About the Role:We're looking for a Senior Customer Success Manager to own and grow a book of small and mid-market employer accounts. You'll be the primary relationship owner - responsible for retention, adoption, and expansion - while serving as the internal voice of your clients across product, operations, and leadership.
This role reports directly to the VP of Client Services.
Responsibilities:- Own a portfolio of 50-60 direct-to-employer accounts, serving as the primary point of contact for day-to-day needs, escalations, and strategic conversations
- Monitor and proactively manage account health, identifying risks early and driving resolution before they become problems
- Partner with the Implementation team during onboarding to support communication strategy, training, and early engagement - while establishing long-term success criteria and operating cadence from day one
- Collaborate with marketing on ongoing engagement strategies that drive platform awareness and adoption throughout the client lifecycle
- Run regular business reviews with HR and benefits stakeholders, covering outcomes, challenges, and roadmap alignment
- Identify and develop expansion opportunities within your book
- Build and maintain success plans that evolve with your clients' needs and business objectives
- Represent the client internally - surface feedback that shapes product priorities and service delivery
Requirements- 3-5+ years of experience in customer success or account management managing a substantial book of business, including experience owning a direct-to-employer portfolio.
- Experience with employer-sponsored benefits, healthcare navigation, or benefits administration.
- Experience owning external relationships with HR leadership, senior executives, or benefits teams, and working cross-functionally with internal teams to support client outcomes.
- Proficiency with Excel and PowerPoint or Slides.
- Eligible to work in the United States.
- Willingness to travel occasionally, less than 10%.
- Experience managing a mixed book of business is a plus.
- Experience with HubSpot is a plus.
Benefits- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short-Term & Long-Term Disability
- Training & Development
- Hybrid Work
- Wellness Resources
- Stock Option Plan
Salary:
$100,000 - $120,000 OTE, subject to standard withholding and applicable taxes. In addition to base salary, the role includes the opportunity to receive equity based on the Company's plans and in accordance with the Company's policies. Compensation finally awarded to the candidate will be commensurate with the candidate's skills and experience.
