Senior Customer Success Manager

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

📋 Description

• Oversee a portfolio of SMB and/or mid-market clients throughout all phases of the customer lifecycle, from onboarding to continuous success planning.

• Promote the use of the admin platform by conducting regular check-ins, providing product training, and offering best practice advice.

• Discover growth opportunities within your accounts and work alongside the sales team on upselling and expansion initiatives.

• Track customer health metrics and take proactive measures to address accounts that may be at risk.

• Collect and relay customer feedback to the product and engineering teams to assist in shaping our development roadmap.

• Create scalable processes and resources customized to meet the specific needs of SMB clients.

⛳️ Requirements

• 3-6 years of experience in customer success or account management within SaaS, startups, healthcare, or the benefits industry.

• Hands-on experience in the benefits sector.

• A demonstrated track record of managing and expanding SMB and/or mid-market customer accounts.

• Proven ability to analyze data and business insights to impact stakeholder decision-making.

• Capability to engage with customer teams at varying levels of technical expertise, from end users to C-level executives.

• Experience collaborating with cross-functional teams and conveying common customer behaviors to sales, marketing, and product teams.

🏝️ Benefits

• 95% coverage of medical, dental, and vision.

• $250 Work From Home setup (one-time payment).

• $500 per year Learning & Development Benefit.

• $150 per month for cell phone and internet expenses.

• $100 per month for wellness initiatives.

• $100 per month for co-working and commuter benefits.

• Flexible Paid Time Off (PTO).