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Customer Success Manager/Director (remote)

Customer Success Manager / Director

The BrightPlan Customer Success team plays a critical role. Our customers are companies who trust us to improve their employees’ financial well-being. They count on us to guide them from implementation to providing insights into their employees’ financial cares and concerns. When customers have questions about delivering Financial Wellness, we go above and beyond to provide clear answers to their questions, delivered in a friendly, professional way.

Our ideal candidate will have experience in scaling customer success processes, can establish relationships as a trusted advisor and drive the success of each customer through ongoing strategic planning. If you wish to be a part of a dynamic growing company, love personal finance, and enjoy serving customers and clients, we'd like to hear from you.

Why Work Here? Awesome Team, Experienced Leadership, Exciting Mission, Competitive Salary, Annual Bonus, Generous Equity, 401k Employer contribution, Flexible PTO, Work-From-Anywhere (WFA) program with ~4 on-sites annually

Responsibilities

The Customer Success Manager/Director will own and lead customer engagement and help scale the Customer Success processes through process innovation. This role includes responsibilities for customer on-boarding, implementation, support, services, adoption, advocacy, retention and renewals.

You will work closely with our team to manage Financial Wellness program rollouts and all supporting activities.

You will:

Be the main point of contact between BrightPlan and a number of enterprise accounts
Serve as the primary contact for the onboarding and implementation of new customers as well as post go-live support to drive enrollment
Coordinate, lead, and provide insightful data during quarterly Financial Wellness reviews with customers
Understand customer outcomes by communicating with customers, analyze customer health metrics, and by gathering insights unique to the customer
Represent the voice of the customer to provide input into every core product, marketing, and sales process
Collaborate closely with BrightPlan team members to support renewals and expansion opportunities
Manage and communicate ongoing changes in tasks, goals, or performance of each customer
Develop, manage, and evaluate multiple project timelines, their resources, and their scope
Provide insights to customers to ensure they get the most out of the platform with the aim of helping grow employee enrollment.

Our ideal candidate

Experience working with HR/People/Benefits leaders in a role with a B2B SaaS benefits provider (healthcare, 401k, mental health, etc) highly preferred
Bachelor's degree or postgraduate degree
Prior experience managing Fortune 1000 customers
A Certified Financial Planner or similar credential is preferred
Ability to build rapport with customers
Ability to prioritize and manage multiple projects
Excellent written and verbal communication skills
Passion for surprising and delighting customers
Positive and professional demeanor

We need you to be eligible for permanent employment by any employer in the US, and we are not accepting agency referrals.

By BrightPlan

BrightPlan was founded in 2016 to inspire people to plan, track, and invest to achieve their financial goals. In 2019, we have become the gold standard in Financial Wellness. We provide employers a platform to offer Financial Wellness to their e...

BENEFITS & PERKS

Dental Insurance

Disability Insurance

Flexible Spending Account (FSA)

Health Savings Account (HSA)

Vision Insurance

Performance Bonus

Paid Holidays

INDUSTRY

Investment & Asset Management

TEAM SIZE

11-50