---
title: 'Senior Client Success Manager- Commercial at Pelago'
canonical: 'https://feeny.ai/job/senior-client-success-manager-commercial-pelago-new-york-6a89jrk8sf62'
type: 'job'
last_seen: '2026-09-15'
---

# Senior Client Success Manager- Commercial at Pelago

- **Company:** Pelago
- **Location:** New York, NY
- **Compensation:** $150k–$165k
- **Posted:** 2026-06-30
- **Last confirmed live:** 2026-09-15
- **Apply:** https://job-boards.greenhouse.io/pelago/jobs/5177416007

## Job description

Pelago is the leading specialty substance use care provider, built on the belief that effective treatment means matching care intensity to what each member actually needs rather than defaulting to the most expensive intervention. Our programs guide members through every stage of the substance use spectrum, from unhealthy habits to active use disorders, delivering 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, pairing deep clinical expertise with technology to expand access without compromising care quality. We believe 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're 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 (CSM) to own a portfolio of strategic, enterprise clients to drive business results from point of sale through renewal. The Sr CSM will proactively interact with clients and execute a Pelago program strategy integrated with their broader benefit offerings. We are looking for a very experienced CSM with demonstrated success in building and maintaining healthy client relationships to drive strong program adoption, client/member retention, expansion, and advocacy.

Responsibilities:

Deliver Client Value

- Establish and maintain highly effective relationships with key stakeholders, senior executives, and decision makers across enterprise clients
- Develop fluent understanding of Pelago programs, implementation processes, growth marketing approach and clinical operations
- Provide consultative recommendations to increase member engagement, enhance program results, and optimize overall client satisfaction
- Consistently manage client expectations
- Prepare and deliver metrics based on each client’s goals in a consumable format that delivers actionable insights (regular meetings, business reviews, ROI)
- Identify client challenges and risk areas, develop solutions, and execute proactively to avoid churn
- Develop fluency in Pelago's AI-enabled care model, including how AI-driven clinical tools and member engagement features work, and translate that into plain-language narratives for employer buyers and benefits teams.
- Convert “model” clients into Pelago advocates, leveraging their success for references, case studies, blogs, etc
- Ensure clients and their members are utilizing key product features to maximize success
- Prepare, execute and participate in special events held for or hosted by clients

Increase Revenue

- Manage the end-to-end renewal process for assigned client portfolio
- Identify and secure expansion opportunities with each client, including cross-sell into Pelago's broader solution portfolio as new program offerings become available
- Partner with sales to drive alignment for client renewals and expansions
- Communicate internally potential risks that would threaten renewals

Lead Cross-functionally

- Manage client issues/escalations by collaborating with internal teams such as Client Implementation, Clinical Operations, Product, and Sales, as needed
- Work cross-functionality with teams such as Product, Marketing, Engineering and Executive teams to ensure client/market feedback is shared for ongoing improvements
- Partner with Growth Marketing to develop member promotional strategies and toolkits that will increase member engagement, enhance program results, and optimize overall client satisfaction

The background we’re looking for:

- 7+ years of experience working in Client Success or Account Management at a digital health, healthcare, wellness, benefits or SaaS company
- Experience working on strategic, enterprise accounts and working closely with C-level / SVP-level executives
- Comfort operating in an AI-enabled product environment; able to explain how AI features support (rather than replace) clinical care in conversations with employer stakeholders
- An excellent communicator with an entrepreneurial mindset
- Exceptional attention to detail, relationship building and problem-solving skills
- Demonstrated, measurable success running client renewal and expansion efforts
- Strong presentation and storytelling skills, which will be evaluated during the recruiting process
- Strong interpersonal, relationship-building and listening skills, with a natural, effective consultative style
- The flexibility and agility to work cross-functionally in a fast-paced environment
- The ability to influence change and bring enthusiasm and excitement to the workplace
- A passion for the Pelago mission’s to break down barriers to substance use care that works, giving everyone access to substance use support.

The provided range reflects our US target salary range for this full-time position, which is part of our broader total compensation package, including incentive bonus program, stock options, comprehensive benefits, and incentive pay applicable to eligible roles. Individual pay within the range will vary based on a variety of factors like role-related experience and education, internal pay equity, and other relevant business factors. At Pelago, we are committed to an equitable and fair pay philosophy and review total compensation for our employees at least twice a year.

