Customer Success Manager

HealthJoy•Chicago, IL

16h•$100,000 - $110,000•Remote

About The Position

HealthJoy is a remote-first company focused on simplifying healthcare benefits through its proprietary technology, the HealthJoy Benefits OS. With a mission to remove complexity from being healthy and well, HealthJoy guides employees to affordable, high-quality healthcare. The company has secured over $100M in funding and has been recognized with workplace awards. HealthJoy is experiencing high growth and impact, and the Customer Success team is crucial in driving customer retention and growth. This role is a key member of that team, focusing on delivering industry-leading outcomes to customers.

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 (individual contributor through C-Suite) to achieve desired outcomes.
Demonstrated success managing customer retention and account growth within a book of business, or related experience negotiating contracts that would demonstrate proficiency managing commercial negotiations with limited oversight.
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 to drive results and innovation.
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

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.
Partner with Product Solutions Consultants and other senior leaders to conduct deep discovery to uncover pain points, map those challenges to HealthJoy solutions, and move deals forward by confidently asking for the close and defining clear, actionable next steps.
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, remaining poised under pressure, resolving complex issues with a sense of urgency and a calm, solution-oriented mindset.
Serve as main point of contact for customers on strategies to optimize adoption across their members, drawing upon knowledge of HealthJoy’s product and services, benefit industry domain knowledge, and best practices.
Partner effectively with HealthJoy’s Product Solution Consultant team to effectively position marketplace solutions and ultimately expand account value.
Leverage AI (Claude, Gemini) and best-in-class software to proactively dive deep into the performance across your book of business, enabling thought leadership and socializing customer feedback internally.
Maintain a high level of attention to detail regarding customer contracts, health scores, and stakeholder updates, ensuring no risk goes unnoticed.
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.