Client Success Manager

• The CSM will be responsible for cultivating and maintaining strong relationships with a portfolio of clients, both existing and new, ensuring their success and satisfaction with our products and services
• As a trusted advisor, you will work closely with your clients and their brokers/consultants to understand their needs, optimize engagement, and maximize the value they receive from our solutions
• You will develop and execute account plans, deliver business reviews, and drive overall customer satisfaction, resulting in customer retention, growth, and advocacy
• Manage client and broker/consultant relationships throughout the client lifecycle, ensuring regular touchpoints and proactive feedback solicitation
• Communicate clearly and concisely in both verbal and written formats, demonstrating strong time management and prioritization skills
• Manage client communication for engagement marketing initiatives, including open enrollment events, webinars, mailers, and case studies
• Collaborate cross-functionally within a team environment, ensuring seamless coordination and alignment across departments
• Ensure company and client objectives, expectations, and goals are met
• Support Client Executives to maximize retention and identify churn risks, as well as upsell and expansion opportunities
• Maintain accurate data input and hygiene in the customer relationship management system for all assigned clients
• Take appropriate and timely steps to resolve service issues

Benefits

• Paid Vacation
• Health Insurance
• Health Savings Account
• Dental Insurance
• Vision Insurance
• Paid Parental Leave
• Short & Long Term Disability
• Life and AD&D Insurance
• Commuter Spending
• Retirement Savings Plan

• You have the GRIT, drive and ambition to tackle big problems. Big problems require big ideas and a team that supports new ideas
• You thrive in a Team Environment. Collaboration is key in innovation and creating change
• You care deeply for your customers are driven to keep HUMANITY in all decisions. Your customers aren’t just the individuals using your product. They are the driving factor in your motivation to make a change
• You use LOGIC in your decision making and understand that progress is critical to making change. You focus on the execution of your content while balancing a fast-paced environment and you take the time to celebrate both the small & big wins
• Integrity guides you in life. Focusing on the TRUTH vs. giving people the answers they want to hear
• INCLUSION is a core tenant of your personal beliefs. A diverse and inclusive environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with
• They will be adept at managing multiple workflows in a fast-paced environment, taking initiative and demonstrating ownership, thriving in a collaborative culture, and embracing and navigating ambiguity
• A successful CSM will be able to work independently, communicate effectively, and function as a productive member of the Client Success Team
• The ideal candidate will possess excellent client management and relationship-building skills
• Proficiency in Microsoft Office (Excel, Word, PowerPoint); Working knowledge of Salesforce; SharePoint experience a plus
• Bachelor’s degree or equivalent
• 5+ years of experience of client relationship and/or account management experience within the employee benefits, healthcare, or consulting industry, including at least one startup
• Willingness to travel up to 20%
• Excellent communication and presentation skills, with the ability to quickly establish rapport and build sustainable relationships
• Independent and adaptable, thriving in a fast-paced environment
• Exceptional project management skills, including goal identification, action step management, and accomplishment tracking
• Ability to work under pressure and prioritize competing tasks and responsibilities
• Strong problem-solving, judgment, and analytical skills
• Motivated team player with a positive, collaborative attitude
• Ability to thrive in a matrixed organizational structure