Customer Success Manager, Color
$92-125k
Data-driven platform for population healthcare
Open for applications
Data-driven platform for population healthcare
501-1000 employees
Open for applications
$92-125k
501-1000 employees
Company mission
To provide a data-driven approach to helping everybody lead their healthiest lives possible.
Role
Who you are
- We are seeking a Customer Success Manager who has experience in the healthcare and benefits space who is passionate about working with benefits and union leaders on improving the health and cancer outcomes of their employee and union populations by delivering exceptional client experiences
- Minimum 3 years of experience as a client success/customer success manager, ideally at a benefits tech company
- Demonstrated success at a high-growth or start up organization with deep understanding and execution against the associated challenges (scaling,1:many client management, operating in ambiguity, and fast paced environment)
- Experience serving and scaling support to mid-market clients, with specific experience serving HR/Total Rewards leaders, executives, and benefits consultants in volume
- Experience identifying growth opportunities and securing upsells across your book of business
- Excellent messaging, positioning and presentation of information to varying levels of internal and external audiences
- Demonstrates a strong bias for action, equally effective in day-to-day execution and in driving proactive, strategic approaches and programs
- Excellent organizational skills, with proven ability to multi-task competing priorities
- Excellent negotiation, internal and external collaboration, and listening skillsAnalytical skills to interpret data and drive actionable insights
What the job involves
- As a Customer Success Manager, you'll be our customers' most important contact at Color - guiding them through onboarding, engagement, strategy, and expansion for our cancer program
- Your efforts will directly impact the health outcomes of the populations we serve and the success of Color
- Lead a portfolio of employee and union clients and be the face of Color for all client-related needs
- Lead/collaborate on the onboarding process for new clients, ensuring a smooth and successful launch of the cancer program and lifecycle plan
- Develop customized service and strategy plans tailored to each client’s goals and organizational needs that meets their expectations for success of Color’s cancer program
- Collaborate with client and our member engagement team to drive successful enrollment and engagement of a client’s population with Color’s product and services
- Own and maintain a high client retention and renewal rate
- Create successful, upsells, and expansion opportunities for assigned clients
- Build and maintain strong, long-term, and multi-threaded relationships with key stakeholders at client organizations
- Convert clients into Color advocates, leveraging their successes for references, referrals, case studies, marketing collaborations, and testimonials
- Enable and support strong trust-based relationships with client’s benefits consultants and partner vendors serving them
- Act as a trusted advisor, providing guidance on best practices and strategic use of Color’s solutions
- Manage client issues and escalations, collaborating with partner teams such as member support, legal, finance, operations, product, and sales
- Monitor client engagement and performance metrics to ensure they are achieving desired program outcomes and meeting client expectations
- Conduct regular check-ins and business reviews to evaluate progress and address any challenges
- Provide strategic analysis of member engagement performance and program metrics, and outcomes, partnering with key internal teams to formulate insights and recommendations
- Standardize operations for serving clients at scale
- Serve as the client’s advocate, addressing concerns, resolving issues, and coordinating with internal teams to provide solutions
- Proactively identify opportunities for improvement and optimization, working with the right teams internally to support and solve
- Partner with sales, product, and marketing teams to align on client needs and feedback
- Contribute to the development of tools, resources, and programs that enhance the client experience
- Serve as the voice of the client internally within the company to share feedback and opportunities for improvement on Color’s product and services with relevant team members
Our take
The genetic testing market is hugely promising, with an annual growth rate of over 10%, it’s expected to grow to a $21 billion industry by 2027. Color’s main offering is genetic testing, an increasingly popular preventative healthcare strategy which informs patients about inherited health risks, and puts them in contact with counselors to work on a response plan.
There are plenty of prominent actors in the marketplace, with 23andMe the most well known. However, Color stands out from its competitors by not working in the direct-to-consumer market, but by partnering up with employers, unions and governments to provide population-wide insights. The company’s client list is impressive, including the National Institutes of Health and the State of California, as well as Salesforce, Levis and Visa.
Thanks to a near $170 million series D funding round at the beginning of 2021, the company’s value hit “unicorn” status as it surpassed $1.5 billion. The company’s future growth will be interesting to watch, with the company announcing a new behavioural healthcare solution in October 2022 alongside the acquisition of mental health platform Mood Lifters. In 2024, Color began working with OpenAI on early detection tools for cancer. These developments are in line with Color's aim to build a wider infrastructure for a tech-based public health approach and indicate a push for a future IPO.
Steph
Company Specialist at Welcome to the Jungle
Insights
-36% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Nov 2021
$100m
SERIES E
Jan 2021
$167m
SERIES D
Total funding: $482m
Company benefits
- 💰 Competitive salary
- ✨ Comprehensive medical, dental, vision, life, and disability benefits
- 📈 401k match
- 📝 Monthly phone and wifi stipend for employees
- 🏝 Generous vacation policy, paid holidays and company-wide recharge days
- 🍼 Equal paid parental leave for birthing and non-birthing parents
- 🧬 Four complimentary clinical-grade genetic testing kits for you and your family
Company HQ
Ingold - Milldale, Burlingame, CA
Leadership
Othman Laraki
(CEO & Co-Founder)After an MBA at MIT, they worked at Google as a Product Manager for almost 4 years, prior to co-founding Mixer Labs and working at Twitter and Pinterest. They left this Board role at ESI Group in 2012 to co-found Color in March 2013.
Elad Gil
(Board Member & Co-Founder)They hold a Ph.D. from MIT and has degrees in mathematics and biology from UCSD. Former Product Manager for Google Mobile Maps and was VP at Twitter before co-founding Color.
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