Position Summary
The ezICHRA Customer Success Manager Team Leader is a player-coach role responsible for leading, mentoring, and supporting the ezICHRA Customer Success team while managing a portfolio of strategic customer relationships. This position ensures employers, brokers, and employees receive a consistent, compliant, and high-quality experience throughout implementation, enrollment, plan administration, renewals, and ongoing ICHRA support. The ideal candidate combines strong benefits knowledge, customer relationship management expertise, operational discipline, and team leadership skills to drive customer satisfaction, retention, process improvement, and scalable service delivery.
Key Responsibilities
Functional Leadership & Ownership
• Lead, coach, mentor, and support the Customer Success team.
• Provide workload prioritization, service standards, and professional development.
• Serve as primary escalation resource.
• Act as subject matter expert for ICHRA administration and customer experience.
Hands-On Execution & Delivery
• Oversee onboarding and implementation activities.
• Manage strategic customer relationships.
• Support enrollment readiness and employee communications.
• Provide plan advising support when needed.
Reporting, Quality & Operational Support
• Track retention, enrollment, renewal and satisfaction metrics.
• Monitor service levels and productivity.
• Develop reports and dashboards.
Cross-Functional Partnership & Integration
• Partner with Sales, Compliance, Marketing, Operations, Finance and Technology teams.
• Coordinate service delivery across stakeholders.
Growth, Change & Special Initiatives
• Support customer retention strategies and organizational growth initiatives.
• Assist with special projects and service enhancements.
Process Improvement & Best Practices
• Implement process improvements and scalable workflows.
• Maintain compliance with ACA, ERISA, HIPAA, IRS, DOL and ICHRA requirements.
Center of Excellence (COE) Contribution
• Develop training resources, documentation and service standards.
• Provide thought leadership and best practices.
Accountability
• Customer satisfaction, retention and renewal results.
• Successful customer implementations and onboarding experiences.
• High-quality enrollment support and service operations.
• Scalable customer success processes and documentation.
• Strong stakeholder relationships and issue resolution.
Qualifications
Required
• Bachelor degree or equivalent experience.
• 5+ years of customer success, benefits or account management experience.
• 2+ years leading or mentoring team members.
• Life & Health License or ability to obtain.
• Strong ICHRA, ACA and benefits knowledge.
Preferred
• ICHRA, QSEHRA or HRA experience.
• Broker, carrier or marketplace experience.
• Knowledge of ACA, ERISA, HIPAA and COBRA requirements.
• Experience building dashboards, playbooks and training resources.
Key Competencies
• Leadership & Team Development
• Strategic & Systems Thinking
• Customer Relationship Management
• Ownership & Accountability
• Process Design & Continuous Improvement
• Consulting, Influence & Collaboration
• Change Agility
• Business Acumen
