Senior Customer Success Manager

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

📋 Description

• Proactively and autonomously manage a mid-market portfolio of clients.

• Take full ownership of key customer outcomes, including product adoption and utilization, net dollar retention, and overall customer health for clients within your portfolio.

• Establish strong, consultative relationships with your customers and partners, acting as a champion to the buyer.

• Provide strategic advice to customers on maximizing adoption among their members, leveraging your comprehensive understanding of HealthJoy’s products, services, industry knowledge, and best practices.

• Conduct ongoing discovery to identify customer wants and needs, revealing potential upsell and account expansion opportunities, while collaborating effectively with HealthJoy’s Product Solution Consultant team to position marketplace solutions that enhance account value.

• Oversee the expansion sales and renewal processes for clients within your portfolio.

• Utilize your in-depth knowledge of HealthJoy’s value proposition and return on investment to highlight HealthJoy’s benefits during customer business reviews.

• Employ top-tier CRM software and business intelligence tools (such as Gong, Looker, Gainsight, and others) to analyze performance across your portfolio, enabling you to deliver improved thought leadership and convey customer insights to internal HealthJoy stakeholders.

• Regularly educate customers about product updates and new functionalities to maintain awareness and adoption.

• Effective customer relationship management is essential in this role, as you stay informed about significant customer updates regarding key stakeholders, organizational changes, and proactively addressing potential risks to customer health.

• Collaborate cross-functionally and engage HealthJoy team members for support as needed. Act as the voice of the customer and advocate for their needs while providing feedback to relevant internal stakeholders.

• Add value across the organization by being a peer leader and a senior contributor.

• Participate in cross-functional initiatives to enhance team processes, customer experience, and the achievement of revenue and customer health objectives.

• Support the overall performance of the Customer Success team by partnering with people managers to develop internal training, templates, and tools that improve CSMs’ understanding of successful practices as mid-market CSMs.

• Promote customer value across internal cross-functional teams, advocating for both current and future customer needs in light of industry trends.

• Remain attuned to the evolving needs of our mid-market clients, ensuring HealthJoy adjusts its strategy and infrastructure to foster their success.

• Act as a mentor to junior team members seeking to advance their careers in customer success and employee benefits.

⛳️ Requirements

• Required experience in the benefits sector. Strong preference for candidates with direct experience as an HR team member and/or as a benefits consultant.

• A minimum of 7 years in customer-facing account leadership or a related field, showcasing a strong ability to serve as a trusted advisor.

• A strategic and results-driven approach to collaborating with customers at all organizational levels, from individual contributors to C-Suite executives, to achieve desired outcomes.

• Proven success in managing customer retention and account growth within a portfolio, or relevant experience negotiating contracts that demonstrate the ability to manage commercial negotiations independently.

• Highly collaborative and influential with colleagues and business partners throughout the organization to drive results and foster innovation.

• Exceptional executive presence with the capability to present complex or detailed information in a clear and actionable manner.

• Willingness to travel approximately 10-15% to support the client portfolio, aiming for at least one in-person visit per client annually, along with quarterly visits to the Chicago headquarters for internal meetings as needed. Total travel is estimated at 15-20%.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance packages.

• HSA contribution matching.

• Stock options for eligible positions.

• 401k matching.

• Paid parental leave.

• Company-sponsored short-term and long-term disability coverage.

• Flexible paid time off (PTO).