Customer Success Manager

Position Overview

• Location Type: Remote - Chicago, IL strongly preferred
• Job Type: Full-time
• Salary: Not specified

HealthJoy is seeking a passionate and high-energy Customer Success Manager to join their dynamic team. The company's mission is to simplify healthcare benefits, guiding employees to affordable, high-quality care through a unified digital experience. With significant funding and a growing global presence, HealthJoy is looking for individuals who are driven by impact and want to contribute to the company's high growth.

Your Impact

The Customer Success Team is instrumental in delivering industry-leading outcomes, focusing on customer retention and growth. As a Customer Success Manager, you will manage a portfolio of HealthJoy's mid-market customers, driving product adoption, utilization, net dollar retention, upsell opportunities, and overall customer health. This role offers a chance to leverage benefits industry knowledge within a SaaS environment and contribute to the company's revenue goals.

Responsibilities

• Independently own key customer outcomes: product adoption and utilization, net dollar retention, upsell, and customer health for assigned clients.
• Build strong, consultative relationships with customers and partners.
• Advise customers on strategies to optimize member adoption, utilizing product knowledge, benefits industry expertise, and best practices.
• Uncover upsell and account expansion opportunities through ongoing customer discovery.
• Partner with Product Solution Consultants to position marketplace solutions and expand account value.
• Lead the expansion sales and renewal processes for your book of business.
• Position HealthJoy's value proposition and ROI in customer business reviews.
• Utilize CRM and business intelligence tools (e.g., Gong, Looker, Gainsight, Highspot) to analyze performance, provide thought leadership, and socialize customer feedback internally.
• Provide regular product education to customers on new features and functionality.
• Proactively manage customer relationships, staying aware of key stakeholder changes and potential risks to customer health.
• Work cross-functionally, collaborating with internal teams as needed.
• Act as the voice of the customer, advocating for their needs and providing feedback to internal stakeholders.

Requirements

• Benefits experience strongly preferred.
• Experience working directly as a benefit consultant is a great background.
• 4-7 years of customer-facing account leadership or related experience.
• Demonstrated high degree of skill in serving as a trusted advisor.