Client Success Manager

Client Success Manager

The CSM will be responsible for cultivating and maintaining strong relationships with a portfolio of core market clients (5k-10K employees), both existing and new, ensuring their success and satisfaction with our products and services. As a trusted advisor, you will work closely with your clients and their brokers/consultants to understand their needs, optimize engagement, and maximize the value they receive from our solutions. You will develop and execute account plans, deliver business reviews, and drive overall customer satisfaction, resulting in customer retention, growth, and advocacy.  

The ideal candidate will possess excellent client management and relationship-building skills. They will be adept at managing multiple workflows in a fast-paced environment, taking initiative and demonstrating ownership, thriving in a collaborative culture, and embracing and navigating ambiguity. A successful CSM will be able to work independently, communicate effectively, and function as a productive member of the Client Success Team. 

Location: Remote | USA | Travel Required

Responsibilities:

• Experience building and maintaining strong relationships with key influencers and decision-makers, effectively navigating, and persuading all levels of an organization. 

• Proven track record of managing client and broker/consultant relationships through onboarding, regular touchpoints, business reviews, and feedback solicitation.
• Expertise in leading complex, multi-faceted projects, and programs.
• Demonstrated success in handling difficult clients or situations, achieving successful outcomes and resolutions.
• Strong verbal and written communication skills, with excellent time management and prioritization abilities.
• Collaborative team player, capable of working effectively within a team environment and cross-functionally.
• Proficient in navigating data and people to find answers.
• Independent and adaptable, thriving in a fast-paced environment.
• Willingness to travel up to 20%.
• Manage client communication for engagement marketing initiatives, including open enrollment events, webinars, mailers, and case studies.
• Ensure company and client objectives, expectations, and goals are met.
• Maximize retention and identify churn risks, as well as upsell and expansion opportunities.
• Clearly articulate the value story, trend drivers, and performance tracking of solutions to clients.
• Maintain accurate data input and hygiene in the customer relationship management system for all assigned clients.
• Take appropriate and timely steps to resolve service issues. 

Requirements:

• Bachelor's degree or equivalent.
• 5+ years of experience of client relationship and/or account management experience within the employee benefits, healthcare, or consulting industry, including at least one startup.
• Willingness to travel.  
• Clear and concise in written and verbal communication, with strong attention to detail.​
• Must be proactive, resourceful, and organized, with the ability to troubleshoot independently, manage a high-volume workload, and prioritize quick, effective communication and expectation management.​
• Skilled in creating effective presentations​.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint); Working knowledge of Salesforce; SharePoint experience a plus. 

Strong Candidates will:

• Excellent communication and presentation skills, with the ability to quickly establish rapport and build sustainable relationships.
• Exceptional project management skills, including goal identification, action step management, and accomplishment tracking.
• Strong problem-solving, judgment, and analytical skills.
• Ability to work under pressure and prioritize competing tasks and responsibilities.
• Demonstrated success in a fast-growing organization.
• Ability to thrive in a matrixed organizational structure.
• Motivated team player with a positive, collaborative attitude. 

 Benefits