Customer Success Manager
Job Description
About Our Client
The employee benefits market is shifting toward flexibility and efficiency. Since 2017, this company has challenged traditional, one-size-fits-all models by offering flexible benefits software that reduces costs, increases employee choice, and streamlines HR workloads.
Organizations can customize benefits like Lifestyle Spending Accounts, Health Spending Accounts, and Flexible Spending Accounts through a single platform. Employees enjoy options such as discounted products, prepaid cards, or claim reimbursements, supported by a dedicated member support team.
Serving nearly a million employees, the company boasts high satisfaction ratings (75 NPS, 98 CSAT) and partnerships with esteemed organizations. Backed by top venture capital firms, it has earned accolades for rapid growth, software innovation, and workplace excellence.
About the Role
In the position of Customer Success Manager, your main responsibility will be to ensure the success and satisfaction of a portfolio consisting of 30+ commercial and enterprise accounts. The primary objective is to cultivate strong relationships with customers, ensuring that they derive maximum value from the products and services provided.
Close collaboration with support and operations teams will be essential to address customer issues effectively, while also playing a critical role in enhancing customer satisfaction. Additionally, this position involves partnering with the Account Management team to secure smooth transitions for contract renewals and explore growth opportunities.
You Will
– Manage a portfolio of 30+ commercial and enterprise customer accounts, focusing on ensuring their success and satisfaction with the products and services offered.
– Serve as the primary point of contact for customers, building strong, lasting relationships while understanding their needs and objectives.
– Drive product adoption, ensuring customers utilize the offerings effectively to meet their goals.
– Conduct regular business reviews, providing insights and metrics to monitor customer success and identify potential areas for improvement.
– Collaborate with support, operations, and product teams to address customer requests and enhance their overall experience.
– Oversee account administration for your portfolio, including maintaining up-to-date CRM records, and communicating with customers regarding contracts, invoicing, and product updates.
– Gather and analyze customer feedback to identify trends and areas for product/service improvements, sharing insights with internal teams.
– Work closely with the Account Management team to guarantee seamless transitions for renewals and contribute to business growth by supplying qualified leads.
– Participate as a team player in meetings, training sessions, and initiatives designed to enhance overall customer success efficiency and deliver an exceptional customer experience.
Preferred Skills
– 2-5 years of experience in customer success, account management, business development, or a related customer-focused role.
– Strong interpersonal and communication capabilities to build rapport and trust with customers.
– Excellent problem-solving skills with a proactive approach to addressing customer needs.
– Ability to work collaboratively with cross-functional teams, including support and operations.
– Highly organized with effective time management skills and the ability to handle multiple accounts and priorities.
– Familiarity with Salesforce or other customer success tools is advantageous.
– A customer-centric mindset with a passion for providing exceptional customer experiences.
– Competence in managing and de-escalating challenging situations with professionalism and empathy.
Benefits and Perks
– Remote-first working environment
– Medical, dental, and vision insurance plans
– Employee wellness program
– Home productivity program
– Team building initiatives
– 401(k) savings plan
– Flexible PTO policy
– 12 weeks of Parental Leave + 4 additional weeks for the Birthing Parent