Sr. Client Success Manager - Commercial

Pelago is the leading specialty substance use care provider, built on the belief that effective treatment means matching care intensity to what each member actually needs rather than defaulting to the most expensive intervention. Our programs guide members through every stage of the substance use spectrum, from unhealthy habits to active use disorders, delivering personalized treatment for tobacco, alcohol, opioid, cannabis, and stimulant use based on individual health, habits, genetics, and goals.

With Sona, our voice-first AI Mental Health Specialist, Pelago now applies that same clinically-driven model to mental health, pairing deep clinical expertise with technology to expand access without compromising care quality. We believe technology should make clinical care more precise and more human, not replace the judgment behind it.

Pelago has scaled to helping hundreds of employers and health plans and has already helped more than 750,000 members better manage their substance use. If you're passionate about AI and making an impact on the health of others, join us and make it happen!

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

Responsibilities:

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
• Develop fluency in Pelago's AI-enabled care model, including how AI-driven clinical tools and member engagement features work, and translate that into plain-language narratives for employer buyers and benefits teams.
• 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

Increase Revenue

• Manage the end-to-end renewal process for assigned client portfolio
• Identify and secure expansion opportunities with each client, including cross-sell into Pelago's broader solution portfolio as new program offerings become available
• Partner with sales to drive alignment for client renewals and expansions 
• Communicate internally potential risks that would threaten renewals

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:

• 7+ years of experience working in Client Success or Account Management at a digital health, healthcare, wellness, benefits or SaaS company
• Experience working on strategic, enterprise accounts and working closely with C-level / SVP-level executives
• Comfort operating in an AI-enabled product environment; able to explain how AI features support (rather than replace) clinical care in conversations with employer stakeholders
• 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 the Pelago mission’s to break down barriers to substance use care that works, giving everyone access to substance use support.

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
• Access to Reproductive & Family Planning Care
• Substance Use Support for employees and family members