Customer Success Manager

MSA - The Safety Company

4h•$70,000 - $95,000•Remote

About The Position

Most CSM roles ask you to "drive adoption" and "ensure satisfaction." This one asks you to transform program data into boardroom-ready ROI stories that influence how top companies leverage employee financial wellness to realize a competitive advantage. If you've been managing client relationships at a surface level and want to operate strategically, connecting member outcomes to business metrics that executives actually care about, keep reading. What Makes This Role Different You'll Own Outcomes, Not Just Activities This isn't about merely logging touches in HubSpot or hosting generic check-in calls. You'll own a portfolio of approximately 20 high-value client relationships, with full accountability for retention, member utilization growth, and revenue expansion. You'll design quarterly business reviews that clients actually look forward to. You'll identify the key engagement levers that move the needle for each account. You'll partner with internal teams to deliver remarkable outcomes. You'll Work at the Executive Level Your clients include Benefits Directors, HR VPs, and other Account Executives at major corporations. These professionals care deeply about turnover reduction, healthcare cost containment, and retirement readiness for the employees they lead. Your job is translating member outcomes (debt reduction, credit improvement, savings growth) into the business language these executives speak. This requires strategic thinking, business acumen, and the level of executive presence that comes with experience. You'll Shape How We Operate We're evolving our client success function, and your expertise will inform how we work. You'll bring proven frameworks—client health scoring, renewal risk assessment, expansion opportunity identification—and adapt them to our business model. You'll have meaningful autonomy to implement what works based on your experience. How You Might Structure Your Week Monday-Tuesday: Strategic Portfolio Management Review client health data in HubSpot, prioritize accounts needing intervention, conduct client calls, plan quarterly business reviews. You're triaging, strategizing, and making judgment calls about where to invest time. Wednesday-Thursday: Client Engagement & Collaboration Host QBRs, present ROI analysis, troubleshoot program challenges, collaborate with Education/Coaching/Product teams to solve client needs. You're the client advocate internally and MSA's strategic advisor externally. Friday: Planning & Process Development Document what's working, refine your approach, update forecasts, plan for next week. You're building repeatable systems that scale. Monthly: Executive-level presentations, renewal negotiations, expansion opportunity identification with Growth team partnership. You'll manage 20ish client relationships with high average annual contract value. High-touch, strategic accounts, not transactional volume plays.

Requirements

Managed complex B2B client relationships for 5+ years (benefits, HR tech, financial services, or SaaS preferred)
Presented to senior leadership and executive audiences and can translate technical/program details into business impact
Owned retention and expansion targets with proven track record of 90%+ retention
Built client success frameworks (health scoring, renewal processes, QBR formats) that you can adapt to new contexts
Used CRM platforms strategically (HubSpot experience preferred) to drive decisions, not just track activity
Operated with autonomy in environments where you defined the "how" based on clear "what" objectives

Responsibilities

Own a portfolio of approximately 20 high-value client relationships, with full accountability for retention, member utilization growth, and revenue expansion.
Design quarterly business reviews that clients actually look forward to.
Identify the key engagement levers that move the needle for each account.
Partner with internal teams to deliver remarkable outcomes.
Translate member outcomes (debt reduction, credit improvement, savings growth) into the business language these executives speak.
Bring proven frameworks—client health scoring, renewal risk assessment, expansion opportunity identification—and adapt them to our business model.
Review client health data in HubSpot, prioritize accounts needing intervention, conduct client calls, plan quarterly business reviews.
Host QBRs, present ROI analysis, troubleshoot program challenges, collaborate with Education/Coaching/Product teams to solve client needs.
Document what's working, refine your approach, update forecasts, plan for next week.
Executive-level presentations, renewal negotiations, expansion opportunity identification with Growth team partnership.