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Salary: USD 140,000 - 150,000 / annual
Pelago Health is a leading specialty substance use care provider that matches care intensity to individual member needs. The company has scaled to help hundreds of employers and health plans, serving over 750,000 members. Pelago recently launched Sona, a voice-first AI Mental Health Specialist, applying clinically-driven care models to mental health treatment.
The Sr. Client Success Manager will own a portfolio of strategic, enterprise clients, driving business results from point of sale through renewal. This role requires proactive client interaction and execution of Pelago program strategy integrated with clients' broader benefit offerings.
Key Responsibilities:
Deliver Client Value: Establish and maintain highly effective relationships with key stakeholders and C-level executives across enterprise clients. Develop fluent understanding of Pelago programs, implementation processes, growth marketing, and clinical operations. Provide consultative recommendations to increase member engagement and optimize client satisfaction. Manage client expectations and prepare metrics-based business reviews with actionable insights. Identify client challenges and risk areas, developing solutions proactively to avoid churn. Develop fluency in Pelago's AI-enabled care model and translate technical concepts into plain-language narratives for employer buyers. Convert successful clients into Pelago advocates for references and case studies. Ensure clients and members utilize key product features. Prepare and participate in special client events.
Increase Revenue: Manage end-to-end renewal processes for assigned client portfolio. Identify and secure expansion opportunities, including cross-sell into Pelago's broader solution portfolio. Partner with sales to drive alignment for renewals and expansions. Communicate internally potential risks threatening renewals.
Lead Cross-Functionally: Manage client issues and escalations by collaborating with Client Implementation, Clinical Operations, Product, and Sales teams. Work cross-functionally with Product, Marketing, Engineering, and Executive teams to share client and market feedback. Partner with Growth Marketing to develop member promotional strategies that increase engagement and program results.
Requirements:
- 7+ years of experience in Client Success or Account Management at a digital health, healthcare, wellness, benefits, or SaaS company
- Experience working on strategic, enterprise accounts with C-level/SVP-level executives
- Comfort operating in an AI-enabled product environment; ability to explain how AI features support (rather than replace) clinical care
- Excellent communication skills with an entrepreneurial mindset
- Exceptional attention to detail, relationship building, and problem-solving abilities
- Demonstrated, measurable success running client renewal and expansion efforts
- Strong presentation and storytelling skills
- Strong interpersonal, relationship-building, and consultative listening skills
- Flexibility and agility to work cross-functionally in a fast-paced environment
- Ability to influence change and bring enthusiasm to the workplace
- Passion for Pelago's mission to break down barriers to substance use care
