Color

Senior Manager, Mid-Market Customer Success

Color

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $140,000 - $185,000 per year

Job Level

Senior

About the role

  • Own a portfolio of complex mid-market accounts—from onboarding through renewal and growth—ensuring clients achieve measurable outcomes.
  • Provide strategic oversight across the team’s book of business, supporting CSMs on portfolio planning, stakeholder management, and proactive engagement.
  • Drive high-touch client relationships while identifying opportunities for expansion, upsell, and retention.
  • Lead executive-level conversations with key accounts and act as the escalation point for critical issues.
  • Ensure consistent execution of onboarding, QBRs, and renewal processes that align with Color’s growth goals.
  • Own and achieve strong, ambitious outcomes across the mid-market portfolio in terms of customer impact, advocacy, outcomes, retention and growth.
  • Hire, lead, coach, and develop a high-performing team of Mid-Market CSMs focused on delivering value and impact.
  • Set clear expectations, goals, and success metrics for individuals and the team.
  • Build a culture of accountability, feedback, and growth through regular 1:1s, performance reviews, and professional development planning.
  • Define hiring profiles, career pathways, and onboarding programs as the team scales.
  • Develop and deliver enablement programs that strengthen client management, strategy, communication, and data-driven decision-making.
  • Design and implement scalable systems, playbooks, and engagement frameworks to standardize client management across the customer journey.
  • Partner with CS Ops, RevOps, and Data teams to enhance dashboards, metrics, and automation that improve visibility and execution.
  • Identify repetitive workflows (e.g., QBR prep, reporting, eligibility management) and streamline or automate for efficiency.
  • Establish feedback loops, escalation protocols, and consistent processes that empower CSMs to act autonomously while aligning to company strategy.
  • Use data to measure performance, drive insights, and continuously refine processes to improve client outcomes and operational efficiency.
  • Collaborate with Sales, Product, Implementation, Clinical, and Marketing to ensure smooth handoffs and cohesive client engagement.
  • Act as the internal advocate for mid-market clients—surfacing insights, influencing roadmap priorities, and representing the segment’s voice in strategy discussions.
  • Partner with internal teams to design initiatives that drive client retention, expansion, and health outcomes.
  • Represent the mid-market segment in Customer Success leadership forums and company-wide operational planning.

Requirements

  • 7+ years in Customer Success, Account Management, or Client Services, with 5+ years in people leadership roles.
  • Proven success building and scaling mid market Customer Success teams in healthcare benefits or digital health.
  • Strong understanding of employee health benefits, mid-market client dynamics, and ASO health plan structures.
  • Demonstrated ability to be a player / coach - able to balance high-touch client engagement with scalable systems thinking while supporting, mentoring, and empowering your team to do the same.
  • Experience building a 1-many framework, designing and implementing playbooks, tools, and processes that drive consistent execution and client outcomes.
  • Operational and analytical acumen, with proficiency in tools like Salesforce, Airtable, and Metabase, demonstrating comfort and excellence using data to inform strategy.
  • Excellent executive communication skills and the ability to influence across all levels of an organization.
  • A builder’s mindset—bias for clarity, structure, and action in a fast-paced, evolving environment.
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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer successaccount managementclient servicespeople leadershipscalable systems thinkingdata-driven decision-makingoperational acumenanalytical acumenplaybook designprocess implementation
Soft skills
strategic oversighthigh-touch client relationshipscoachingmentoringcommunicationinfluencingaccountabilityfeedbackteam developmentcollaboration