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Senior Customer Success Manager

5 hours, 2 minutes ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Looker
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 6

Description

  • Own key customer outcomes for a mid-market portfolio of approximately 40 accounts, including product adoption, utilization, net dollar retention, and customer health.
  • Build and maintain consultative relationships with customers and stakeholders from champion to buyer.
  • Advise customers on adoption strategies using HealthJoy’s product knowledge, benefits expertise, and best practices.
  • Uncover upsell and account expansion opportunities through ongoing discovery and partner with the Product Solution Consultant team to position marketplace solutions.
  • Lead the expansion sales and renewal process for accounts in your book of business.
  • Use CRM and business intelligence tools such as Gong, Looker, and Gainsight to analyze account performance and surface customer insights to internal stakeholders.
  • Provide product education to customers as new features and functionality are released to support ongoing awareness and adoption.
  • Monitor customer updates, stakeholder changes, and risk signals to proactively protect customer health.
  • Collaborate cross-functionally and act as the voice of the customer, sharing feedback with internal teams and supporting issue resolution.
  • Contribute to process improvements, customer success strategy, internal training, templates, and tools that help the broader team perform more effectively.
  • Serve as a peer leader and mentor to more junior team members within customer success and employee benefits.

Requirements

  • Benefits experience is required.
  • Experience working directly as an HR team member and/or as a benefit consultant is strongly preferred.
  • 7+ years of customer-facing account leadership or related experience in a trusted-advisor role.
  • Demonstrated success managing customer retention and account growth within a book of business, or related experience negotiating commercial contracts independently.
  • Strategic, results-oriented approach to partnering with customers at all levels, from individual contributor to C-suite.
  • Highly collaborative and influential with teammates and business partners across the organization.
  • Exceptional executive presence and ability to present complex information in a clear, actionable way.
  • Willingness to travel approximately 10-15% for customer visits, with total travel estimated at 15-20%, including at least quarterly trips to Chicago headquarters.
  • Experience with best-in-class CRM software and business intelligence tools such as Gong, Looker, and Gainsight is beneficial.

Benefits

  • Base salary range of $115,000 to $130,000.
  • Commission opportunity.
  • 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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