Senior Customer Success Manager

Your impact. 

As a Sr. Customer Success Manager, you’ll be the post-sale face for HealthJoy’s largest and most strategic customers. In addition, as a senior “subject matter expert” within the Customer Success organization, you’ll play a key role working closely alongside the Director, Customer Success to build out and iterate our customer success motions at the Enterprise level. 

Enterprise Customer Success Management

• Own key customer outcomes (product adoption and utilization, retention, customer health) for Enterprise clients within your book of business 
• Confidently and independently manage relationships and success of HealthJoy’s Enterprise customers post-sale, with a focus on HealthJoy’s largest customers 
• Be an expert on the HealthJoy product suite, in order to appropriately influence your HR customers toward optimal utilization; providing timely and appropriate guidance regarding how to achieve the most value from the HealthJoy product suite
• Build strong, consultative relationships with the HR leaders, as well as executives / buyers at the customer, to ensure they can confidently use the HealthJoy product suite, understand the resources available to them and their employees, and ultimately find value in using HealthJoy’s products 
• Liaise effectively with cross-functional teams in order to effectively advocate for your clients and what they need to success with HealthJoy
• Use Gainsight and Looker to monitor trends across the Enterprise clients you manage, and provide timely and proactive insights to your team members, senior leaders, and cross-functional orgs (Product, Implementation, Sales) regarding your book of business, escalating appropriately as needed
• Collaborate effectively with your counterparts in customer success to ensure a consistent approach to success delivery and promote organizational learningLead and influence account analysis strategies (Win-Loss, VOC feedback, etc.) within the Customer Success organization’s overall learnings, and identify incremental areas of improvement, as measured by Customer Health Scores, NPS, and overall retention across your book of business 
• Serve as an expert in internal, cross-functional business projects as a representative of the Customer Success organization
• Develop and refine company methodology, process and documentation guidelines related to onboarding, product adoption, and ongoing customer success
• Keep an active pulse on the emerging needs of Enterprise customers and ensure the Customer Success team is adapting future strategy and infrastructure to support the success of Enterprise clients 
• Serve as a mentor to more junior team members looking to grow their careers in customer success

Your experience.

• 5+ years of account management or customer success type role at 
• Benefits or healthcare sector insurance strongly preferred
• Strategic and results oriented approach to partnering with customers to achieve desired outcomes 
• Highly collaborative and influential with your CSM teammates and business partners across the organization to drive results and innovation
• Exceptional executive presence and ability to present complex or detailed information in a digestible and actionable manner 
• Experience working in an enterprise or channel sales environment
• Proven track record of successfully managing executive relationships
• Desire to work in a dynamic, fast-paced, high growth environment
• Eager to learn the content used in benefits and healthcare; direct experience working in healthcare, health benefits, or with HR clients strongly preferred
• A strategic thinker with excellent project management skills and attention to detail
• Proficient in Google applications and Salesforce

Work should be meaningful and rewarding.

HealthJoy offers a robust package of employee perks and benefits, including healthcare benefits (medical, dental and vision, EAP, and telemedicine), flexible PTO plan, 401k+match, parental leave, and HSA contribution match. We also provide our employees with a remote work stipend - to ensure you can work comfortably from home, host virtual-lunch-and-learns, ‘friendship time’ pairings, virtual coffee chats/happy hours, and quarterly team activities.

The best benefit of all? We use our own product. As an employee, you can rely on HealthJoy to feel confident about your own healthcare decisions and get the most out of your unique benefits plan.

HealthJoy is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other basis forbidden under federal, state, or local law.