Senior Customer Success Manager, Health Plans

Color Health

2d

About The Position

As a Senior Customer Success Manager, Health Plans, you'll serve as the trusted advisor for Color's health plan clients — owning relationships from pre-contract through renewal at both the partnership and ASO/group account level, while helping define the Customer Success operating model for a segment poised to scale. You'll report to the Director of Client Success and work alongside a collaborative Health Plan team: Implementation, Partnerships, a fellow Health Plan CSM, and support from enrollment marketing and the broader organization. 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 direct CSM experience at a health benefits or health tech company supporting both national and regional health plans, and thrives building in a fast-paced environment as much as executing in it.

Requirements

• 6+ years in a Customer Success or account management role at a health tech or health benefits company, with required direct experience supporting health plans — both national and regional
• Deep fluency in payer dynamics, including ASO vs. fully insured models, STAR ratings, NCQA/HEDIS/QARR metrics, and care management workflows
• Proven ability to build and manage multi-threaded relationships across complex health plan organizations, from clinical operations to senior benefits leadership
• Track record of launching and operationalizing new client verticals or segments in a fast-paced, high-growth environment — comfortable building infrastructure while executing day-to-day
• Strong analytical, communication, and presentation skills, with the ability to translate data and program performance into clear insights for varied audiences
• Comfortable using AI tools to enhance day-to-day CS work (reporting, communications, trend analysis) — with the judgment to know where the human relationship is irreplaceable.
• Highly organized and collaborative, with the ability to manage competing priorities across a complex, multi-client book of business

Responsibilities

• Own the client lifecycle at both the health plan partnership level and individual ASO/group account level, managing renewals, expansions, and NPS across your book of business
• Manage a hybrid book of business (employers, health plans) with a clear path to specializing within the Health Plan segment
• Lead health plan partnership onboarding from pre-contract through go-live, driving implementation tasks and coordinating across internal SMEs (billing, eligibility, marketing, etc.)
• Own ASO/group client go-live implementations, triaging questions from health plan partners, carrier AEs, and individual clients as appropriate
• Play an active role in shaping the direction, processes, and standards for how the vertical operates and scales by building scalable, repeatable materials — launch playbooks, reporting decks, client FAQs — to support current and future volume growth
• Serve as a trusted advisor to senior health plan stakeholders, building multi-threaded relationships across clinical operations, network management, quality improvement, and population health teams
• Translate complex client goals into strategic plans aligned with value-based care, plan design, and cost containment priorities
• Proactively manage escalations and client issues, coordinating across member support, legal, finance, operations, product, and sales
• Own the overarching reporting strategy for each health plan partnership, covering partnership-level and ASO/group-level performance across monthly and quarterly cadences
• Monitor engagement and program metrics, conducting regular business reviews and delivering actionable insights to clients and internal stakeholders
• Continuously refine workflows and reporting to standardize operations and inform best practices across the broader portfolio
• Own product and communication approvals with individual ASO clients, ensuring they are current with Color's full product suite and latest member engagement materials
• Act as the client voice for the Health Plan segment, influencing Color's product roadmap, support structures, and GTM strategy
• Partner with the Director of Health Plan Partnerships, Health Plan Sales, and cross-functional teams to ensure alignment on account strategy, product needs, and client transitions
• Anticipate and address evolving health plan client needs — including regulatory shifts, member engagement challenges, and data-sharing nuances — and build infrastructure to support future CSM roles in the vertical

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed