Customer Success Manager

43 minutes ago
Full-time
Mid Level
Customer and Technical Support
Lively,

Lively,

Lively is a modern HSA platform offering flexible benefit products for individuals, brokers, and employers. Simplifying healthcare savings with intuitive software, they help users save on costs today and plan for the future.

Banks
51-250
Founded 2016
$122M raised

Description

  • Serve as the primary contact for a portfolio of employer customers and manage all account needs.
  • Onboard and implement new employer customers from signup through account funding.
  • Educate customers on benefit enrollment, payroll, reporting, and configuration options.
  • Provide ongoing enrollment and contribution-processing support to client administrators.
  • Advocate for AI-powered tools and automation to improve benefit administration, reporting, and customer experience.
  • Grow existing customer revenue through cross-selling Lively products.
  • Build relationships with third-party vendors, benefits consultants, and brokers, and facilitate recurring meetings.
  • Respond to employer inquiries within 1–2 business days.
  • Collaborate cross-functionally to resolve customer issues and identify trends for product and operations teams.
  • Create Jira bug reports and facilitate bulk asset transfers from third-party HSA providers.

Requirements

  • 4+ years of experience in customer success, implementation, account management, or a similar role.
  • Experience providing exceptional support to B2B customers.
  • Experience managing high customer volume during Open Enrollment, approximately October through February.
  • Experience upselling and cross-selling to existing customers while meeting revenue goals.
  • Strong project management, organizational, interpersonal, verbal, and written communication skills.
  • Exceptional attention to detail and ability to adapt in a fast-paced, sometimes unstructured environment.
  • Proficiency with Microsoft Office and Salesforce.
  • Demonstrated experience using AI tools and automation platforms to improve customer experience and workflow efficiency.
  • Tech-savvy, AI-curious mindset with the ability to adopt and advocate for new technologies.
  • Central Time Zone availability preferred.

Benefits

  • Base salary of $70,000–$90,000 USD, depending on location and experience.
  • Remote-first work environment.
  • Stock options.
  • Medical, dental, vision, life, and disability coverage.
  • Employer-contributed HSA and FSA.
  • Paid parental leave and medical travel benefits.
  • 401(k) plan, flexible vacation policy, and lifestyle spending accounts.

Interested in this position?

Apply directly on the company website

Apply Now

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