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Client Success Manager

New York City
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: 

We’re hiring a Client Success Manager (CSM) to own and grow a portfolio of Health Plan and Pharmacy Benefit Manager (PBM) clients. From onboarding through renewal, you’ll serve as a strategic partner driving measurable business results, client satisfaction, and long-term success. This role blends relationship management, data fluency, and strategic problem-solving to deliver meaningful outcomes for clients and members alike. You’ll collaborate cross-functionally with Clinical Operations, Product, Growth Marketing, and Implementation teams to design initiatives, build value-based reporting, and surface insights that shape decision-making. We’re looking for an experienced CSM who thrives in complex, fast-paced environments—someone who combines strategic partnership with hands-on execution and is passionate about expanding access to addiction treatment and improving member outcomes.

This is a hybrid role with an in-office rhythm of 3 days/week in our NYC office.

In this role you will…

  • Own a portfolio of Health Plan, Direct and PBM clients, managing relationships end-to-end to drive program performance, satisfaction, and revenue growth from onboarding through renewal.
  • Lead renewals and expansions, building strategic account plans, business cases, and proposals in partnership with Growth and Leadership teams to ensure mutual value and long-term retention.
  • Serve as a trusted advisor by developing deep fluency in Pelago’s programs, implementation processes, and value-based reporting — translating complex data into clear, actionable insights for clients.
  • Collaborate cross-functionally with Clinical Operations, Product, Engineering, and Growth Marketing to deliver seamless client experiences and identify opportunities for program optimization.
  • Drive member engagement through co-created promotional strategies and campaigns that increase awareness, participation, and measurable outcomes.
  • Proactively manage escalations and client feedback, coordinating internal teams to resolve issues quickly and surface product or process improvements that enhance the client and member experience.
  • Champion client advocacy by cultivating reference-able relationships, supporting case studies and testimonials, and maintaining accurate documentation of client health, risks, and key decisions in Salesforce.

The background we are looking for... 

  • 3+ years of experience in client success, account management, or partnerships within digital health, healthcare, wellness, benefits, or SaaS.
  • Proven success managing enterprise clients and partnering directly with executive stakeholders to drive renewals, expansions, and measurable results.
  • A skilled communicator and storyteller who can simplify complex ideas and inspire action across diverse audiences.
  • Known for exceptional attention to detail, strong relationship-building, and a consultative approach that earns trust.
  • Analytical and entrepreneurial mindset — you anticipate challenges, identify opportunities, and drive continuous improvement.
  • Thrive in fast-paced, cross-functional environments, bringing agility, optimism, and influence to every partnership.
  • Deeply passionate about Pelago’s mission to help people live addiction-free lives and reach their full potential.

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.

  • Full Medical, Dental, & Vision coverage 
  • Generous and meaningful equity package
  • 401k Plan (Not applicable to providers - please remove) 
  • 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 
  • Access to Reproductive & Family Planning Care 
  • Substance Use Support for employees and family members 

At this time, we are unable to offer visa sponsorship 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 incentive bonus program, 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.

Base Pay Range

$120,000 - $140,000 USD

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