Req #201245

Sr. Customer Success Manager, Health Plans

Remote/Virtual
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Castlight Health is on a mission to make it as easy as humanly possible for individuals to navigate the healthcare system and live happier, healthier, more productive lives.

Castlight has entered a new growth phase, where we have expanded into the health plan market. We’re looking for an experienced customer success manager to develop and deepen the relationship with key stakeholders within our health plan clients and their largest employers. Ideally, the candidate will have a background in large customer relationship management with both self-insured employers, and large health plans. They will also have deep experience with healthcare and employer benefit offerings. Castlight is at an exciting stage of its growth journey and this candidate will play a key role in helping our health plan clients achieve success. The CSM owns a portfolio of clients, and acts as the quarterback for the client throughout their relationship with us. The focus is on relationship building, understanding client needs and managing the contractual fulfillment of assigned accounts.

This role requires flexibility and the ability to adapt to the evolving needs of the organization. There will be opportunities for career growth based on performance and interest, including management opportunities.

Responsibilities:

  • Develop Success Plans in cooperation with the health plan and employer group and coordinate the activities necessary to deliver on the plan.
  • Own all aspects of customer relationship and coordinate with the sales team on up-sells
  • Must be well versed in issue management, including appropriate escalation internally and expectation management with the client.
  • Organize and lead effective customer interactions, from weekly meetings to day-long workshops
  • Execute on the internal administrative tasks necessary to keep our team informed and manage the businessApproximately 25% travel is required.
  • Key skills our CSM’s have or will develop include deep product knowledge, ability to lead strategic conversations with clients, negotiation skills, internal cooperation and teamwork.

Qualifications: 

  • 5+ years of experience working for or with a health plan servicing National (Fortune 500) accounts for both services and support
  • At least 2+ years within healthcare/benefits industry
  • Strategic thinker who is capable of blending technology and business strategy to develop customer account success plans
  • Outstanding project management skills
  • Excellent listening, communication and presentation skills; influence effectively at all levels of the organization, including C-level
  • Comfortable giving product demonstrations
  • Possess strong leadership skills including: strong sense of ownership, confidence with humility
  • Ability to engage interpersonally with all levels of an organization
  • Process-driven and analytical thinker
  • High level of comfort with fast-paced environments; self-starter, ready to roll up your sleeves
  • Education BA/BS required
  • Willingness to travel up to 25% of the time to clients, Castlight headquarters (SF) and appropriate industry events 

Our Values

One team. On a mission. Making things happen.

Diversity and Inclusion

The Castlight culture values and celebrates different backgrounds, perspectives, and points of view. We believe our diversity helps drive creativity and innovation. We strive to make everyone feel included, valued, and engaged; enable them to do their best work; and build their careers here at Castlight. That is why diversity and inclusion are more than just words to us. Rather, they are a commitment to a culture where employees feel respected and empowered to share their ideas and deliver the best results.

Learn more about our continuing commitment to diversity and inclusion.

Castlight Health provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Castlight Health will provide reasonable accommodations for qualified individuals with disabilities.


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Castlight Health provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Castlight Health will provide reasonable accommodations for qualified individuals with disabilities.

Castlight Health does not accept unsolicited assistance from recruitment search firms for employment opportunities. All resumes submitted by search firms to any employee at Castlight Health via email, the Internet or in any form and/or method without a signed search agreement on Castlight’s form in place ahead of time will be deemed the sole property of Castlight Health. In such cases, no fee will be paid or payable in the event the candidate is hired by Castlight as a result of the submission.