Note: The job is a remote job and is open to candidates in USA. WellRight is a corporate wellness technology company delivering customizable programs that help organizations improve employee and client well-being. The Customer Success Manager owns a portfolio of mid-market client relationships, driving retention, revenue growth, satisfaction, and advocacy through strategic planning, product expertise, and data-driven guidance.
Responsibilities
- Own and manage a portfolio of mid-market client accounts with full accountability for retention, growth, and satisfaction
- Develop, maintain, and actively execute a comprehensive Growth & Retention Plan for each account, balancing long-term strategy with short-term tactical execution
- Lead clients through a structured success journey using WellRight’s established tools, frameworks, and best practices
- Identify marketplace and industry trends to provide proactive recommendations and strategic insight to clients
- Provide actionable, insight-driven recommendations to support year-round engagement and program success
- Complete monthly client health assessments for every account, leveraging defined success metrics and signals
- Translate health insights into clear best practice strategies to improve engagement, outcomes, and overall client performance
- Ensure all products and services are delivered in alignment with contractual commitments while maintaining high levels of satisfaction
- Deliver ongoing consultative guidance, including business reviews and strategic planning conversations
- Serve as a product expert, maintaining deep knowledge of all platform functionality and capabilities
- Configure platform settings and support program setup as needed to ensure optimal client outcomes
- Conduct system training and education for all user types (admins, end users, stakeholders)
- Clearly communicate and, when appropriate, demo platform features and functionality to reinforce value and drive adoption
- Understand the full scope of WellRight’s capabilities and effectively position solutions to meet client needs
- Identify and execute opportunities for upsell, expansion, and renewal success across assigned accounts
- Own renewal strategy and contribute to contracting processes within the designated CRM system
- Position WellRight as a long-term strategic partner, strengthening retention and revenue growth
- Cultivate strong client advocacy and reference opportunities by consistently delivering measurable value
- Build strong, trust-based relationships with key client stakeholders, including brokers and consultants
- Maintain regular, two-way communication between clients and internal teams, including Product, to inform of enhancements and new opportunities
- Act as the voice of the client internally, ensuring feedback is translated into meaningful improvements
- Serve as a subject matter expert in sales meetings to influence new business and expansion opportunities
- Maintain accurate account data, activity tracking, and planning documentation within CRM systems
- Contribute to team-wide success by sharing insights, best practices, and process improvements
- Actively engage in a culture of curiosity, continuous improvement, efficiency, and effectiveness
- Support cross-functional initiatives that enhance the overall client experience and operational rigor
Skills
- 3+ years of account/project management experience; SaaS and health and wellness experience preferred
- Undergraduate degree required
- Strong strategic thinking with the ability to translate data and insights into actionable client strategies
- Demonstrated ability to manage, retain, and grow a portfolio of client accounts
- Experience leveraging CRM systems (HubSpot, Salesforce, etc.) to manage client lifecycle and commercial activities
- Working proficiency in Excel, including data analysis using pivot tables, sorting, and filtering
- Strong product aptitude with the ability to learn, demonstrate, and configure software solutions
- Excellent communication skills with confidence engaging both day-to-day contacts and executive stakeholders
- Highly organized with the ability to manage multiple priorities and deadlines
- Collaborative team player with a proactive, solutions-oriented mindset
- Ability to travel periodically (~10-15% of the time)
Benefits
- Unlimited PTO and 11 company-paid holidays
- Volunteer Time Off (VTO): scheduled volunteer opportunities or personal volunteer time, at a minimum of 3 hours per quarter
- Flexible work schedule with autonomy and asynchronous work
- Affordable health, dental, and vision options
- Fully covered long-term and short-term disability insurance
- Supplemental life insurance, transit benefits, legal services, identity protection, and pre-tax savings accounts
- 401(k) program matching at 100% with company contributions of up to 4%; all matches are immediately vested
- Access to a comprehensive pet wellness plan reimbursing preventive and routine pet care
- Up to 12 weeks of paid medical leave for pregnancy
- Up to 6 weeks of paid parental leave for spouses, adoption, or foster care placement
- At-home internet stipend
- Immediate access to a Udemy Business license with unlimited online learning resources
- Rewards and incentives for participation in the WellRight Wellness Program, including unlimited monetary incentives through the WellRight Wellness Platform
- $125 annual fitness tracking equipment allowance
Company Overview