Sr. Customer Success Manager, Broker Channel

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Customer Success Manager, Broker Channel based in United States.

As a Sr. Customer Success Manager, Broker Channel, you will play a strategic role in building and nurturing relationships with brokers, consultants, insurance agents, and their clients. Acting as a trusted advisor throughout the customer lifecycle, you will help drive retention, growth, and long-term satisfaction while ensuring an exceptional benefits experience. This role combines relationship management, strategic consulting, and cross-functional collaboration to support both customer success and business objectives. You will work closely with teams across sales, operations, product, marketing, and support to advocate for customer needs and improve service delivery. The position offers the opportunity to influence customer strategy, optimize processes, and contribute to innovative solutions in the healthcare and benefits space. It is ideal for a customer-focused professional who thrives in a fast-paced, mission-driven, and fully remote environment.

• Manage and strengthen relationships with brokers, consultants, insurance agents, and employer clients, serving as a primary strategic point of contact.
• Ensure seamless customer transitions from implementation to ongoing account management, building confidence in products and services from day one.
• Lead customer engagement activities, including Quarterly Business Reviews (QBRs), performance discussions, and strategic planning sessions.
• Own and manage the annual renewal process, coordinating stakeholders and driving successful outcomes.
• Provide consultative guidance on benefits strategies, plan performance, and solutions tailored to client needs.
• Partner with internal leadership to proactively identify, manage, and resolve customer concerns or escalations.
• Act as the voice of customers and brokers, sharing feedback and insights with internal teams to improve products, processes, and service experiences.
• Collaborate closely with Sales to support retention efforts, identify growth opportunities, and expand brokerage partnerships.
• Research, document, and communicate industry updates, policy changes, best practices, and operational improvements.
• Lead initiatives that enhance team workflows, customer success strategies, and overall client satisfaction.
• Work cross-functionally with product, operations, support, marketing, and leadership teams to deliver a best-in-class customer experience.

Requirements

• Minimum of 5 years of experience in Customer Success, Account Management, Client Services, Benefits Consulting, or a related customer-facing role.
• Experience working within healthcare, employee benefits, insurance, or a rapidly growing organization is strongly preferred.
• Licensed insurance broker or equivalent industry certification.
• Strong understanding of health plan operations, benefits administration, healthcare financing, or related topics is highly desirable.
• Proven ability to manage complex customer relationships and deliver strategic guidance to clients and partners.
• Excellent communication, presentation, and relationship-building skills with the ability to influence diverse stakeholders.
• Strong problem-solving and critical-thinking abilities with a proactive and solutions-oriented mindset.
• Demonstrated ability to manage multiple priorities while maintaining exceptional attention to detail and customer focus.
• Experience collaborating across cross-functional teams to achieve business and customer objectives.
• Adaptability, resilience, and a commitment to continuous learning in a fast-changing environment.
• Strong sense of ownership, accountability, and follow-through on commitments.
• Passion for improving customer experiences and contributing to meaningful change within the healthcare industry.

Benefits

• Competitive base salary ranging from $85,000 to $105,000 per year, plus equity opportunities.
• Fully remote work environment with no return-to-office requirements.
• Flexible vacation policy supported by a culture that encourages time off.
• Comprehensive medical, dental, and vision coverage with 100% employer-paid employee premiums.
• 401(k) retirement plan with company matching contributions.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.
• Paid parental leave.
• Company-provided short-term and long-term disability coverage.
• Life insurance benefits.
• Equity participation through competitive stock option grants.
• Transparent compensation practices and structured career development programs.
• Paid one-month sabbatical after five years of service.
• Home office setup stipend and ongoing professional development budget.
• Opportunities to make a direct and meaningful impact on customers' lives through improved healthcare access and benefits experiences.