Customer Success Manager - Join our Talent Community!

HealthJoy•Chicago, IL

5h•$100,000 - $110,000•Remote

About The Position

HealthJoy is a growing healthtech company focused on simplifying healthcare benefits. They are looking for a Customer Success Manager to join their team and drive customer retention and growth. This role involves managing a portfolio of strategic broker partners, focusing on product adoption, utilization, and overall customer health. The ideal candidate is passionate about delivering customer value in a fast-paced environment and will be a key contributor to HealthJoy's revenue goals through proactive account management and strategic expansion.

Requirements

Benefits experience required.
Experience working in benefits technology, health insurance or wellness technology is a great background for this role!
Minimum 4-5 years of customer-facing account leadership or related experience demonstrating a high degree of skill in serving as a trusted advisor.
Strategic and results-oriented approach to partnering with customers at all levels of an organization (individual contributor through C-Suite) to achieve desired outcomes.
Demonstrated success managing customer retention and account growth within a book of business, or related experience negotiating contracts that would demonstrate proficiency managing commercial negotiations with limited oversight.
Proven ability to navigate a sales process, including overcoming objections, managing procurement/legal hurdles, and a "hunter" mindset for identifying expansion opportunities within a "farmer" role.
Highly collaborative and influential with teammates and business partners across the organization to drive results and innovation.
Exceptional executive presence and ability to present complex or detailed information in a digestible and actionable manner.
Willingness to travel approximately 15-20% to support client book of business, as well as at a minimum quarterly to Chicago headquarters for internal team meetings as needed.

Nice To Haves

AI-forward and data-driven approach.

Responsibilities

Own key outcomes for a designated book of business, including product adoption, utilization, Net Dollar Retention (NDR), and overall customer health.
Lead the end-to-end renewal and expansion sales process, identifying, negotiating, and closing upsell opportunities.
Master the full sales cycle within the book of business, partnering with Product Solutions Consultants and senior leaders to uncover pain points and map them to HealthJoy solutions.
Build strong, consultative relationships with customers at all levels, including C-Suite stakeholders.
Act as the primary external point of contact for escalations, resolving complex issues with a sense of urgency and a solution-oriented mindset.
Serve as the main point of contact for customers on strategies to optimize adoption across their members.
Leverage AI and software to proactively analyze performance across the book of business and provide thought leadership.
Maintain a high level of attention to detail regarding customer contracts, health scores, and stakeholder updates.
Travel to meet with customers and brokers to conduct business reviews, deepen relationships, and solidify HealthJoy's position as a strategic partner.