Customer Success Manager

About the role

The Customer Success Manager is responsible for leading customer relationships within the benefits administration industry that promotes customer satisfaction, loyalty, retention, and growth. This role works under the supervision of the Director of Customer Success.

Responsibilities

• Serve as the primary point of contact for a portfolio of customers, ensuring seamless onboarding, implementation, and ongoing experience while driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.
• Create and orchestrate ongoing documentation for customer specific processes.
• Educate customers on the PlanSource products and system capabilities, industry best practices, and requirements related to system functionality.
• Maintain strong, consultative relationships with HR, payroll, and benefits stakeholders within the customer’s organization.
• Monitor customer health sentiment and proactively identify risks or opportunities to promote satisfaction.
• Collaborate with internal resources to resolve customer concerns, project work, and ongoing delivery activities.
• Manage and motivate to drive performance amongst support team members aligned to your book of business, with a strong eye toward customer satisfaction, efficiency, and employee engagement.
• Manage Open Enrollment activities to include but not limited to requirements gathering, project management, EDI integration management, and payroll.
• Develop and execute strategic business plans with our customers with a focus on renewing existing business.
• Become an expert in PlanSource’s product offerings and how to position solutions for customers to meet their strategic goals.
• Travel as requested (up to 25%) to visit partners and/or customers, to perform annual stewardship meetings, quarterly business review (QBR) presentations, complete training, and provide sales support.

Requirements

• 8+ years of experience within the Health and Welfare Employee Benefits Administration industry, in an outsourcing environment, servicing clients of various size and complexity.
• Career path that demonstrates consistency, increasing level of responsibility in scope and scale.
• Health and Welfare domain expertise that includes configuration of enrollment technology, employee benefits processes, benefit program requirements, carrier and payroll exchanges, and a firm understanding of benefit services (e.g. Open Enrollment, COBRA, ACA, Call Center, Billing).
• A general understanding of EDI data and file delivery management, including but not limited to requirements gathering, vendor file delivery, 834 and 5010 layouts, troubleshooting, and payroll file processes.

Qualifications

• Strong problem-solving skills with a solution-oriented mindset.
• Demonstrated mastery in project management and leading a team to successful and timely outcomes.
• Data-driven and analytical problem-solving skills to identify trends as well as resolve complex inquiries from your customers and internal stakeholders.
• Ability to manage large complex projects and guide both internal and external resources effectively.
• Strong communication skills with great talent in driving clarity and solutions for customers; demonstrated resourcefulness in setting priorities and guiding investment in people and systems.
• Strong presentation skills with the ability to lead customer meetings and teams with little to no direction.

Skills

• Exceptional data-driven and analytical problem-solving skills to identify trends as well as resolve complex inquiries from your customers and internal stakeholders.
• Ability to manage large complex projects and guide both internal and external resources effectively.
• Strong communication skills with great talent in driving clarity and solutions for customers; demonstrated resourcefulness in setting priorities and guiding investment in people and systems.
• Strong presentation skills with the ability to lead customer meetings and teams with little to no direction.

Benefits

• Comprehensive health coverage with multiple medical plan options - all covering 100% of in-network preventive care.
• Employer-funded Health Savings Account (HSA) - up to $1,000 annually for family coverage.
• Dental & Vision plans with 100% coverage for routine dental care and $250 vision frame allowance, plus employee-only vision premiums at $0.401(k) with immediate vesting and a 50% company match up to 6% of contributions.
• Generous paid parental leave, adoption assistance, and fertility benefits.
• Flexible PTO, paid holidays, a strong culture of work-life balance and Flex Fridays in the summer.
• Mental health & wellbeing support, including Employee Assistance Program (EAP), movement and wellness resources.
• Rewards and recognition programs that celebrate employees through peer recognition, awards, and quarterly recognition initiatives.

Pay

$75,000 - $90,000 annually

Schedule

Full-time, 40 hours per week