Customer Success Manager

Come for the mission. Stay for the experience.
Let's keep things simple: we are an unbelievably talented, hard-working, and compassionate team driving towards a mission that impacts every single one of us - even you! Healthcare benefits are complex, underutilized, and a mystery for most users. We're removing that complexity.

Our industry-leading technology solution puts a simplified benefits experience in the hands of users, saving them time and money. Since the start of the pandemic, we've created a COVID-19 resource center, helped members find testing and care, and made it even simpler to get telemedicine and mental health support to employees.

HealthJoy experienced explosive growth in 2020: we raised $30M in Series C funding, earned awards for Talent Culture's Best HR Technology Leaders and Forbes America's Best Startup Employers, added 55+ key team members despite going totally remote, and so much more. This year, we continue down that path of high growth and high impact.

Your impact.

Enterprise customer success

• Own key customer outcomes (product adoption and utilization, retention, customer health) for enterprise clients within your book of business
• Confidently and independently manage relationships and success of HealthJoy's enterprise customers post-sale, including those of customers 1,000+ eligible employees
• Be an expert on the HealthJoy product suite, in order to appropriately guide your HR customers toward optimal utilization; providing timely and appropriate guidance regarding how to achieve the most value from the HealthJoy product suite
• Build strong, consultative relationships with the HR leaders, as well as executives / buyers at the customer, to ensure they can confidently use the HealthJoy product suite, understand the resources available to them and their employees, and ultimately find value in using HealthJoy's products
• Manage your time and priorities appropriately to ensure you are focusing your attention on the customers that need it most in order to optimize retention and customer satisfaction in your book of business
• Liaise effectively with cross-functional teams in order to effectively advocate for your clients and what they need to success with HealthJoy
• Use Gainsight and Looker to monitor trends across the enterprise clients you manage, and provide timely and proactive insights to your team members, senior leaders, and cross-functional orgs (Product, Implementation, Sales) regarding your book of business, escalating appropriately as needed
• Collaborate effectively with members of your pod, including your direct manager and other teammates, to ensure a consistent approach to success delivery within brokerages in your region

Contribute to voice of the customer and organizational learning

• Contribute proactive account analysis (Win-Loss, VOC feedback, etc.) to the Customer Success organization's overall learnings, and identify incremental areas of improvement, as measured by Customer Health Scores, NPS, and overall retention across your book of business
• Participate in internal, cross-functional business projects as a representative of the Customer Success organization
• Develop and refine company methodology, process and documentation guidelines related to onboarding, product adoption, and ongoing customer success
• Keep up-to-date on the latest customer success methodologies and benefit navigation industry trends to aid in our scaling efforts, providing thought leadership to the Customer Success organization

Your experience.

• 3+ years of account management or customer success type role at a SaaS company
• Customer centric and genuinely passionate about helping customers, serving as an advocate for their success
• Highly collaborative with your CSM teammates and business partners across the organization to drive results and innovation
• Exceptional communication - phone, email, in-person, with all audiences (from cross-functional teams to executives)
• Experience working in an enterprise or channel sales environment strongly preferred
• Proven track record of successfully managing executive relationships
• Desire to work in a dynamic, fast-paced, high growth environment
• Eager to learn the content used in benefits and healthcare
• A strategic thinker with excellent project management skills
• Proficient in Google applications and Salesforce

Our rewards.

Work should be meaningful and rewarding.

HealthJoy offers a robust package of employee perks and benefits, including healthcare benefits (medical, dental and vision, EAP, and telemedicine), flexible PTO plan, 401k+match, parental leave, and HSA contribution match. We also provide our employees with a remote work stipend - to ensure you can work comfortably from home, host virtual-lunch-and-learns, 'friendship time' pairings, virtual coffee chats/happy hours, and quarterly team activities.

The best benefit of all? We use our own product. As an employee, you can rely on HealthJoy to feel confident about your own healthcare decisions and get the most out of your unique benefits plan.

HealthJoy is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other basis forbidden under federal, state, or local law.