Senior Customer Success Manager

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

📋 Description

• Cultivate and enhance strategic partnerships with decision-makers and key stakeholders within 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.

• Identify avenues for partnership expansion, increased engagement, and long-term value for clients.

• Collaborate with clients on a daily basis to resolve client and/or member-related issues.

• Lead client communications and conduct business reviews.

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

• Comprehend and anticipate client needs effectively.

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

• Promote retention, expansion, and advocacy among customers.

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

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

⛳️ Requirements

• A minimum of 5 years of relevant professional experience in client support and account portfolio management.

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

• Proficient in communicating and presenting data in a way that conveys meaningful and actionable narratives, leading to value recognition and client retention.

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

• Exceptional written and verbal communication skills.

• Meticulous attention to detail.

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

• Experience working in a fast-paced environment.

• Ability to thrive in ambiguous situations with a proactive approach.

• Strong passion for innovation in the digital health sector.

🏝️ Benefits

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

• Options for medical, dental, and vision benefits.

• Calibrate-funded disability and basic life insurance.

• Wellness initiatives, including a complimentary Headspace membership.

• Access to therapy services on your schedule with Headspace Care.

• Employee Assistance Program provided through Principal.

• Remote-first work model, allowing flexibility to work from any state.

• Competitive paid parental leave program.