Senior Customer Success Manager

November 13

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HealthJoy

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Healthcare Concierge • Telemedicine • Rx Savings • Medical Bill Review • Healthcare AI Chatbot

201 - 500

Description

• Come for the mission. Stay for the experience. • Let’s keep things simple: we are an unbelievably talented, hard-working, and compassionate team driving towards a mission that impacts every single one of us - even you! • Healthcare benefits are complex, underutilized and a mystery for most users. We’re removing that complexity. • Now more than ever, employers are adding value to their employees’ benefits like telemedicine and mental health services. • HealthJoy’s industry-changing tech platform consolidates those benefits into a simplified benefits experience, saving users time and money. • With over $100M in fundraising to date, and the successful closing of our recent Series D, HealthJoy has garnered workplace awards for Inc.’s Fastest Growing Startups and Built In Chicago’s Best Places to Work while growing globally to nearly 400 team members. • We’re continuing down the path of high growth and high impact, and this role is a key member of the Customer Success Team making that happen. • 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 “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 HealthJoy’s largest and most strategic customers. • 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 thought leadership, mentor junior team members, and participate in other activities drawing upon your industry and domain knowledge. • 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. • 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. • Add value across the organization as a subject-matter expert. • Contribute to cross-functional thought leadership initiatives, including partnering with GTM and Product teams to develop podcast, webinar, or other written thought leadership. • 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 employee benefits industry and trends. • 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 largest and most strategic 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. • Your experience. • Benefits experience required. Experience working directly as an HR team member and/or as a benefit consultant strongly preferred. • 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. • Willingness to travel approximately 10-15% to support client book of business with the goal of 1 or more in-person visits per client per year, as well as at a minimum quarterly to Chicago headquarters for internal team meetings, and as needed. Total travel estimated at 15-20%.

Requirements

• Benefits experience required. Experience working directly as an HR team member and/or as a benefit consultant strongly preferred. • 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. • Willingness to travel approximately 10-15% to support client book of business with the goal of 1 or more in-person visits per client per year, as well as at a minimum quarterly to Chicago headquarters for internal team meetings, and as needed. Total travel estimated at 15-20%.

Benefits

• Medical, Dental and vision insurance packages • HSA contribution match • Stock options for eligible roles • 401k match • Paid parental leave • Company sponsored Short Term and Long Term Disability coverage • Flexible PTO