Customer Success Manager - Join our Talent Community!
$100,000–$110,000 year
RemoteChicago, Illinois, United States
Job Summary
Own key outcomes for your book of business, including product adoption, Net Dollar Retention, and overall customer health. Lead the end-to-end renewal and expansion sales process by identifying, negotiating, and closing upsell opportunities. Partner with Product Solutions Consultants to conduct deep discovery, uncover pain points, map challenges to HealthJoy solutions, and define clear, actionable next steps. Act as the primary external point of contact for escalations, resolving complex issues with a calm, solution-oriented mindset. Serve as the main point of contact for strategies to optimize adoption across customer members and expand account value. Leverage AI and best-in-class software to dive deep into performance data and socialize the voice of customers internally. Maintain meticulous attention to detail regarding contracts, health scores, and stakeholder updates. Travel approximately 15-20% to meet with customers and brokers throughout the year.
Required Qualifications
- Benefits experience
- Minimum 4-5 years of customer-facing account leadership or related experience
- Strategic and results-oriented approach to partnering with customers at all levels of an organization (individual contributor through C-Suite)
- Demonstrated success managing customer retention and account growth within a book of business
- Proven ability to navigate a sales process, including overcoming objections, managing procurement/legal hurdles, and a hunter mindset for identifying expansion opportunities within a farmer role
- Exceptional executive presence and ability to present complex or detailed information in a digestible and actionable manner
- Willingness to travel approximately 15-20% to support client book of business
- Willingness to travel at a minimum quarterly to Chicago headquarters for internal team meetings
Desired Qualifications
- Experience working in benefits technology, health insurance or wellness technology
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