Senior Customer Success Manager

Workplace Options; Birmingham (AL); On-site; USD 90,000 - 120,000; Full time

Job summary

Workplace Options is seeking a Senior Customer Success Manager to own a book of enterprise employer accounts end to end. You’ll be a trusted strategic advisor to client executives, HR leaders, brokers, and carrier partners, using data to drive retention and growth.

This on-site role requires relationship management excellence and a passion for mental health and employee wellbeing. Travel is regional and national (30-40%).

Qualifications

• 7+ years in customer success or account management in EAP/behavioral health/healthcare
• Bachelor's degree or equivalent experience
• Experience managing enterprise accounts through multiple renewal cycles
• Experience partnering with brokers, consultants and carrier partners
• Strong financial acumen: pricing, contract terms, revenue forecasting
• Able to interpret utilization data and benchmarks for client recommendations
• Polished communicator with C-suite, HR and broker audiences
• Proficient with MS Office, Google Suite and CRM; comfortable using AI tools
• Organized and adaptable managing a full book of accounts
• Regional/national market experience; familiar with plan documents and digital health a plus
• Passion for helping employees and their families live healthier lives
• Valid driver's license; willingness to travel regionally/nationally

Responsibilities

• Own a book of enterprise EAP/behavioral health clients, driving retention and growth
• Partner with brokers, consultants and carrier partners as co-owners of client relationships
• Lead client meetings and quarterly/annual reviews to show value and ROI
• Build data-driven presentations using utilization and market trends
• Own the renewal cycle from pricing/contracting to open enrollment
• Hit retention and expansion targets through proactive account planning
• Evolve client strategy with digital solutions and internal teams
• Collaborate with Sales and Implementation on smooth handoffs/onboarding
• Shape training/engagement strategies around client goals
• Represent the company on-site at health fairs and events
• Coordinate with Clinical/Operations/Finance/Legal/Compliance to resolve issues
• Mentor Customer Success Managers and shape team playbooks

Skills

Enterprise account management

Relationship management

Data-driven decisions

C-suite presentations

Forecasting & pricing

CRM tools (Salesforce)

AI tools familiarity

Organizational skills

Travel readiness

Team mentorship

Negotiation

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

Google Suite

Salesforce or similar CRM

Job description

About this opportunity

Workplace Options is proud to support our sister organisation, Behavioral Health Systems (BHS), in recruiting a Care Coordinator.

BHS operates one of the nation's largest specialty preferred provider organizations (PPO), which is comprised of psychiatrists, psychologists, social workers, EAP providers as well as facility networks including hospitals, rehab/residential treatment centers, partial hospitalization programs and intensive outpatient programs.

Senior Customer Success Manager

Location: US, Alabama

Full-time/Part-time: This is a full-time (40 hours per week) position.

Salary: $90,000 - $120,000 USD per year plus competitive benefits offering

What you will do

Reporting to the Head of Implementation & Customer Success, the Senior Customer Success Manager owns a book of enterprise employer accounts end to end. You'll be a trusted strategic advisor to client executives, HR leaders, brokers and carrier partners, using data and market insight to drive retention, renewal and growth. This role suits a relationship-driven leader who values being on site with clients and cares deeply about mental health and employee wellbeing.

Responsibilities

• 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
• Partner with regional and national brokers, consultants and carrier partners as co-owners of each client relationship
• Lead recurring client meetings and quarterly and annual business and utilization reviews that show value and ROI
• Build data-driven presentations using utilization, benchmarks, and market and regulatory trends to guide client decisions
• Own the full renewal cycle, from pricing and contracting with Legal through open enrollment and plan materials
• Hit quarterly and annual retention and expansion targets through proactive account planning and early risk escalation
• Evolve each client's strategy as needs change, bringing in digital solutions and internal leaders to collaborate
• Partner with Sales and Implementation on a smooth handoff, transition and onboarding for new clients
• Shape training, education and engagement strategy around each client's goals, utilization and workforce needs
• Represent the company on site at health and benefit fairs, open enrollment meetings and client events
• Collaborate with Clinical, care coordinators, Operations, Finance, Legal and Compliance to resolve eligibility, invoicing and member issues
• Mentor Customer Success Managers and help shape the team's playbooks, reporting and renewal processes
• Perform other related duties as directed or deemed appropriate.

Qualifications/Skills

• 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

Travel: 30-40%, regionally and nationally by car and air, with broader travel as business needs require.

For further information about BHS please see https://behavioralhealthsystems.com/

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