Senior Customer Success Manager
About The Position
Workplace Options is supporting its sister organisation, Behavioral Health Systems (BHS), in recruiting a Senior Customer Success Manager. BHS operates a large specialty preferred provider organization encompassing behavioral health professionals and facility networks. The Senior Customer Success Manager owns a portfolio of enterprise employer accounts end to end and serves as a strategic advisor to client executives, HR leaders, brokers, and carrier partners. The role uses data and market insight to support retention, renewal, and growth, and involves regular onsite client engagement. It reports to the Head of Implementation & Customer Success. This is a full-time position of 40 hours per week, based in the US, with 30–40% regional and national travel by car and air. Salary is $90,000–$120,000 USD per year, plus competitive benefits.
Requirements
- At least 7 years of experience 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.
- Ability to interpret utilization and benchmark data and translate it into client recommendations.
- Strong communication skills and comfort presenting to C-suite, HR, and broker audiences.
- Proficiency in Microsoft Office, Google Suite, and Salesforce or a similar CRM; comfort using AI tools in daily work.
- Organization and adaptability to manage a full account portfolio while responding to changing client needs.
- Valid driver's license and willingness to travel regionally, nationally, and as needed.
Nice To Haves
- Regional and national market experience.
- Familiarity with plan documents and digital health.
- Passion for helping employees and their families live their healthiest lives.
Responsibilities
- Lead a portfolio of enterprise EAP and carve-out behavioral health clients, building relationships that support retention and account growth.
- Partner with regional and national brokers, consultants, and carrier partners as co-owners of client relationships.
- Lead recurring client meetings and quarterly and annual business and utilization reviews to demonstrate value and ROI.
- Create data-driven presentations using utilization, benchmarks, and market and regulatory trends to guide client decisions.
- Own the full renewal cycle, including pricing, contracting with Legal, open enrollment, and plan materials.
- Meet quarterly and annual retention and expansion targets through proactive account planning and early risk escalation.
- Adapt client strategies as needs change, bringing in digital solutions and collaborating with internal leaders.
- Partner with Sales and Implementation to support handoff, transition, and onboarding for new clients.
- Shape training, education, and engagement strategies around client goals, utilization, and workforce needs.
- Represent the company at onsite 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 develop team playbooks, reporting, and renewal processes.
- Perform other related duties as directed or deemed appropriate.
Benefits
- Competitive benefits offering.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
