Client Success Manager

Join our team as a Client Success Manager, where you will be responsible for cultivating and maintaining strong relationships with a portfolio of clients. You will work closely with clients and their brokers/consultants to understand their needs, optimize engagement, and maximize the value they receive from our solutions. Your role will involve developing and executing account plans, delivering business reviews, and driving overall customer satisfaction. You will also manage client communication for engagement marketing initiatives and collaborate cross-functionally within a team environment.

• Cultivating and maintaining strong relationships with a portfolio of clients, ensuring their success and satisfaction with products and services.
• Developing and executing account plans, delivering business reviews, and driving overall customer satisfaction, resulting in customer retention, growth, and advocacy.
• Managing client and broker/consultant relationships throughout the client lifecycle, ensuring regular touchpoints and proactive feedback solicitation.
• INCLUSION is a core tenant of your personal beliefs. A diverse and inclusive environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with
• You thrive in a Team Environment. Collaboration is key in innovation and creating change
• You use LOGIC in your decision making and understand that progress is critical to making change. You focus on the execution of your content while balancing a fast-paced environment and you take the time to celebrate both the small & big wins
• Integrity guides you in life. Focusing on the TRUTH vs. giving people the answers they want to hear
• You have the GRIT, drive and ambition to tackle big problems. Big problems require big ideas and a team that supports new ideas
• You care deeply for your customers are driven to keep HUMANITY in all decisions. Your customers aren’t just the individuals using your product. They are the driving factor in your motivation to make a change
• 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
• Proficiency in Microsoft Office (Excel, Word, PowerPoint); Working knowledge of Salesforce; SharePoint experience a plus
• 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 up to 20%
• 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
• Independent and adaptable, thriving in a fast-paced environment
• Ability to work under pressure and prioritize competing tasks and responsibilities
• Strong problem-solving, judgment, and analytical skills
• Ability to thrive in a matrixed organizational structure
• Motivated team player with a positive, collaborative attitude