Customer Success Manager – Group Sales

Alberta Blue Cross•Hybrid, AB

7d•Hybrid

About The Position

Working in a flexible work style arrangement, reporting to the Team Manager of Customer Success, the position focuses on strengthening client and advisor relationships across the Group Sales business. This role focuses on supporting upselling, cross-selling, renewals, and retaining group clients for an existing book of health benefit plans of small to midsized employer groups in the Edmonton or Calgary and surrounding area. The Customer Success Manager also supports the renewal process and actively participates in advisor and client meetings to enhance engagement.

Requirements

Post-secondary education such as diploma or Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
Must be a continuous learner with a desire to get better by enrolling in continuing educational courses, i.e. CEBS, industry related conferences, seminars as required.
Minimum 2 years of experience in group benefits, ideally in a client-facing role.
Understanding extended health care, dental, paramedical, drug plans and supplemental coverages.
Ability to interpret renewal calculations, claims experience and benchmarking data.
Proven ability to manage client relationships, analyze data, and drive customer retention and growth.
Proficiency in CRM software (e.g., Salesforce, Microsoft Dynamics) and data analytics tools.
Strong aptitude for sales processes, decision-making abilities, and excellent communication skills.
Self-motivated with the ability to work independently and collaboratively within a team environment.
Strong interpersonal skills with the capability to engage effectively with internal and external stakeholders.

Nice To Haves

Preference will be given to those candidates that possess Life, accident & sickness insurance licensing.

Responsibilities

Support end-to-end renewal processes for assigned accounts.
Prepare renewal proposals aligned with underwriting and pricing guidelines.
Negotiate pricing and discounts within established authority limits.
Ensure a smooth, professional, and timely client renewal experience.
Partner with Account Executives (AEs) to assess client needs and identify opportunities.
Develop and present add-on sales proposals and plan enhancement solutions.
Execute upselling and cross-selling strategies to drive revenue growth.
Contribute directly to team revenue expansion and retention targets.
Analyze claims utilization, plan performance, and client feedback.
Identify trends, risks, and opportunities for cost management or plan design changes.
Provide proactive, data-driven recommendations to improve retention and growth outcomes.
Collaborate with advisors, brokers, and internal stakeholders.
Address and resolve escalated client concerns effectively.
Act as a key coordination point to ensure consistent, high-quality client service.
Identify gaps, inefficiencies, and workflow challenges.
Recommend process enhancements to improve team productivity and turnaround times.
Support continuous improvement initiatives to elevate overall client experience.