Client Success Manager

Client Success Manager (CSM)

We are hiring across several of our employer segments for Client Success: Enterprise & Strategic (10k+ employees) and Emerging (-5k employees)

The CSM will be responsible for cultivating and maintaining strong relationships with a portfolio of clients), both existing and new, ensuring their success and satisfaction with our products and services. As a trusted advisor, you will work closely with your clients and their brokers/consultants to understand their needs, optimize engagement, and maximize the value they receive from our solutions. You will develop and execute account plans, deliver business reviews, and drive overall client satisfaction, resulting in client retention, growth, and advocacy.  

The ideal candidate will possess excellent client management and relationship-building skills. They will be adept at managing multiple workflows in a fast-paced environment, taking initiative and demonstrating ownership, thriving in a collaborative culture, and embracing and navigating ambiguity. A successful CSM will be able to work independently, communicate effectively, and function as a productive member of the Client Success Team. 

Location: Remote | USA | Travel Required

Responsibilities:

• Manage client and broker/consultant relationships throughout the client lifecycle, ensuring regular touchpoints and proactive feedback solicitation. 

• Communicate clearly and concisely in both verbal and written formats, demonstrating strong time management and prioritization skills. 

• Manage client communication for engagement marketing initiatives, including open enrollment events, webinars, mailers, and case studies. 

• Collaborate cross-functionally within a team environment, ensuring seamless coordination and alignment across departments. 

• Ensure company and client objectives, expectations, and goals are met. 

• Support Client Executives to maximize retention and identify churn risks, as well as upsell and expansion opportunities. 

• Maintain accurate data input and hygiene in the client relationship management system for all assigned clients. 

• Take appropriate and timely steps to resolve service issues. 

Requirements:

• Bachelor's degree or equivalent  

• 5+ years of experience of client relationship and/or account management experience within the employee benefits, healthcare, or consulting industry, including at least one startup. 

• Willingness to travel up to 20%. 

• Proficiency in Microsoft Office (Excel, Word, PowerPoint); Working knowledge of Salesforce; SharePoint experience a plus. 

Strong Candidates will:

• Excellent communication and presentation skills, with the ability to quickly establish rapport and build sustainable relationships. 

• Exceptional project management skills, including goal identification, action step management, and accomplishment tracking. 

• Independent and adaptable, thriving in a fast-paced environment. 

• Strong problem-solving, judgment, and analytical skills. 

• Ability to work under pressure and prioritize competing tasks and responsibilities. 

• Ability to thrive in a matrixed organizational structure. 

• Motivated team player with a positive, collaborative attitude. 

Benefits