OverviewThe Customer Success Leader is responsible for leading a team of Account Managers to ensure strong customer relationships, program performance, and long-term retention across a diverse book of absence administration accounts. This leader plays a critical role in developing their team's consultative skills, driving engagement with customers, and positioning ComPsych as a valued strategic partner.
In this position, you will collaborate closely with your team to ensure customers clearly understand the value of our absence programs, proactively address concerns, and identify opportunities for growth. You will operate at the intersection of team leadership, customer strategy, and absence expertise - with a focus on execution, accountability, and continuous improvement.
Responsibilities- Responsible for leading, coaching, and developing a team of Account Managers; including setting goals, assessing performance, and driving professional growth
- Drive retention and growth across the book of business by proactively managing risk and identifying expansion opportunities
- Act as a leader sponsor in customer consultations, finalist meetings, and internal discussions
- Support team members in navigating complex inquiries, escalated issues, and multi-stakeholder customer environments
- Identify and implement process improvements that enhance service delivery, partner experience, and team efficiency
- Partner cross-functionally with Operations, Compliance, Product, and Sales to resolve issues and advance program goals
- Develop methods for improving customer success operational effectiveness and contribute to strategic planning
- Travel as needed to support partner and customer engagements, including mandatory kickoff events and other key business initiatives
- Perform other duties as assigned
Qualifications- 5+ years' demonstrated experience managing or mentoring a team in customer support and relationship management
- Bachelor's degree required; advanced degree a plus
- Partnership management experience preferred
- Experience in absence management, employee benefits, or a related HR services field a plus
- Excellent communication, presentation, and relationship management skills
- Strong critical thinking, organizational skills, and attention to detail
- Ability to manage competing priorities across team leadership and personal relationship ownership
- Willingness and ability to travel as needed for partner and customer engagements
Other Requirements
- Consistent and reliable high-speed internet and workspace free from distraction, disruption, or noise is required
- Ability to be present on camera during work-related trainings, meetings, and/or events
- Must be able to sit or stand at a desk for prolonged periods while working on a computer
Compensation and Benefits- Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
- The salary range for this position is 150,092 - 163,737 CAD plus bonus. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, and scheduled hours.
*This posting is for an existing job vacancy*
