Customer Success Manager

WellRight

1d•Remote

About The Position

The Customer Success Manager (CSM) is the strategic owner of a portfolio of mid-market client relationships, responsible for driving retention, revenue growth, and client advocacy. The CSM operates as a proactive, insight-driven strategist and product expert—continuously assessing client health, anticipating needs, and executing structured growth and retention plans. Success in this role requires disciplined use of WellRight’s customer success frameworks, including monthly client health assessments and comprehensive account planning, paired with deep product expertise and consultative, data-driven guidance to ensure every client achieves measurable value.

Requirements

Minimum 3-5 years of account/project management experience, SaaS and health and wellness experience preferred
Undergraduate degree required
Strong strategic thinking with the ability to translate data and insights into actionable client strategies
Demonstrated ability to manage, retain, and grow a portfolio of client accounts
Experience leveraging CRM systems (HubSpot, Salesforce, etc.) to manage client lifecycle and commercial activities
Working proficiency in Excel, including data analysis using pivot tables, sorting, and filtering
Strong product aptitude with the ability to learn, demonstrate, and configure software solutions
Excellent communication skills with confidence engaging both day-to-day contacts and executive stakeholders
Highly organized with the ability to manage multiple priorities and deadlines
Collaborative team player with a proactive, solutions-oriented mindset
Ability to travel periodically (~10-15% of the time)

Responsibilities

Strategic Client Management & Planning
Own and manage a portfolio of mid-market client accounts with full accountability for retention, growth, and satisfaction
Develop, maintain, and actively execute a comprehensive Growth & Retention Plan for each account, balancing long-term strategy with short-term tactical execution
Lead clients through a structured success journey using WellRight’s established tools, frameworks, and best practices
Identify marketplace and industry trends to provide proactive recommendations and strategic insight to clients
Provide actionable, insight-driven recommendations to support year-round engagement and program success
Client Health & Value Realization
Complete monthly client health assessments for every account, leveraging defined success metrics and signals
Translate health insights into clear best practice strategies to improve engagement, outcomes, and overall client performance
Ensure all products and services are delivered in alignment with contractual commitments while maintaining high levels of satisfaction
Deliver ongoing consultative guidance, including business reviews and strategic planning conversations
Product Expertise & Solution Delivery
Serve as a product expert, maintaining deep knowledge of all platform functionality and capabilities
Configure platform settings and support program setup as needed to ensure optimal client outcomes
Conduct system training and education for all user types (admins, end users, stakeholders)
Clearly communicate and, when appropriate, demo platform features and functionality to reinforce value and drive adoption
Understand the full scope of WellRight’s capabilities and effectively position solutions to meet client needs
Growth, Renewals & Commercial Ownership
Identify and execute opportunities for upsell, expansion, and renewal success across assigned accounts
Own renewal strategy and contribute to contracting processes within the designated CRM system
Position WellRight as a long-term strategic partner, strengthening retention and revenue growth
Cultivate strong client advocacy and reference opportunities by consistently delivering measurable value
Client Experience & Cross-Functional Partnership
Build strong, trust-based relationships with key client stakeholders, including brokers and consultants
Maintain regular, two-way communication between clients and internal teams, including Product, to inform of enhancements and new opportunities
Act as the voice of the client internally, ensuring feedback is translated into meaningful improvements
Serve as a subject matter expert in sales meetings to influence new business and expansion opportunities
Operational Excellence & Team Contribution
Maintain accurate account data, activity tracking, and planning documentation within CRM systems
Contribute to team-wide success by sharing insights, best practices, and process improvements
Actively engage in a culture of curiosity, continuous improvement, efficiency, and effectiveness
Support cross-functional initiatives that enhance the overall client experience and operational rigor

Benefits

Competitive Salaries
We ensure fair and competitive compensation for your skills and contributions.
Unlimited PTO + 11 Company Paid Holidays
We believe in mutual trust between employer and employee. Employees are encouraged to take time off to maintain a healthy work-life balance.
VTO (Volunteer Time Off)
As part of our WellRight Gives Back program, employees may participate in scheduled volunteer opportunities or on their own time, at a minimum of 3 hours per quarter.
Flexible work schedule
We support a high level of autonomy and responsibility, believing that flexibility and asynchronous work lead to the best outcomes.
Whole Wellness
We offer affordable health, dental, and vision options.
Long-term and short-term disability insurance is fully covered by WellRight, along with additional voluntary benefits such as supplemental life insurance, transit benefits, legal services, identity protection, and pre-tax savings accounts.
We pride ourselves on reducing your healthcare burdens by offering a robust variety of benefits plan options designed to support diverse individual needs.
401(k) program matching
100% with Company contribution of up to 4%. All matches are immediately vested.
We’re dedicated to supporting your financial future.
Pet Wellness
We offer access to a comprehensive pet wellness plan that reimburses employees for preventive and routine pet care. At WellRight, we believe pets are an extension of the family, and we provide resources to help you better support and care for your furry friends.
Paid Pregnancy Medical Leave & Paid Parental Leave
We offer up to 12 weeks of paid medical leave for pregnancy and up to 6 weeks of paid parental leave for spouses, adoption, or foster care placement.
Families come in many forms, and we believe in supporting working parents with appropriate leave.
At-home internet stipend
In our primarily remote work environment, we want to ensure you have the tools and environment needed for success.
Immediate access to a Udemy Business license
As we grow, your professional development is vital to our collective success. Udemy offers our employees unlimited access to online learning resources.
Rewards and incentives for participation in our WellRight Wellness Program
We prioritize your well-being with unlimited monetary incentives through our WellRight Wellness Platform and a $125 Annual Fitness Tracking Equipment Allowance.