Senior Customer Success Manager

HealthJoy•Chicago, IL

17d•Remote

About The Position

HealthJoy's Customer Success Team is leading the charge at HealthJoy to deliver industry-leading outcomes to our customers, with the ultimate goal of driving customer retention and growth. As a Senior Customer Success Manager, you’ll be joining a team of peer leaders and subject-matter experts within the broader Customer Success organization, who provide impact both within a book of designated accounts and at scale. You’ll lead a designated book of business composed of mid-market accounts (approximately 40 logos total). In addition, you’ll play a key role working closely alongside the Customer Success leadership team, other Sr. CSMs, and cross-functionally to help serve as a senior post-sale escalation point, contribute to process and customer success strategy improvements, mentor junior team members, and participate in other activities drawing upon your domain knowledge and expertise. This is a unique opportunity for a seasoned benefits industry professional passionate about delivering customer value, and excited to pivot to a dynamic, fast-paced team, to learn new skills in SaaS while making broad contributions toward HealthJoy’s overall revenue goals.

Requirements

Benefits experience required.
7+ 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 independently.
Highly collaborative and influential with your 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.

Nice To Haves

Experience working directly as an HR team member and/or as a benefit consultant strongly preferred.

Responsibilities

Confidently and independently lead a mid-market book of business.
Confidently and independently own key customer outcomes (product adoption and utilization, net dollar retention, and customer health) for clients within your book of business.
Build strong, consultative relationships with your customers and partners (champion to buyer).
Advise your customers on strategies to optimize adoption across their members, drawing upon your extensive knowledge of HealthJoy’s product and services, benefit industry domain knowledge, and best practices.
By conducting effective ongoing discovery about your customers and their wants and needs, uncover potential upsell and/or other account expansion opportunities, and partner effectively with HealthJoy’s Product Solution Consultant team to effectively position marketplace solutions and ultimately expand account value.
Lead the expansion sales and renewal process for customers within your book of business.
Use your deep understanding of HealthJoy’s value proposition and ROI to position HealthJoy’s value in customer business reviews.
Use best-in-class CRM software and business intelligence tools (Gong, Looker, Gainsight, and others) to proactively dive deep into the performance across your book of business, enabling you not only to provide better thought leadership to your book of business, but also socialize the voice of your customers across internal HealthJoy stakeholders.
Regularly provide product education to your customers, as new features and functionality are released to ensure ongoing awareness and adoption.
Customer relationship management is critical in this role as you are keenly aware of pertinent customer updates with regards to key stakeholders, company level changes, and raising awareness before risk to customer health arises.
You are able to work cross-functionally and pull in HealthJoy team members to support you when needed.
You are the voice of the customer and act as an advocate for our customers, while providing feedback to relevant internal stakeholders.
Contribute to cross-functional initiatives to improve team process, customer experience, and the attainment of revenue and customer health outcomes.
Support overall Customer Success team performance, in partnership with people managers, by developing internal domain-area training, templates, and other tools used by CSMs to improve the team’s overall understanding of the tools to success as a mid-market CSM.
Evangelize customer value across internal cross-functional teams, advocating for not only what HealthJoy’s customers need in order to be successful today but also in the future given benefit industry trends.
Keep an active pulse on the emerging needs of our mid-market customers and ensure HealthJoy is adapting future strategy and infrastructure to support the success of these clients.
Serve as a mentor to more junior team members looking to grow their careers in customer success and employee benefits.