Senior Customer Success Manager, Enterprise

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Customer Success Manager, Enterprise based in the United States. The Senior Customer Success Manager will own a portfolio of approximately 20–30 enterprise employer relationships and drive retention, renewals, and measurable customer value. This role combines executive-level relationship management with hands-on account operations and data-driven problem solving. You will help benefits leaders, consultants, and internal stakeholders connect member access, engagement, outcomes, and financial performance to clear business decisions. The role requires strong cross-functional leadership, with frequent collaboration across sales, marketing, implementation, product, clinical, analytics, finance, and operations. You will proactively identify renewal risks, diagnose blockers, and develop account strategies that strengthen customer confidence and long-term partnerships. Success requires comfort working with complex healthcare and customer-value data while navigating ambiguity in a fast-moving, remote-first environment. This is an opportunity to play a critical role in expanding access to innovative digital healthcare while delivering measurable outcomes for enterprise customers. Own a portfolio of approximately 20–30 enterprise accounts, developing proactive account, retention, and renewal strategies tailored to each customer’s priorities. Identify renewal risks and blockers early, create mitigation plans, and focus high-touch engagement where it can materially influence customer outcomes. Lead retention strategy, renewal coordination, pricing and contracting processes, executive relationships, and account recovery efforts across consequential enterprise customers. Build and maintain multithreaded relationships with benefits leaders, consultants, finance teams, clinical stakeholders, procurement, and operational decision-makers. Adapt customer value narratives to different audiences, connecting member access, enrollment, engagement, outcomes, and financial value to stakeholder priorities. Analyze eligibility, enrollment, activation, engagement, outcomes, claims, billing, and ROI data to diagnose account performance and identify opportunities for improvement. Understand how data-file specifications, data flows, and operational issues can affect customer confidence, member access, and program performance. Secure customer access and communication permissions required to reach eligible members and improve enrollment, activation, and sustained engagement. Identify cross-functional issues and coordinate with Sales, Growth Marketing, Implementation, Product, Clinical, Analytics, Finance, and Operations teams to resolve customer challenges. Maintain clear customer plans and communication throughout complex issues, ensuring stakeholders remain informed and aligned through resolution. Strengthen executive and consultant relationships by demonstrating measurable value and providing credible, data-backed recommendations. Establish proactive renewal and retention practices that surface risks earlier, expand member access, and increase confidence in the value delivered. Requirements Significant experience personally managing complex enterprise customer or client relationships following implementation, including responsibility for renewals, retention, and account recovery. Demonstrated ability to use quantitative customer-value data to make decisions, diagnose performance, and influence senior stakeholders. Strong executive communication skills and sound judgment when balancing competing customer, consultant, and internal priorities. Proven ability to identify cross-functional breakdowns, bring together the appropriate teams, and drive solutions through execution. Experience managing multiple high-value accounts simultaneously in a remote, fast-paced, and evolving environment. Ability to operate effectively when pro