Customer Success Manager

HealthJoy•Chicago, IL

16d•Remote

About The Position

HealthJoy is a healthtech company focused on removing complexity from healthcare. They guide employees to affordable, high-quality healthcare by consolidating clients' health and wellness strategies into the HealthJoy Benefits OS, a unified digital experience. With significant funding and workplace awards, HealthJoy is experiencing high growth and impact. The Customer Success Team is crucial for delivering industry-leading outcomes, driving customer retention and growth. This role is a key member of that team, leading a designated book of business aligned with HealthJoy’s strategic broker partners. It's an opportunity for a benefits industry professional passionate about customer value in a dynamic, fast-paced environment, driving HealthJoy’s revenue goals through proactive account management, strategic expansion, and retention efforts.

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 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 a "hunter" mindset for identifying expansion opportunities within a "farmer" role.
Highly collaborative and influential with teammates and business partners across the organization.
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, and at a minimum quarterly to Chicago headquarters for internal team meetings.

Nice To Haves

Naturally AI-forward and data-driven team members are valued.

Responsibilities

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 by aligning HealthJoy’s marketplace solutions with customer needs.
Demonstrate mastery of the full sales cycle within your book of business, partnering with Product Solutions Consultants and senior leaders to conduct deep discovery, map challenges to HealthJoy solutions, and drive deals forward.
Build strong, consultative relationships across all levels of a customer organization, from day-to-day champions to C-Suite stakeholders.
Act as the primary external point of contact for escalations, resolving complex issues with urgency and a calm, solution-oriented mindset.
Serve as the main point of contact for customers on strategies to optimize adoption across their members, leveraging knowledge of HealthJoy’s product, services, benefit industry, and best practices.
Partner effectively with HealthJoy’s Product Solution Consultant team to position marketplace solutions and expand account value.
Leverage AI and software to proactively analyze performance across the book of business, providing thought leadership and socializing customer feedback internally.
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 strategic partner.