Senior Customer Success Manager

As a Senior Customer Success Manager, you will manage a portfolio of customers, reporting directly to our Head of Customer Operations, Aileen Palmer. We are hiring two Senior Customer Success Managers: one to support our SMB customer segment and one to support our Midmarket customer segment. While both roles share the same core responsibilities, the size and complexity of the assigned book of business will vary.

You will be responsible for managing and nurturing client relationships to ensure customer satisfaction, retention, and growth.

This role involves working closely with customers to understand their needs, providing tailored solutions, and ensuring they derive maximum value from our products. Depending on your experience and assigned portfolio, you'll partner with organizations ranging from growing SMBs to more complex midmarket customers. In addition to owning a book of business, the Senior Customer Success Manager will contribute to the continuous improvement of our processes by collaborating with Product, Sales, Engineering, Support, and Strategic Alliances teams.

It's an exciting time to join our Customer Success team as we continue to grow. This is a fantastic opportunity to shape and influence customer success processes while working with an innovative team. Whether your experience is managing high-volume SMB accounts or building strategic partnerships with mid-market customers, we'd love to hear from you!

- Manage a portfolio of SMB and/or mid-market clients through all stages of the customer lifecycle, from onboarding to ongoing success planning

- Drive admin platform education and adoption by providing regular check-ins, product training, and best practice guidance

- Identify growth opportunities within your accounts and collaborate with sales on upsell and expansion strategies

- Monitor customer health metrics and proactively address at-risk accounts

- Gather and communicate customer feedback to product and engineering teams to help shape our roadmap

- Develop scalable processes and resources tailored to the unique needs of SMB clients

- You are relationship-focused and enjoy helping customers achieve their goals

- You're organized and efficient, able to manage multiple accounts simultaneously while providing personalized service

- You're a clear communicator who can translate product features into business benefits

- You're adaptable and thrive in a fast-paced startup environment

- 3-6 years of experience in customer success or account management in SaaS, startup, healthcare, or the benefits space

- Proven track record of managing and growing SMB and/or midmarket customer accounts

- Demonstrated ability to analyze data and business insights to influence stakeholder decision-making

- Ability to interact with customer teams at various levels of technical and non-technical depth, and across multiple levels from end users through C-level stakeholders

- Experience working with cross-functional teams and communicating common customer behaviors to the sales, marketing, and product teams