Customer Success Manager

About HealthJoy

HealthJoy is on a mission to simplify healthcare benefits, making them accessible and understandable for everyone. By consolidating health and wellness strategies into a unified digital experience, HealthJoy empowers employees to navigate their benefits effectively, leading to healthier individuals and stronger organizational outcomes. With over $100M in funding and accolades like Inc.'s Fastest Growing Startups, HealthJoy is a leader in healthtech innovation.

Your Impact

The Customer Success Team at HealthJoy is at the forefront of delivering exceptional outcomes to clients, focusing on driving customer retention and growth. As a Customer Success Manager, you will manage a dedicated portfolio of strategic broker partnerships, acting as a vital driver of HealthJoy's revenue objectives through proactive account management, strategic expansion initiatives, and world-class retention efforts.

Responsibilities

• Strategic Book Management: Own key outcomes for your assigned book of business, including product adoption, utilization, Net Dollar Retention (NDR), and overall customer health.
• Full-Cycle Revenue Ownership: Lead the end-to-end renewal and expansion sales process, identifying, negotiating, and closing upsell opportunities by aligning HealthJoy's marketplace solutions with customer needs.
• Sales Cycle Execution: Master the full sales cycle within your book of business, partnering with Product Solutions Consultants and senior leaders to conduct deep discovery, map challenges to solutions, and drive deals to closure.
• Executive Presence: Cultivate strong, consultative relationships across all organizational levels, from day-to-day champions to C-Suite stakeholders, by engaging in direct, high-stakes conversations.
• Crisis Management & Poise: Serve as the primary external point of contact for escalations, maintaining composure under pressure and resolving complex issues with urgency and a solution-oriented mindset.
• Strategic Advisement: Act as the main point of contact for customers on strategies to optimize member adoption, leveraging deep knowledge of HealthJoy's products, services, and benefits industry best practices. Partner effectively with the Product Solution Consultant team to position marketplace solutions and expand account value.
• Data-Driven Leadership: Utilize AI tools (Claude, Gemini) and software to proactively analyze performance across your book of business, providing thought leadership to clients and socializing customer feedback internally.
• Meticulous Execution: Maintain high attention to detail regarding customer contracts, health scores, and stakeholder updates to identify and mitigate risks.
• On-the-Road Partnership: Travel up to 15-20% to meet with customers and their brokers for business reviews, relationship building, and solidifying HealthJoy's strategic partnership. We encourage local team members to come into the office on Wednesdays for collaboration.

Requirements

• Benefits Experience: Required. Experience in benefits technology, health insurance, or wellness technology is highly advantageous.
• Account Leadership: Minimum 4-5 years of customer-facing account leadership or related experience, demonstrating strong skills as a trusted advisor.
• Strategic Partnership: Proven ability to partner strategically with customers at all organizational levels to achieve desired outcomes.
• Retention & Growth: Demonstrated success in managing customer retention and account growth within a book of business, including experience with commercial negotiations.
• Commercial Acumen: Ability to navigate sales processes, overcome objections, manage procurement/legal hurdles, and possess a "hunter" mindset for expansion opportunities within a "farmer" role.
• Collaboration: Highly collaborative and influential with teammates and business partners to drive results and innovation.
• Executive Presence: Exceptional ability to present complex information in a digestible and actionable manner.
• Travel: Willingness to travel approximately 15-20% for client meetings and quarterly to Chicago headquarters for internal team meetings.

Total Rewards

• Job Level: 30
• Base Compensation Range: $100,000 - $110,000 Annually
• Incentives: Potential for additional cash incentives (commission, annual bonus targets, overtime pay).
• Compensation Strategy: HealthJoy employs a comprehensive strategy for determining compensation based on individual skills, experience, role demands, market data, and company performance.
• Remote-First: HealthJoy is a remote-first employer. The disclosed range is not adjusted for geographic differentials.
• Equity: Stock options for eligible roles.
• Retirement: 401k match.
• Health & Wellness: Medical, Dental, and Vision insurance; HSA contribution match; Company-sponsored Short Term and Long Term Disability coverage.
• Time Off: Flexible PTO.
• Family Support: Paid parental leave.

Commitment to Equal Pay

HealthJoy is committed to fostering a diverse and inclusive workplace where compensation is based on qualifications, experience, and work performed, ensuring equal pay for equal work. Regular reviews are conducted to maintain fairness and address potential disparities.