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Customer Success Manager

1 month ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
CRM
Apply Now
HealthJoy

HealthJoy

HealthJoy simplifies healthcare with a platform connecting employees to care, offering access to doctors, concierges, and insurance experts. Centralizing benefits, saving costs, and increasing satisfaction, HealthJoy's mobile app guides users to the ri...

Insurance
251-1K
Founded 2014
$108M raised
View All Jobs 4

Description

  • Own a designated book of business and drive outcomes for product adoption, utilization, Net Dollar Retention, and customer health.
  • Lead the full renewal and expansion sales process, including identifying, negotiating, and closing upsell opportunities.
  • Partner with Product Solutions Consultants and senior leaders to conduct discovery, uncover pain points, and advance deals.
  • Build consultative relationships with customer stakeholders from individual contributors to C-suite executives.
  • Serve as the primary external contact for escalations and resolve complex issues with urgency and poise.
  • Advise customers on adoption strategies and best practices to increase member engagement and account value.
  • Use AI tools and software to analyze book-of-business performance and share customer insights internally.
  • Maintain accurate oversight of customer contracts, health scores, and stakeholder communications.
  • Travel to meet with customers and brokers for business reviews and relationship-building.
  • Support cross-functional collaboration to improve customer outcomes and company growth.

Requirements

  • Benefits experience is required; background as an HR team member or benefit consultant is preferred.
  • 4-5 years of customer-facing account leadership or related experience in a trusted advisor role.
  • Experience managing customer retention and account growth within a book of business.
  • Experience negotiating contracts and commercial terms with limited oversight.
  • Proven ability to navigate a sales process, including overcoming objections and working through procurement/legal hurdles.
  • Strong strategic, results-oriented approach to working with stakeholders at all levels of an organization.
  • Highly collaborative and influential across teams and business partners.
  • Exceptional executive presence and ability to present complex information clearly and actionably.
  • Willingness to travel approximately 15-20% and to Chicago headquarters at least quarterly as needed.

Benefits

  • Base compensation range of $100,000 to $110,000 annually.
  • Additional cash incentives may be available, including commission, annual bonus targets, overtime pay, or other variable incentives.
  • Remote-first work environment.
  • Medical, dental, and vision insurance packages.
  • HSA contribution match.
  • Stock options for eligible roles.
  • 401(k) match.
  • Paid parental leave.
  • Company-sponsored short-term and long-term disability coverage.
  • Flexible PTO.

Interested in this position?

Apply directly on the company website

Apply Now

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