Customer Success Manager

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

📋 Description

• Take ownership of a portfolio of mid-market client accounts, ensuring retention, growth, and satisfaction.

• Create, sustain, and implement Growth & Retention Plans tailored for each account.

• Guide clients through WellRight’s structured success journey, utilizing tools, frameworks, and best practices.

• Recognize marketplace and industry trends, offering proactive strategic recommendations.

• Conduct monthly assessments of client health using established success metrics and indicators.

• Transform client health insights into strategies that enhance engagement, outcomes, and overall performance.

• Ensure that products and services meet contractual commitments while maintaining client satisfaction.

• Offer consultative support through business reviews and strategic planning discussions.

• Possess extensive knowledge of platform functionality and features.

• Configure platform settings and assist in program setup.

• Provide system training and education for administrators, end users, and stakeholders.

• Demonstrate platform features to highlight value and encourage adoption.

• Identify and implement upsell, expansion, and renewal opportunities.

• Manage renewal strategies and assist with contracting processes within the CRM.

• Cultivate relationships with client stakeholders, brokers, and consultants.

• Relay client feedback and product opportunities to internal teams.

• Serve as the client's representative internally and act as a subject matter expert in sales meetings.

• Maintain precise account data, track activities, and document planning in CRM systems.

• Share insights, best practices, and suggestions for process improvements.

• Support cross-functional initiatives aimed at enhancing client experience and operational efficiency.

⛳️ Requirements

• A minimum of 3 years of experience in account or project management.

• Preferred experience in SaaS and health and wellness sectors.

• An undergraduate degree is required.

• Strong strategic thinking skills with the ability to convert data and insights into actionable client strategies.

• Proven track record of managing, retaining, and expanding a portfolio of client accounts.

• Experience using CRM systems, such as HubSpot or Salesforce.

• Proficient in Excel, including the use of pivot tables, sorting, and filtering.

• Strong product aptitude with the capability to learn, demonstrate, and configure software solutions.

• Excellent communication skills for interacting with day-to-day contacts and executive stakeholders.

• Highly organized, capable of managing multiple priorities and deadlines.

• A collaborative, proactive, and solutions-oriented approach.

• Willingness to travel periodically, approximately 10–15% of the time.

🏝️ Benefits

• Unlimited PTO plus 11 Company Paid Holidays.

• Volunteer Time Off with a minimum of 3 hours per quarter.

• Flexible work schedule.

• Affordable health, dental, and vision options.

• Company-paid long-term and short-term disability insurance.

• Supplemental life insurance.

• Transit benefits.

• Legal services.

• Identity protection.

• Pre-tax savings accounts.

• 401(k) program matching 100% with Company contributions up to 4%; immediately vested.

• Comprehensive pet wellness plan that reimburses preventive and routine pet care.

• Up to 12 weeks of paid medical leave for pregnancy.

• Up to 6 weeks of paid parental leave.

• Stipend for at-home internet expenses.

• Immediate access to a Udemy Business license.

• Unlimited monetary incentives through the WellRight Wellness Platform.

• Annual allowance of $125 for fitness tracking equipment.