Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main contact for a portfolio of clients regarding all account-related inquiries.

• Promote and assist clients in utilizing modern tools, such as AI-driven solutions, to enhance their benefit administration processes and reporting.

• Elevate value and generate revenue from current Lively employers by cross-selling additional Lively products.

• Guide and implement new employer clients from the sign-up stage through the funding of accounts.

• Establish and sustain relationships with clients’ third-party vendors, benefits consultants, and brokers.

• Organize regular meetings with clients and brokers as needed.

• Inform clients about Lively's configuration options for benefit enrollment, payroll, and reporting.

• Offer ongoing enrollment and contribution processing support to client administrators.

• Address employer inquiries within 1–2 business days.

• Collaborate across functions to meet customer needs and identify trends for Lively's product and operations teams.

• Create bug reports in Jira for reproducible product issues.

• Manage bulk asset transfers from third-party HSA providers to Lively.

⛳️ Requirements

• Over 4 years of experience in customer success, implementation, account management, or a related field.

• Proven track record of delivering outstanding customer support to B2B clients.

• Capable of managing a high volume of customers during the busy Open Enrollment season, which typically spans from October to the end of February each year.

• Experience in upselling and cross-selling products to existing clients while achieving revenue targets.

• Strong project management, organizational, and interpersonal abilities.

• Excellent verbal and written communication skills.

• Remarkable attention to detail.

• Adaptable and flexible in a fast-paced, occasionally unstructured setting.

• Proficient in Microsoft Office and Salesforce.

• Proven experience in using AI tools and automation platforms to enhance customer experience, streamline workflows, and boost efficiency.

• Tech-savvy with an inquisitive mindset regarding AI, capable of adopting and promoting new technologies and systems.

• Preference for candidates in the Central Time Zone.

🏝️ Benefits

• Competitive salaries

• Stock options

• Medical coverage

• Dental coverage

• Vision coverage

• Life coverage

• Disability coverage

• HSA with employer contribution

• FSA

• Paid parental leave

• Medical travel benefits

• 401k plan

• Flexible vacation policy

• Lifestyle spending accounts