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Customer Success Manager

Remote

Pelago is the world’s leading virtual clinic for Substance Use Management. Our program provides guidance, support and treatment for members seeking to overcome their tobacco, alcohol and opioid use. From unhealthy habits to active substance use disorders, Pelago delivers a personalized solution based on individual health, habits, genetics, and goals, providing care for members wherever they might be on the substance use spectrum.
 
Pelago's suite of virtual services ranges from education, to cognitive behavioral therapy (CBT) to comprehensive medication-assisted treatment (MAT). Pelago enables employers and health plans to deliver accessible, affordable, and effective treatment for substance misuse.
 
Pelago has scaled to helping hundreds of employers and health plans and has already helped more than 750,000 members manage their substance use better. We have recently closed our Series C and raised over $151m from leading global investors. If you are passionate about making an impact on the health of others, join us and make it happen!

Overview of the Role: 

Our Client Strategy team is looking for a highly motivated Client Success Manager (CSM) to own a portfolio of clients to drive business results from point of sale through renewal. The CSM will proactively interact with clients and execute a Pelago program strategy integrated with their broader benefit offerings.  We are looking for an experienced CSM with demonstrated success in building and maintaining healthy client relationships to drive strong program adoption, client/member retention, expansion, and advocacy.

In this role you will…

Increase Revenue

  • Own a book of business and actively drive revenue growth by strategically managing client relationships and ensuring successful program implementation and adoption
  • Manage the end-to-end renewal process for assigned client portfolio
  • Identify and secure expansion and upsell opportunities with each client 
  • Partner with sales to drive alignment for client renewals and expansions 
  • Communicate internally potential risks that would threaten renewals

Deliver Client Value

  • Establish and maintain highly effective relationships with key stakeholders, senior executives, and decision makers across enterprise clients
  • Develop fluent understanding of Pelago programs, implementation processes, growth marketing approach and clinical operations 
  • Provide consultative recommendations to increase member engagement, enhance program results, and optimize overall client satisfaction 
  • Consistently manage client expectations
  • Prepare and deliver metrics based on each client’s goals in a consumable format that delivers actionable insights (regular meetings, business reviews, ROI)
  • Identify client challenges and risk areas, develop solutions, and execute proactively to avoid churn
  • Convert “model” clients into Pelago advocates, leveraging their success for references, case studies, blogs, etc
  • Ensure clients and their members are utilizing key product features to maximize success
  • Prepare, execute and participate in special events held for or hosted by clients

Lead Cross-Functionally

  • Manage client issues/escalations by collaborating with internal teams such as Client Implementation, Clinical Operations, Product, and Sales, as needed
  • Work cross-functionality with teams such as Product, Marketing, Engineering and Executive teams to ensure client/market feedback is shared for ongoing improvements
  • Partner with Growth Marketing to develop member promotional strategies and toolkits that will increase member engagement, enhance program results, and optimize overall client satisfaction 

The background we’re looking for is…

  • 5+ years of experience working as a Client Success Manager at a digital health, healthcare, wellness, benefits or SaaS company
  • 8+ years of account management/client success experience
  • Experience working on enterprise accounts and working closely with C-level / SVP-level executives
  • An excellent communicator with an entrepreneurial mindset 
  • Exceptional attention to detail, relationship building and problem-solving skills
  • Demonstrated, measurable success running client renewal and expansion efforts
  • Strong presentation and storytelling skills, which will be evaluated during the recruiting process
  • Strong interpersonal, relationship-building and listening skills, with a natural, effective consultative style
  • The flexibility and agility to work cross-functionally in a fast-paced environment
  • The ability to influence change and bring enthusiasm and excitement to the workplace
  • A passion for Pelago’s mission to empower people to live addiction-free lives and become the best version of themselves

What you’ll love about us… 

We have a whole host of perks for our people! From life essentials to nice-to-haves, there are more than a few good reasons to love working with us. We strive to ensure Pelago employees have equitable access to healthcare, wellbeing, time away, and then some.

  • Generous and meaningful equity package 
  • Full Medical, Dental, & Vision coverage 
  • 401k Plan 
  • Unlimited PTO Policy, 10 paid holidays, & company wide “Me Time” Days
  • Paid maternity, paternity & new parent leave
  • Flexible working environment
  • Annual Learning and Development stipend to support continued learning and career development
  • Wellness Reimbursement Program 
  • Mental Health Care through Spring Health 
  • Access to Reproductive & Family Planning Care 
  • Substance Use Support for employees and family members

At this time, we are unable to offer visa sponsorships for this position.

The provided range reflects our US target salary range for this full-time position, which is part of our broader total compensation package, including stock options, comprehensive benefits, and incentive pay applicable to eligible roles. Individual pay within the range will vary based on a variety of factors like role-related experience and education, internal pay equity, and other relevant business factors. At Pelago, we are committed to an equitable and fair pay philosophy and review total compensation for our employees at least twice a year.

Pay Range

$100,000 - $120,000 USD

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