Digital Account Executive

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

📋 Description

• Take ownership of customer success and growth across a portfolio of over 14,000 unassigned small-business accounts.

• Assess accounts based on potential, risk, and product compatibility.

• Develop and implement one-to-many email campaigns, content series, and webinars to enhance upsell and cross-sell opportunities.

• Create repeatable digital strategies and self-service resources.

• Extract and evaluate performance and relationship data to assess the impact of campaigns.

• Design email campaigns, webinars, help resources, videos, slide decks, tutorials, in-app messaging, and one-pagers.

• Collaborate with Marketing, Product, Instructional Design, Communications, Enablement, and Sales teams to create and launch content.

• Oversee the full renewal process using automated reminders, digital renewal packets, and self-service workflows.

• Track renewal timelines and account health indicators, flagging renewals at risk.

• Identify risks of churn and implement scalable retention and recovery strategies.

• Enhance NPS and customer satisfaction throughout the portfolio.

• Provide reports on adoption, utilization, NPS, renewal rates, churn, campaign performance, retention effectiveness, and expansion results.

• Act as the internal liaison for the unassigned portfolio and contribute to segmentation and coverage strategies.

• Manage escalation triage and direct high-priority issues to relevant internal teams.

• Maintain reporting on portfolio health, renewals, and content performance.

• Advance digital customer success playbooks, content templates, and scalable account service best practices.

⛳️ Requirements

• Minimum of 3-5 years of experience in Customer Success, Content Creation/Marketing, or Digital Marketing.

• Bachelor's degree or equivalent relevant experience.

• Proven experience in creating customer-facing content, including email campaigns, webinars, videos, micro-learning pathways, external slide decks, or help content.

• Experience managing renewals at scale through automated or semi-automated processes.

• Ability to work cross-functionally with Marketing, Product, Enablement, and other departments.

• Familiarity with Health & Benefits products, such as HSA, HRA, FSA, Commuter, COBRA, Retiree Billing, and FMLA Billing, or a strong capability to learn quickly.

• Skills in analyzing usage patterns, engagement metrics, renewal rates, and churn indicators.

• Excellent written communication abilities.

• Strong accountability mindset with comfort in owning outcomes for a large, unassigned portfolio.

• Capability to independently manage multiple content and renewal projects.

• Proficiency in CRM and marketing/engagement platforms, including Salesforce, email marketing tools, and webinar platforms.

🏝️ Benefits

• Health insurance.

• Dental insurance.

• Vision insurance.

• Retirement savings plan.

• Paid time off.

• Health savings account.

• Flexible spending accounts.

• Life insurance.

• Disability insurance.

• Tuition reimbursement.

• Eligibility for commission in most sales positions.

• Eligibility for quarterly or annual bonuses in non-sales roles.