Senior Client Success Manager

About the role

You own a strategic portfolio inside digital health, guiding enterprise accounts from point of sale through renewal with clinical precision. This position requires a senior-level professional who acts as the primary client contact for strategic, enterprise accounts in substance use and mental health. You will ensure that client objectives are met while advancing Pelago's business goals through structured engagement and data-informed actions. The role is based in New York City and offers an annual compensation package of $140,000 in base salary with an On Target Earnings (OTE) potential of $180,000, subject to years of experience.

Key facts

What you'll do

You will orchestrate intake workflows so member journeys flow smoothly into tailored Pelago programs and timely interventions. You will build cross-functional playbooks that align implementation, clinical operations, and growth marketing for program consistency. Reviewing outcome metrics and member engagement data will be a regular practice to surface risks and opportunities before they affect retention. You will ship retention initiatives and renewal materials that keep enterprise clients engaged and reduce churn across portfolios.

Partnership with sales and growth teams will be essential to design cross-sell motions for new program offerings as they become available. You will translate AI-driven care models into clear narratives so benefits teams and buyers understand clinical and business impact. Championing reference and story development with model clients will be a core function, creating case studies, blogs, and advocacy assets. You will guide feature adoption across accounts by coaching stakeholders on key tools that maximize member success. Hosting and co-creating special events with clients will deepen relationships and reinforce program value in real time. Advising on product direction by channeling client and member feedback to product and executive stakeholders will complete your advisory responsibilities.

Requirements

You bring 7 or more years in client success or account management inside digital health, healthcare, or SaaS environments. You have a record of succeeding with strategic, enterprise accounts and communicating at C-level and SVP-level stakeholders. A solid understanding of implementation processes, clinical operations, and growth marketing approaches within value-based care is required. You can prepare and present metrics in clear formats that drive actionable insights during business reviews and ROI discussions. You know how to identify churn risks and design proactive solutions that protect long-term client relationships.

Nice to have

Experience with AI-enabled care tools and translating technical features into plain language for buyers.

Skills & tools

You will utilize Sona, Pelago programs, and related clinical engagement tools as part of your daily workflow. These platforms are central to managing client portfolios and delivering measurable outcomes.

Pelago believes that effective treatment means matching care intensity to what each member actually needs. Our programs guide members through every stage of the substance use spectrum, from unhealthy habits to active use disorders. We deliver personalized treatment for tobacco, alcohol, opioid, cannabis, and stimulant use based on individual health, habits, genetics, and goals. With Sona, our voice-first AI Mental Health Specialist, Pelago now applies that same clinically-driven model to mental health. We pair deep clinical expertise with technology to expand access without compromising care quality. Technology should make clinical care more precise and more human, not replace the judgment behind it.

Pelago has scaled to helping hundreds of employers and health plans and has already helped more than 750,000 members better manage their substance use. If you are passionate about AI and making an impact on the health of others, join us and make it happen. Our Client Strategy team is looking for a highly motivated Senior Client Success Manager to own a portfolio of strategic, enterprise clients. You will drive business results from point of sale through renewal, proactively interact with clients, and execute a Pelago program strategy integrated with their broader benefit offerings.