Customer Success Manager

This is a fully remote position, open to applicants in Alabama, +20 more states.

📋 Description

• Act as the main point of contact and reliable advisor for clients within your portfolio.

• Establish and nurture relationships with HR executives, benefits leaders, and senior stakeholders.

• Manage the post-sale lifecycle, providing customized experiences that align with client objectives.

• Oversee seamless onboarding and implementation processes for new clients.

• Collaborate with cross-functional teams to ensure technical and operational readiness for launch.

• Set success metrics and agree on quantifiable outcomes.

• Create and implement success strategies that correspond with customer goals.

• Track usage, engagement, and risk indicators, taking proactive measures as necessary.

• Conduct business reviews, generate data reports, and facilitate strategic planning meetings.

• Drive renewal strategies and discussions regarding expansion.

• Collaborate with Sales, Clinical, Product, and Operations teams to ensure cohesive customer experiences.

• Represent the customer's perspective to influence internal decisions and enhance service offerings.

• Participate in process enhancements, development of playbooks, and documentation efforts.

• Monitor retention, engagement, utilization, and satisfaction metrics.

• Keep thorough documentation of customer progress, objectives, and risks.

⛳️ Requirements

• Minimum of 3 years of experience in customer success, account management, or consulting.

• Proven ability to manage relationships with senior stakeholders.

• Knowledge of healthcare, benefits, or HR technology is advantageous.

• Strong analytical abilities and a track record of achieving outcomes through data-driven approaches.

• Highly organized, adaptable, and focused on results.

• Exceptional interpersonal, written, and verbal communication skills.

• Executive presence with confidence in delivering presentations to leadership teams.

• Collaborative attitude with a proactive approach to action.

• Strategic mindset with a commitment to enhancing mental health accessibility.

• Customer-centric approach characterized by empathy and inquisitiveness.

• Thrives in a dynamic, fast-paced startup environment.

• Applicants must possess authorization to work in the U.S. without company sponsorship, now or in the future.

🏝️ Benefits

• Competitive salary alongside stock options.

• Comprehensive medical and dental coverage for you and your family, plus optional insurance plans.

• Complimentary and generous Tava mental health benefit.

• Monthly HSA contributions for eligible enrolled employees.

• Generous paid time off (PTO) and paid holidays.

• Paid parental leave.

• 401(k) retirement savings plan.

• Weekly company-sponsored lunches via DoorDash and a personal DashPass subscription.

• Opportunity to make a significant impact at a rapidly growing, mission-driven organization.