Customer Success Manager

HealthJoy•Chicago, IL

10d•Remote

About The Position

HealthJoy is a remote-first company focused on simplifying healthcare benefits through its proprietary technology, the HealthJoy Benefits OS. The company aims to guide employees to affordable, high-quality healthcare, leading to healthier employees and a healthier bottom line. With significant funding and recognition as a top workplace, HealthJoy is experiencing high growth and impact. The Customer Success Team plays a crucial role in delivering industry-leading outcomes, driving customer retention and growth. This role is key to achieving these goals.

Requirements

Benefits experience required.
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 to achieve desired outcomes.
Demonstrated success managing customer retention and account growth within a book of business, or related experience negotiating contracts.
Proven ability to navigate a sales process, including overcoming objections, managing procurement/legal hurdles, and identifying expansion opportunities.
Highly collaborative and influential with teammates and business partners.
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

Experience working in benefits technology, health insurance or wellness technology is a great background for this role!

Responsibilities

Lead a designated book of business aligned to HealthJoy’s most strategic broker partners.
Drive HealthJoy’s revenue goals through proactive account management, strategic expansion, and world-class retention efforts.
Confidently and independently own key outcomes for your 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.
Partner with Product Solutions Consultants and other senior leaders to conduct deep discovery, map challenges to HealthJoy solutions, and move deals forward.
Build strong, consultative relationships across all levels of a customer organization, including C-Suite stakeholders.
Act as the primary external point of contact for escalations, resolving complex issues with a sense of urgency and a calm, 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.
Socialize the voice of customers across internal HealthJoy stakeholders.
Maintain a high level of attention to detail regarding customer contracts, health scores, and stakeholder updates.
Travel to meet with customers and their brokers throughout the year to conduct business reviews, deepen relationships, and solidify HealthJoy’s position as a long-term strategic partner.