Customer Success Manager II

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

📋 Description

• Take ownership of a designated portfolio, ensuring customer health, retention, renewal readiness, revenue safeguarding, and growth.

• Direct the renewal strategy and its execution, which includes contract assessments, rate suggestions, customer positioning, negotiation assistance, and necessary documentation.

• Create opportunities for cross-selling and upselling by recognizing customer needs and formulating value-driven recommendations.

• Act as a trusted advisor to both customers and brokers regarding program strategy, utilization, engagement, organizational requirements, service scope, and Revive solutions.

• Spearhead strategic account planning, encompassing customer objectives, stakeholder mapping, risk assessment, engagement strategies, renewal plans, and growth prospects.

• Evaluate utilization, engagement, outcomes, service quality, and financial/ROI metrics to produce executive-level insights and recommendations.

• Conduct quarterly and annual business reviews for the assigned accounts.

• Recognize indicators of churn or dissatisfaction, devise recovery plans, coordinate contract renewals, and manage accounts at risk.

• Supervise implementations, platform transitions, benefit modifications, and customer onboarding processes.

• Handle intricate customer complaints and escalations by collaborating with cross-functional teams.

• Keep precise CRM and forecasting data, which includes account health, renewal status, risks, opportunities, buyers, decision-makers, and next steps.

• Gather and synthesize Voice of the Customer and Voice of the Member insights to shape service delivery, product priorities, communications, and process enhancements.

• Utilize AI-driven and digital productivity tools to enhance analysis, workflow efficiency, customer preparation, and scalability.

• Engage in customer presentations, finalist meetings, RFP/RFQ support, annual meetings, events, and opportunities for strategic relationship building.

• Travel as necessary to support customer meetings, events, implementations, and the development of strategic relationships.

⛳️ Requirements

• A Bachelor's degree or an equivalent mix of education and relevant professional experience is preferred.

• 3-5+ years of progressive experience in Customer Success, strategic account management, employee benefits, healthcare/digital health, SaaS, or related B2B client management.

• Proven experience in independently managing a customer portfolio with accountability for retention, renewals, and/or revenue growth.

• Strong consultative and commercial capabilities with the ability to align customer needs with solutions and business results.

• Competency in interpreting customer data and translating utilization, engagement, outcomes, and financial insights into clear recommendations and value narratives.

• Exceptional skills in executive communication, presentation, negotiation, written communication, and stakeholder management.

• Experience in managing customer risk, escalations, implementation complexities, and competing priorities.

• Proficient in CRM systems, digital platforms, reporting/analytics tools, and Microsoft Office or similar productivity applications.

• Capacity to lead through influence within a matrixed, cross-functional environment.

• Experience in digital health, healthcare, employee benefits, behavioral health, EAP, virtual care, health plans, benefits consulting, or healthcare SaaS is preferred.

• Familiarity with working alongside brokers, consultants, HR/Benefits leaders, or other employer decision-makers is preferred.

• Experience with customer health scoring, forecasting, ROI/value realization, account planning, or change management is preferred.

🏝️ Benefits

• Fully remote work arrangement for U.S.-based employees.

• Occasional travel to support customer meetings, events, implementations, and strategic relationship development.