Senior Customer Success Manager

About HealthJoy

Come for the mission. Stay for the experience. Let’s keep things simple: we’re a talented, hard-working and compassionate team driving towards a mission that impacts every single one of us - even you! Healthcare benefits are complex, underutilized and a mystery for most people. That’s why it’s our vision to remove the complexity from being healthy and well. HealthJoy guides employees to affordable, high-quality healthcare by consolidating our clients’ health and wellness strategies into a simple, unified digital experience. This leads to healthier employees and a healthier bottom line. With over $100M in fundraising to date, HealthJoy has garnered workplace awards for Inc.'s Fastest Growing Startups and Built In Chicago’s Best Places to Work while growing globally to over 400 team members. We’re continuing down the path of high growth and high impact, and this role is a key member of the Customer Success team making that happen.

Your Impact

HealthJoy’s Customer Success Team is leading the charge at HealthJoy to deliver industry-leading outcomes to our customers, with the ultimate goal of driving customer retention and growth. As a Senior Customer Success Manager, you’ll be joining a team of peer leaders and subject-matter experts within the broader Customer Success organization, who provide impact both within a book of designated accounts and at scale. You’ll lead a designated book of business composed of mid-market accounts (approximately 40 logos total). In addition, you’ll play a key role working closely alongside the Customer Success leadership team, other Sr. CSMs, and cross-functionally to help serve as a senior post-sale escalation point, contribute to process and customer success strategy improvements, mentor junior team members, and participate in other activities drawing upon your domain knowledge and expertise. This is a unique opportunity for a seasoned benefits industry professional passionate about delivering customer value, and excited to pivot to a dynamic, fast-paced team, to learn new skills in SaaS while making broad contributions toward HealthJoy’s overall revenue goals.

Role Responsibilities

Confidently and independently lead a mid-market book of business. Confidently and independently own key customer outcomes (product adoption and utilization, net dollar retention, and customer health) for clients within your book of business. Build strong, consultative relationships with your customers and partners (champion to buyer). Advise your customers on strategies to optimize adoption across their members, drawing upon your extensive knowledge of HealthJoy’s product and services, benefit industry domain knowledge, and best practices. By conducting effective ongoing discovery about your customers and their wants and needs, uncover potential upsell and/or other account expansion opportunities, and partner effectively with HealthJoy’s Product Solution Consultant team to effectively position marketplace solutions and ultimately expand account value. Lead the expansion sales and renewal process for customers within your book of business. Use your deep understanding of HealthJoy’s value proposition and ROI to position HealthJoy’s value in customer business reviews. Use best-in-class CRM software and business intelligence tools (Gong, Looker, Gainsight, and others) to proactively dive deep into the performance across your book of business, enabling you not only to provide better thought leadership to your book of business, but also socialize the voice of your customers across internal HealthJoy stakeholders. Regularly provide product education to your customers, as new features and functionality are released to ensure ongoing awareness and adoption. Customer relationship management is critical in this role as you are keenly aware of pertinent customer updates with regards to key stakeholders, company level changes, and raising a

Location

*Remote - Chicago, IL strongly preferred