Senior Client Success Manager – Commercial

Pelago

. Establish and maintain highly effective relationships with key stakeholders, senior executives, and decision makers across enterprise clients .

Posted 9/22/2026full-timeRemote • United StatesSenior💰 $140,000 - $150,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Client Success and Account Management within digital health and SaaS environments, with a strong focus on relationship building, client engagement, and strategic expansion efforts. Proficient in leveraging AI-enabled tools to enhance client satisfaction and program outcomes.

Highest-signal resume keywords

Client Success ManagementStrategic Account ManagementAI-Enabled Product KnowledgePresentation and Storytelling SkillsCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Client Renewal ManagementClient Expansion StrategiesMetrics Preparation and AnalysisConsultative RecommendationsRisk Identification and Mitigation

Soft Skills

Exceptional Attention to DetailEffective CommunicationRelationship BuildingProblem-SolvingEntrepreneurial Mindset

Industry Keywords

Digital HealthHealthcareWellnessBenefitsSaaS

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

7+ years of experience working in Client Success or Account Management at a digital health, healthcare, wellness, benefits or SaaS company
Experience working on strategic, enterprise accounts and working closely with C-level / SVP-level executives
Comfort operating in an AI-enabled product environment; able to explain how AI features support (rather than replace) clinical care in conversations with employer stakeholders
An excellent communicator with an entrepreneurial mindset
Exceptional attention to detail, relationship building and problem-solving skills
Demonstrated, measurable success running client renewal and expansion efforts
Strong presentation and storytelling skills, which will be evaluated during the recruiting process
Strong interpersonal, relationship-building and listening skills, with a natural, effective consultative style
The flexibility and agility to work cross-functionally in a fast-paced environment
The ability to influence change and bring enthusiasm and excitement to the workplace
A passion for the Pelago mission’s to break down barriers to substance use care that works, giving everyone access to substance use support.

Benefits

Comp & perks

Generous and meaningful equity package
Full Medical, Dental, & Vision coverage
401k Plan
Unlimited PTO Policy, 10 paid holidays, & company wide “Me Time” Days
Paid maternity, paternity & new parent leave
Flexible working environment
Annual Learning and Development stipend to support continued learning and career development
Wellness Reimbursement Program
Access to Reproductive & Family Planning Care
Substance Use Support for employees and family members