Enterprise Customer Success Manager

It's 2023, and we believe that health benefits should be as simple as breathing. Welcome to Healthee - your digital compass to navigate the vast world of healthcare benefits. Imagine discovering your coverage, identifying the right provider, understanding your costs, and booking an appointment-all in the time it takes to send a tweet! That's what we do, and we do it in 27 seconds flat.
Our quest is to redefine healthcare experiences for employees worldwide through our cutting-edge AI platform, ensuring they not only navigate but truly optimize their health plans.
Are you driven by a mission to make a difference? Dive in!
As the Enterprise Client Success Manager, you will join as a partner to our enterprise clients to provide them with an exceptional experience and to drive adoption of Healthee with their employees.
You will own, create and execute repeatable processes & tactics to provide our clients with a smooth onboarding experience, a seamless launch and a successful partnership which may include driving engagement through user training, webinars, developing resources and collaborating with our teams on email marketing.
You'll report to the Head of Customer Success as a key member of the Client Success Team, you will work closely with cross-functional teams including Sales, Marketing, Engagement, Product and Data to continuously improve the customer experience & journey, identify & drive renewals and expansion opportunities AND achieve world-class customer satisfaction & engagement. We're excited for you to work on the following:

• Onboard new clients and lead the implementation of assigned accounts.
• Own & nurture relationships with our enterprise clients
• Own & continuously improve the customer experience & journey for all clients
• Develop repeatable processes & tactics to drive world-class customer satisfaction & user engagement
• Identify customer feedback from quantitative & qualitative feedback to drive product features and enhancements
• Collaborate with internal teams to build custom reports for clients
• Manage renewal engagement, discover and identify upsell/cross-sell opportunities and potential for long term contracts to maximize customer growth. Interface with the customers for timely renewal of the contracts to achieve the required renewal revenue.

What we're looking for:

• 6+ years of experience in a Enterprise Client Success or Enterprise Account Management role managing complex, strategic accounts
• Saas Experience (healthcare or health tech experience is a plus)
• Ability to own, lead & improve the customer journey from onboarding, through implementation and post-launch consultations
• Ability to identify and drive commercial opportunities within accounts (sales experience is a plus)
• Ability to develop cross-functional relationships and establish critical feedback loops
• You feel at home leading external meetings which may include product trainings and QBRs with Senior Level Executives
• You have an aptitude for technology
• You have an eye for process improvement
• You thrive in an unstructured start-up environment (lack of process does not frustrate you)
• You're a self-starter with an entrepreneurial mindset
• You love working with data
• You're highly adaptable and like working in environments that are constantly changing
• Willing to travel domestically once a month (West cost included)

Benefits:

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources
• Stock Option Plan
• Salary 120-130K