This is a Fully Remote Job
About Our Client:
The organization operates in the employee benefits industry, addressing the challenge of making personal and financial wellness benefits more accessible and user-friendly. It focuses on improving the benefits experience through user-centric design and innovative technology, offering a highly rated health savings account (HSA) and a broad range of benefits and services for companies, consumers, and financial institutions. The company functions as a remote-first entity with employees across the United States, emphasizing simplifying benefits usage.
About the Opportunity:
The CUSTOMER SUCCESS MANAGER role is designed to enhance customer loyalty and value by providing dedicated and consultative support to employer clients. This position manages a portfolio of employer customers, ensuring exceptional onboarding and ongoing service throughout their lifecycle. The role contributes significantly to the organization by fostering strong client relationships, driving customer retention, and supporting growth through cross-selling and revenue generation.
Responsibilities:
Serve as the primary contact for assigned customer accounts.
Assist customers in using modern tools, including AI-powered solutions, to improve benefit administration and reporting.
Drive revenue growth by cross-selling additional products to existing customers.
Lead onboarding and implementation processes from signup to account funding.
Maintain relationships with customers’ third-party vendors, benefits consultants, and brokers.
Conduct regular meetings with customers and brokers as needed.
Educate customers on benefit enrollment, payroll, and reporting configurations.
Provide ongoing support for enrollment and contribution processing.
Respond to employer inquiries within one to two business days.
Collaborate across teams to resolve customer issues and identify trends to inform product and operations.
Report reproducible product issues using Jira.
Manage bulk asset transfers from other HSA providers.
Requirements:
Minimum of four years in customer success, implementation, account management, or related roles.
Proven experience in delivering high-level B2B customer support.
Ability to manage high customer volume during peak Open Enrollment periods.
Experience with upselling, cross-selling, and meeting revenue targets.
Strong project management, organizational, interpersonal, and communication skills.
Exceptional attention to detail.
Adaptable and flexible working style suited to fast-paced environments.
Proficiency in Microsoft Office and Salesforce.
Demonstrated use of AI tools and automation to enhance customer experience and workflow efficiency.
Tech-savvy with a willingness to adopt and promote new technologies.
Pay Range and Compensation Package:
The base salary range for this position is $70,000 to $90,000 USD, with actual pay depending on location and experience.
Benefits & Perks:
Medical, dental, and vision insurance.
Life and disability coverage.
Health savings account with employer contributions.
Flexible spending account.
Paid parental leave.
Medical travel benefits.
401(k) plan.
Flexible vacation policy.
Lifestyle spending accounts.
Equal Opportunity Statement:
Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.