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About the Opportunity
The market for employee benefits is broken. Companies spend millions annually on employee benefits that employees neither value nor regularly use. The organization set out to build a better model by challenging traditional one-size-fits-all approaches.
The organization's flexible benefits software helps companies offer competitive benefits packages while reducing costs and inefficiencies, by giving employees more choice and flexibility in how they spend their benefit allowances. The platform also saves HR professionals countless hours managing and supporting various point solutions.
Using the platform, companies can select from a suite of products that include Lifestyle Spending Accounts, Health Spending Accounts, Health Reimbursement Arrangements, Flexible Spending Accounts, and more to design and deliver customized benefits programs–all through a single platform. Employees then have three choices to spend account funds: The platform's store with discounted products and services, the platform's Visa Card, or claim reimbursement backed by the platform's world-class member support team.
The organization has helped hundreds of companies design and support flexible, inclusive benefits programs for nearly a million employees. And, the organization is seeing great success with 75 NPS, and 98 CSAT ratings from members.
The organization is backed by leading venture capital firms and has received numerous awards for its exponential growth, its software innovation, and as a “Great Place to Work.”
About the Role
As a Customer Success Manager, the individual will be responsible for ensuring the success and satisfaction of a portfolio of 30+ commercial and enterprise accounts. The primary goal is to foster strong relationships with customers, ensuring they are getting the most value from the organization's products/services. This role will work closely with support and operations teams to resolve customer issues and play a key role in driving satisfaction. The individual will also collaborate with the Account Management team to ensure smooth handoffs for renewals and growth opportunities.
You Will
- Manage a portfolio of 30+ commercial and enterprise customer accounts, focusing on ensuring their success and satisfaction with the organization's products/services.
- Serve as the primary point of contact for customers, building strong, lasting relationships and understanding their needs and objectives.
- Drive product adoption and ensure customers are leveraging the organization's products effectively to achieve their goals.
- Conduct regular business reviews, providing insights and metrics to track customer success and identify areas for improvement.
- Collaborate with support, operations, and product teams to address customer requests and enhance their experience.
- Own account administration for the assigned book of business, including: keeping CRM up to date, communicating to customers regarding contracting, invoicing, and product changes.
- Gather and analyze customer feedback to identify trends and areas for product/service improvements, sharing insights with internal teams.
- Work closely with the Account Management team to ensure smooth transitions for renewals and help grow existing business by providing them with qualified leads.
- Be a team player: participate in team meetings, training sessions, and key initiatives to improve overall CS efficiency and deliver an exceptional customer experience.
Preferred Skills
- 2-5 years of experience in customer success, account management, business development or a related customer-facing role.
- Strong interpersonal and communication skills, with the ability to build rapport and trust with customers.
- Excellent problem-solving abilities and a proactive approach to addressing customer needs.
- Ability to work collaboratively with cross-functional teams, including support and operations.
- Highly organized with strong time management skills and the ability to manage multiple accounts and priorities simultaneously.
- Familiarity with Salesforce or other customer success tools is a plus.
- A customer-centric mindset with a passion for delivering exceptional customer experiences.
- Ability to handle and deescalate challenging situations with professionalism and empathy.
Benefits and Perks
- Remote-first working environment
- Medical, dental and vision insurance plans
- Employee wellness program
- Home Productivity program
- Team building program
- 401(k) savings plan
- Flexible PTO policy
- 12 weeks Parental Leave + 4 additional weeks for the Birthing Parent
The hiring organization is an equal opportunity employer committed to building a diverse and inclusive team. The organization values diversity, and always treats all employees and job applicants based on merit, qualifications, competence, and talent. It does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Duties and responsibilities may not all be covered in the description, or may change over time at the discretion of the organization. Individuals are encouraged to apply even if their experience doesn't precisely match the job description. Skills and passion will stand out—and set individuals apart—especially if their career has taken some extraordinary twists and turns. The organization welcomes diverse perspectives, and people who think rigorously / aren't afraid to challenge assumptions.