded relationships with key stakeholders across your 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 clients' benefits consultants and partner vendors

• Serve as a trusted advisor, providing guidance on best practices and strategic use of Color's solutions in the context of the benefits and cancer space

• 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

• Monitor client engagement and performance metrics to ensure clients are achieving desired program outcomes and meeting expectations

• Conduct regular check-ins and business reviews to evaluate progress and address challenges

• Provide strategic analysis of member engagement performance, program metrics, and outcomes — partnering with key internal teams to formulate insights and recommendations

• Standardize and continuously improve operations for serving clients at scale, including leveraging AI tools to drive efficiency and consistency across a high-volume book of business

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, sharing feedback and opportunities for improvement with relevant team members

Our Ideal Candidate Will Have

• Minimum 3 years of experience as a client/customer success manager, ideally at a benefits tech company (CSM level)

• Deep understanding of employee benefits and digital health space; understanding of the cancer screening or broader oncology space preferred

• Demonstrated success at a high-growth or start-up organization, with deep understanding of the associated challenges: scaling, 1:many client management, operating in ambiguity, and a fast-paced environment

• Demonstrated ability to manage a flexible and fluctuating client load without compromising service quality or client experience

• Comfort using AI tools and technology to work efficiently and deliver a high standard of service at scale

• Experience serving and scaling support to mid-market clients, with specific experience serving HR/Total Rewards leaders, executives, and benefits consultants in volume

• Experience supporting both existing customers and newly implementing clients simultaneously across a high-volume portfolio

• Experience identifying growth opportunities and securing upsells across a book of business

• Excellent messaging, positioning, and presentation skills for varying levels of internal and external audiences

• Strong bias for action — equally effective in day-to-day execution and in driving proactive, strategic programs

• Excellent organizational skills, with proven ability to multi-task competing priorities

• Excellent negotiation, collaboration, and listening skills

• 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

Base Salary Range: $92,000-125,000/year

The actual base pay is dependent upon many factors, such as: work experience, market data, skills, geographic location, and business need. The base pay range is subject to change and may be modified in the future. This role may also be eligible for equity and benefits.

Color prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law. Color conforms to the spirit as well as to the letter of all applicable laws and regulations. We are also committed to providing reasonable accommodations for qualified applicants with disabilities in our recruitment process.