Base Pay Range $150,000—$165,000 USD

## About Pelago

## Company Overview
- **One-liner**: Pelago is a virtual clinic providing evidence-based, personalized substance use care for alcohol, tobacco, opioid, cannabis, and stimulant use through digital tools, live counseling, and medication-assisted treatment.
- **Entity Type**: Private (funded startup, $167M total funding in 8 rounds)
- **Headquarters**: New York, New York, USA (245 5th Ave, 18th Floor, NY 10016) with a secondary office in London, UK
- **Founded**: 2017
- **Founders**: Yusuf Sherwani, MD (CEO & Co-founder); co-founded by three physicians (names of the other two not publicly named)

## Core Business
- **Primary industry**: Digital healthcare / substance use disorder treatment (telemedicine)
- **Target customers**: B2B – employers (employer-sponsored benefits) and health plans
- **Mission/purpose**: “A world where everyone has access to substance use support – no matter what.” Breaking down barriers to care through a stigma-free, virtual-first model.

## Products & Services
- **Pelago Platform**: A digital-first substance use care program combining:
  - **Digital tools**: Cognitive Behavioral Therapy (CBT), habit tracking, educational content, round-the-clock virtual support
  - **Live clinical support**: Unlimited access to physicians, nurses, coaches, and counselors (same-day access nationwide)
  - **Medication-Assisted Treatment (MAT)**: Via PelagoRX – confidential prescriptions with pharmacy integration
  - **Remote monitoring**: At-home breathalyzers, urinary test kits for program outcomes and motivation
  - **Centers of Excellence**: Access to high-quality, clinically vetted inpatient facilities (e.g., RCA, Banyan) with care coordination
  - **Complex condition management**: Support for co-occurring mental illness and chronic conditions (e.g., diabetes, heart disease)
- **Programs for specific substances**: Alcohol, tobacco/nicotine, opioids, cannabis, and stimulants

## Market Standing
- **Valuation**: Not disclosed (private company)
- **Key Metric**: Total funding of $167.0M (8 rounds); estimated annual revenue of $10.0M (per LinkedIn, may be approximated)
- **Notable Investors/Partners**: Not explicitly named in search results, but trust from “hundreds of organizations” including employers and health plans
- **Growth Signals**:
  - 120 employees (+9.5% YoY, +15 people)
  - Published 15 peer-reviewed studies showing impact on engagement, clinical improvement, and medical savings
  - Reports $6.7k per participant medical cost savings in the first year; $11,829 annual savings per member (Aon analysis)
  - Clinical outcomes: 62% reduction in alcohol use within 30 days; 67% opioid-free for 3+ months; 44% tobacco-free at 12 months

## Competitive Advantages
- **Evidence-based differentiation**: Only substance use care solution with published, peer-reviewed evidence for both clinical impact and medical cost savings
- **Stigma-free, digital-first approach**: Low barrier to entry, private, confidential care that meets people where they are
- **Physician-led multidisciplinary team**: Founded and led by addiction specialists (MDs, PhDs) with deep clinical expertise
- **Comprehensive spectrum of care**: From digital tools to MAT to inpatient coordination, covering early intervention through complex management

## Strategic Focus
- Expand partnerships with employers and health plans across the US
- Deepen clinical research and outcomes measurement to showcase ROI
- Scale access to specialty substance use care nationally, with same-day availability
- Continue integrating technology (e.g., AI) to enhance personalization and monitoring (evidenced by AI Agent Engineer and Director, Clinical AI roles)

## Why Work Here
- **Culture**: Emphasizes teamwork, flexibility, and impact – “Change lives, shape your future”
- **Work arrangements**: Flexible hours and remote days; not fully remote but open to hybrid (NYC and London offices)
- **Benefits**: Competitive medical, dental, and vision insurance; generous paid time off; self-development budget for learning and growth
- **Engineering focus**: Active hiring for Product Engineer, Engineering Manager, AI Agent Engineer – building tech-enabled care at scale
- **Location**: Offices in New York (18th floor with city views) and London (Princelet Street, E1)

## Sources
1. [Pelago Health - Official Site](https://www.pelagohealth.com/)
2. [Pelago Careers Page (Greenhouse)](https://job-boards.greenhouse.io/pelago)
3. [Pelago About / Mission Page](https://www.pelagohealth.com/company/our-mission/)
4. [Pelago LinkedIn Profile](https://www.linkedin.com/company/pelago-health)

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