Customer Success Manager

About the role

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 Customer Success Manager, you’ll lead a designated book of business aligned to HealthJoy’s most strategic broker partners.

Responsibilities

• Confidently and independently own key outcomes for your book of business, including product adoption, utilization, Net Dollar Retention (NDR), and overall customer health.
• Lead the end-to-end renewal and expansion sales process. Identify, negotiate, and close upsell opportunities by aligning HealthJoy’s marketplace solutions with customer needs.
• Demonstrate mastery of the full sales cycle within your book of business. Partner with Product Solutions Consultants and other senior leaders to conduct deep discovery to uncover pain points, map those challenges to HealthJoy solutions, and move deals forward by confidently asking for the close and defining clear, actionable next steps.
• Build strong, consultative relationships across all levels of a customer organization—from day-to-day champions to C-Suite stakeholders. Be comfortable having direct, high-stakes conversations to drive alignment and value.
• Act as the primary external point of contact for escalations. Remain poised under pressure, resolving complex issues with a sense of urgency and a calm, solution-oriented mindset.
• Serve as the main point of contact for 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; and partner effectively with HealthJoy’s Product Solution Consultant team to effectively position marketplace solutions and ultimately expand account value.
• Leverage AI (Claude, Gemini) and best-in-class software 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.
• Maintain a high level of attention to detail regarding customer contracts, health scores, and stakeholder updates, ensuring no risk goes unnoticed.
• Travel to meet with customers and their brokers throughout the year to conduct business reviews, deepen relationships, and solidify HealthJoy’s position as a long-term strategic partner.

Requirements

• Benefits experience required.
• Experience working in benefits technology, health insurance or wellness technology is a great background for this role!
• Minimum 4-5 years of customer-facing account leadership or related experience demonstrating a high degree of skill in serving as a trusted advisor.
• 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 with limited oversight.
• Commercial Acumen: Proven ability to navigate a sales process, including overcoming objections, managing procurement/legal hurdles, and a "hunter" mindset for identifying expansion opportunities within a "farmer" role.
• 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 15-20% to support client book of business, as well as at a minimum quarterly to Chicago headquarters for internal team meetings as needed.

Qualifications

• Strategic and results-oriented approach to partnering with customers at all levels of an organization (individual contributor through C-Suite) to achieve desired outcomes.
• Proven ability to navigate a sales process, including overcoming objections, managing procurement/legal hurdles, and a "hunter" mindset for identifying expansion opportunities within a "farmer" role.
• Exceptional executive presence and ability to present complex or detailed information in a digestible and actionable manner.
• Willingness to travel approximately 15-20% to support client book of business, as well as at a minimum quarterly to Chicago headquarters for internal team meetings as needed.

Skills

• Strong communication and interpersonal skills.
• Ability to manage multiple priorities and deadlines.
• Proficiency in CRM tools and software.
• Knowledge of health insurance and benefits administration.
• Ability to build and maintain strong relationships with clients and partners.
• Strong analytical and problem-solving skills.

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.

Pay

Base Compensation Range for Job Level: $100,000 - 110,000 annually, plus opportunity for comissions. The cash compensation above includes base salary only. Certain roles are eligible for additional cash incentives such as commission, annual bonus targets, overtime pay or other variable incentives.

Schedule

Remote-first employer. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.