Overview of the Role:

We’re hiring a Client Success Manager (CSM) to own and grow a portfolio of Health Plan and Pharmacy Benefit Manager (PBM) clients. From onboarding through renewal, you’ll serve as a strategic partner driving measurable business results, client satisfaction, and long-term success. This role blends relationship management, data fluency, and strategic problem-solving to deliver meaningful outcomes for clients and members alike. You’ll collaborate cross-functionally with Clinical Operations, Product, Growth Marketing, and Implementation teams to design initiatives, build value-based reporting, and surface insights that shape decision-making. We’re looking for an experienced CSM who thrives in complex, fast-paced environments—someone who combines strategic partnership with hands-on execution and is passionate about expanding access to addiction treatment and improving member outcomes.

This is a hybrid role with an in-office rhythm of 3 days/week in our NYC office.

In this role you will…

• Own a portfolio of Health Plan, Direct and PBM clients, managing relationships end-to-end to drive program performance, satisfaction, and revenue growth from onboarding through renewal.
• Lead renewals and expansions, building strategic account plans, business cases, and proposals in partnership with Growth and Leadership teams to ensure mutual value and long-term retention.
• Serve as a trusted advisor by developing deep fluency in Pelago’s programs, implementation processes, and value-based reporting — translating complex data into clear, actionable insights for clients.
• Collaborate cross-functionally with Clinical Operations, Product, Engineering, and Growth Marketing to deliver seamless client experiences and identify opportunities for program optimization.
• Drive member engagement through co-created promotional strategies and campaigns that increase awareness, participation, and measurable outcomes.
• Proactively manage escalations and client feedback, coordinating internal teams to resolve issues quickly and surface product or process improvements that enhance the client and member experience.
• Champion client advocacy by cultivating reference-able relationships, supporting case studies and testimonials, and maintaining accurate documentation of client health, risks, and key decisions in Salesforce.

The background we are looking for...

• 3+ years of experience in client success, account management, or partnerships within digital health, healthcare, wellness, benefits, or SaaS.
• Proven success managing enterprise clients and partnering directly with executive stakeholders to drive renewals, expansions, and measurable results.
• A skilled communicator and storyteller who can simplify complex ideas and inspire action across diverse audiences.
• Known for exceptional attention to detail, strong relationship-building, and a consultative approach that earns trust.
• Analytical and entrepreneurial mindset — you anticipate challenges, identify opportunities, and drive continuous improvement.
• Thrive in fast-paced, cross-functional environments, bringing agility, optimism, and influence to every partnership.
• Deeply passionate about Pelago’s mission to help people live addiction-free lives and reach their full potential.

What you'll love about us...

We have a whole host of perks for our people! From life essentials to nice-to-haves, there are more than a few good reasons to love working with us. We strive to ensure Pelago employees have equitable access to healthcare, wellbeing, time away, and then some.

• Full Medical, Dental, & Vision coverage
• Generous and meaningful equity package
• 401k Plan (Not applicable to providers - please remove)
• 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

At this time, we are unable to offer visa sponsorship for this position.