Pelago

Customer Success Manager

• 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, including regular meetings, business reviews, and ROI
• Identify client challenges and risk areas, develop solutions, and execute proactively to avoid churn
• Develop fluency in Pelago's AI-enabled care model and translate AI-driven clinical tools and member engagement features into plain-language narratives for employer buyers and benefits teams
• Convert model clients into Pelago advocates through references, case studies, blogs, and similar assets
• Ensure clients and their members utilize key product features to maximize success
• Prepare, execute, and participate in special client events
• Manage the end-to-end renewal process for the assigned client portfolio
• Identify and secure client expansion opportunities, including cross-selling Pelago's broader solution portfolio
• Partner with sales to drive alignment for client renewals and expansions
• Communicate internally about potential risks threatening renewals
• Manage client issues and escalations with Client Implementation, Clinical Operations, Product, and Sales
• Share client and market feedback with Product, Marketing, Engineering, and Executive teams for ongoing improvements
• Partner with Growth Marketing to develop member promotional strategies and toolkits

Senior Client Success Manager – Commercial