Customer Success Manager

About the role

The Customer Success Manager will handle key employer relationships within the Identity Theft Protection team and drive the development, growth, and retention of customers in the IDW book of business. This role serves as the primary point of contact for IDW customers, proactively developing strategies to enhance employee engagement and enrollment growth. The Customer Success Manager collaborates with account executives (new business growth) and customer relations managers (implementations and day-to-day needs) to contribute to the overall growth of the IDW business unit.

Responsibilities

• Manage a book of business and identify strategies for growth and retention of key clients.
• Engage with customer leadership to ensure client satisfaction and create strategies for employee engagement, including conducting product demos, delivering webinars, managing benefit fairs, and ensuring successful open enrollment.
• Lead client renewal negotiations and contract extension processes.
• Conduct frequent client and distribution partner status calls to monitor program progress, identify issues, and engage Equifax and partner teams to resolve them while identifying new opportunities.
• Collaborate with account teams (account executives and client relations managers) to provide feedback and identify trends that support overall business growth.

Requirements

• 5+ years in B2B enterprise account management.
• Understanding of sales, business strategy development, marketing strategies, and end-user engagement.
• Bachelor’s degree in business, marketing, or a similar field (required).
• Experience promoting value through the customer experience.
• Experience working with complex, multi-divisional, multi-geographical customers.

Skills

• Direct experience in the employee benefits arena with benefits brokers or insurance carriers (preferred).
• Experience with identity theft protection or other voluntary benefits (preferred).
• 10-15% travel required.
• Proficient in G-Suite, Salesforce, and Microsoft Office Suite.
• Exceptional ability to communicate and foster positive business relationships.
• Strong project management skills, including the ability to establish milestones and keep team members on task.
• Self-driven and proactive.