Customer Success Manager

HealthJoy•Chicago, IL

18d•$100,000 - $110,000•Remote

About The Position

HealthJoy is a fast-growing healthtech company with a mission to simplify healthcare. We use proprietary technology and a data-driven approach to guide employees to affordable, high-quality healthcare by consolidating clients' health and wellness strategies into the HealthJoy Benefits OS. With over $100M in fundraising and recognition as one of Inc.'s Fastest Growing Startups and Built In Chicago’s Best Places to Work, we are a global team of over 300 members focused on high growth and high impact. The Customer Success Team is crucial in driving industry-leading outcomes, customer retention, and growth. This role is a key member of this team, focusing on strategic broker partners and delivering exceptional customer value in a dynamic, fast-paced environment.

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 information in a digestible and actionable manner.
Willingness to travel approximately 15-20% to support client book of business and a minimum quarterly to Chicago headquarters for internal team meetings.

Nice To Haves

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

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.
Demonstrate mastery of 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 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 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, 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 for business reviews and relationship deepening.