Senior Customer Success Manager

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

📋 Description

• Cultivate and enhance strategic relationships with decision-makers and key stakeholders in enterprise clients.

• Foster customer satisfaction, engagement, enrollment, and program value across a range of enterprise clients.

• Take ownership of strategic account plans and growth initiatives.

• Recognize opportunities to broaden partnerships, strengthen engagement, and promote long-term client value.

• Collaborate with clients daily to address and resolve issues faced by clients and/or members.

• Oversee client communications and conduct business reviews.

• Deliver timely updates, performance reports, service level metrics, and actionable insights.

• Comprehend and anticipate client requirements.

• Utilize internal cross-functional resources to tackle challenges and seize opportunities.

• Promote retention, expansion, and advocacy among customers.

• Convert customer feedback into actionable insights for product development and improving customer experience.

• Create and share best practices for the Client Success team and enterprise client management.

⛳️ Requirements

• Over 5 years of pertinent professional experience in client support and managing an account portfolio.

• Previous commercial experience in managing health and wellness benefits for employers.

• Proficient in communicating and presenting data to convey meaningful and actionable narratives that lead to value recognition and retention.

• Capability to effectively relay client feedback and sentiments to internal stakeholders.

• Excellent written and verbal communication abilities.

• Exceptional attention to detail.

• Comfort in building robust interpersonal relationships with cross-functional stakeholders.

• Experience thriving in a fast-paced environment.

• Ability to navigate ambiguity successfully with a proactive approach.

• Enthusiasm for innovation in digital health.

🏝️ Benefits

• Generous paid time off policy, encompassing multiple paid company holidays, wellness days, and floating holidays.

• Options for medical, dental, and vision benefits.

• Calibrate-funded disability and basic life insurance.

• Wellness programs, including a complimentary Headspace membership.

• Access to therapy on your schedule through Headspace Care.

• Employee Assistance Program provided by Principal.

• Remote-first working arrangements, offering the flexibility to work from any state.

• Competitive paid parental leave program.