Senior Customer Success Manager

Role Summary:

Reporting to the Head of Implementation & Customer Success, the Senior Customer Success Manager owns a book of enterprise employer accounts end to end. You'll be a trusted strategic advisor to client executives, HR leaders, brokers and carrier partners, using data and market insight to drive retention, renewal and growth. This role suits a relationship-driven leader who values being on site with clients and cares deeply about mental health and employee wellbeing.

Key Responsibilities:

• Serve as the strategic lead for a book of enterprise EAP and carve-out behavioral health clients, building long-term relationships that drive retention and account growth
• Partner with regional and national brokers, consultants and carrier partners as co-owners of each client relationship
• Lead recurring client meetings and quarterly and annual business and utilization reviews that show value and ROI
• Build data-driven presentations using utilization, benchmarks, and market and regulatory trends to guide client decisions
• Own the full renewal cycle, from pricing and contracting with Legal through open enrollment and plan materials
• Hit quarterly and annual retention and expansion targets through proactive account planning and early risk escalation
• Evolve each client's strategy as needs change, bringing in digital solutions and internal leaders to collaborate
• Partner with Sales and Implementation on a smooth handoff, transition and onboarding for new clients
• Shape training, education and engagement strategy around each client's goals, utilization and workforce needs
• Represent the company on site at 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 shape the team's playbooks, reporting and renewal processes

Travel: 30–40%, regionally and nationally by car and air, with broader travel as business needs require.

Qualifications:

• 7 years 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
• Skilled at interpreting utilization and benchmark data and translating it into client recommendations
• Polished communicator, comfortable presenting to C-suite, HR and broker audiences
• Proficient in Microsoft Office, Google Suite, and Salesforce or a similar CRM, and comfortable using AI tools in daily work
• Organized and adaptable, managing a full book of accounts while responding to changing client needs
• Regional and national market experience, and familiarity with plan documents and digital health, a plus
• Passion for helping employees and their families live their healthiest lives
• Valid driver's license and willingness to travel regionally, nationally and as needed

Pay: $90,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• 401(k) 4% Match
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance
• Work from home

Willingness to travel:

• 50% (Preferred)

Work Location: Hybrid remote in Birmingham, AL 35209

Salary : $90,000 - $120,000