Senior Customer Success Manager

Pomelo Care is the leading virtual medical practice for women and children, providing care across pregnancy, postpartum, pediatrics, menopause, and perimenopause. We combine proactive, 24/7 clinical care with technology that helps us reach patients earlier, identify risks sooner, and deliver personalized care throughout their journey. Our team includes clinicians, technologists, operators, and problem-solvers working together to make high-quality care more accessible for families nationwide.

About The Role:

Your north star: Cultivate indispensable partnerships with our employer and health plan clients, driving growth and expanding our reach to deliver care to families.

This role reports to the Customer Success Director and is open to any candidates located in the continental US.

What you'll do:

• Serve as the primary point of contact and trusted advisor for Pomelo’s customers, developing strong relationships and a deep understanding of their business and member needs

• Proactively engage a complex set of customers to ensure seamless implementations and deliver an ongoing, exceptional customer experience

• Advocate for strategic customer needs and feedback internally, and work cross-functionally to achieve key outcomes and results for customers and Pomelo

• Develop and deliver regular business reviews with customers to identify areas for improvement, demonstrate Pomelo’s impact on both patients and employers, and drive customer retention

• Identify and mitigate risks, escalating critical customer issues to appropriate stakeholders and driving prompt resolution

• Collaborate closely with Pomelo growth, marketing, and operations teams on strategic customer opportunities, including presentations, enrollment campaigns, or other initiatives critical to Pomelo’s customer success

• Proactively identify broader trends and gaps across your customers, and drive solutions across relevant internal and external stakeholders

Who you are:

• 3-7 years of experience in consulting, customer success, or project management, with preferably 2+ years of health tech or healthcare experience

• Strong project management and creative problem solving experience, with a proactive, solution-oriented, and customer-focused mindset

• Proven experience leading multiple projects and competing priorities across a range of external stakeholders and cross-functional internal teams

• Exceptional written and verbal communication skills

• Self-motivated and eager to thrive in a fast-paced metric-driven environment, with a track record of meeting or exceeding customer satisfaction, retention, and expansion goals

• Willingness and interest in using data and research to learn new content areas

Bonus points if you have any of the following:

• Skilled at building strong, cross-functional relationships and is seen as a trusted partner. Can communicate complex concepts clearly and concisely to all audiences, ensuring the guidance is understood and implemented

• Experience implementing solutions for employers or managing employer relationships

• Experience in a virtual care setting

Why you should join our team

By joining Pomelo, you will get in on the ground floor of a fast-moving, well-funded, and mission-driven startup that always puts the patient first. You will learn, grow and be challenged, and have fun with your team while doing it.

We strive to create an environment where employees from all backgrounds are respected. We value working across disciplines, moving fast, data-driven decision making, learning, and always putting the patient first.

Benefits and Perks:

• Comprehensive Health, Dental, and Vision coverage for employees and their families

• High deductible Health Plans with Health Savings Account (HSA) options

• Flexible Spending Account (FSA)

• Equity grant participation

• 401(k) program

• Competitive vacation policy

• 16 weeks paid parental leave

• Fully remote work flexibility (within the US)

Compensation:

The expected base salary range offered for this role is $125,000-$145,000. This role is also eligible for an annual performance bonus and equity, giving you an ownership stake in Pomelo’s mission. Actual compensation may vary based on relevant experience, skills, competencies, and certifications.

At Pomelo, we are committed to hiring the best team to improve outcomes for all mothers and babies, regardless of their background. We need diverse perspectives to reflect the diversity of problems we face and the population we serve. We look to hire people from a variety of backgrounds, including but not limited to race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status.

We are committed to hiring the best team to improve outcomes for all mothers and babies. To solve the complex challenges facing the diverse population we serve, we need diverse perspectives, actively welcoming people of all races, ages, sexual orientations, gender identities and expressions, national origins, religions, disabilities, and veteran statuses. We strive to cultivate an inclusive and respectful environment where team members thrive by working across disciplines, moving fast, making data driven decisions, learning continuously, and always putting the patient first.