Senior Customer Success Manager

About HealthJoy

HealthJoy's mission is to remove the complexity from being healthy and well by consolidating clients' health and wellness strategies into a simple, unified digital experience. This approach leads to healthier employees and a healthier bottom line for employers. With over $100M in fundraising, HealthJoy has received numerous workplace awards and is growing globally. We are a talented, hard-working, and compassionate team driving towards a mission that impacts everyone.

Your Impact

The Customer Success Team at HealthJoy is dedicated to delivering industry-leading outcomes, driving customer retention and growth. As a Senior Customer Success Manager, you will join a team of peer leaders and subject-matter experts, providing impact both within a designated book of accounts and at scale. You will lead a portfolio of approximately 40 mid-market accounts and play a key role in serving as a senior post-sale escalation point, contributing to process and strategy improvements, mentoring junior team members, and leveraging your domain knowledge.

This is a unique opportunity for a seasoned benefits industry professional passionate about customer value and excited to pivot to a dynamic, fast-paced team to learn new skills in SaaS while making broad contributions toward HealthJoy’s overall revenue goals.

Responsibilities

Confidently and independently lead a mid-market book of business:

• Own key customer outcomes (product adoption and utilization, net dollar retention, and customer health) for clients within your book of business.
• Build strong, consultative relationships with customers and partners (champion to buyer).
• Advise customers on strategies to optimize adoption, leveraging extensive product knowledge, benefit industry domain expertise, and best practices.
• Uncover potential upsell and account expansion opportunities through effective discovery, partnering with Product Solution Consultants to position marketplace solutions.
• Lead the expansion sales and renewal process for customers in your book of business.
• Position HealthJoy’s value and ROI in customer business reviews.
• Utilize CRM and business intelligence tools (Gong, Looker, Gainsight) to analyze performance across your book of business, providing thought leadership and socializing the voice of the customer internally.
• Regularly provide product education to customers as new features are released.
• Manage customer relationships by staying keenly aware of pertinent customer updates, key stakeholders, company changes, and proactively identifying risks to customer health.
• Work cross-functionally, pulling in HealthJoy team members to support as needed; act as the voice of the customer and advocate internally.

Add value across the organization as a peer leader and senior-level contributor:

• Contribute to cross-functional initiatives to improve team process, customer experience, and revenue/customer health outcomes.
• Support overall Customer Success team performance by developing internal domain-area training, templates, and tools for mid-market CSMs.
• Evangelize customer value across internal cross-functional teams, advocating for current and future customer needs based on benefit industry trends.
• Monitor emerging needs of mid-market customers and ensure HealthJoy adapts strategy and infrastructure accordingly.
• Serve as a mentor to more junior team members pursuing careers in customer success and employee benefits.

Experience

• Benefits experience required. Experience working directly as an HR team member and/or as a benefit consultant strongly preferred.
• 7+ years of customer-facing account leadership or related experience demonstrating a high degree of skill in serving as a trusted advisor.
• Strategic and results-oriented approach to partnering with customers at all levels to achieve desired outcomes.
• Demonstrated success managing customer retention and account growth within a book of business, or related experience negotiating contracts.
• Highly collaborative and influential with teammates and business partners to drive results and innovation.
• Exceptional executive presence and ability to present complex information digestibly and actionably.
• Willingness to travel approximately 10-15% to support client book of business (1+ in-person visits per client per year), and at least quarterly to Chicago headquarters for internal team meetings, plus as needed. Total travel estimated at 15-20%.

Total Rewards

• Job Level: 40
• Base Compensation Range: $115,000-$130,000 (plus commission opportunity).
• Compensation is determined by skills, experience, qualifications, role responsibilities, market data, and company performance.
• HealthJoy is a remote-first employer. The disclosed range estimate has not been adjusted for geographic differentials.
• Comprehensive Benefits Package:
• Medical, Dental, and Vision insurance
• HSA contribution match
• Stock options for eligible roles
• 401k match
• Paid parental leave
• Company-sponsored Short Term and Long Term Disability coverage
• Flexible PTO

Commitment to Equity in the Workplace

HealthJoy is committed to creating a diverse and inclusive workplace where everyone can succeed. We believe in equitable pay based on qualifications, experience, and work performed. Compensation practices are reviewed annually to ensure fairness and alignment with market data and internal equity. We are committed to correcting any disparities and ensuring unintended outcomes are addressed.

Commitment to Equal Opportunity

HealthJoy is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other protected status. Don’t meet every single requirement? Please don’t hesitate to apply – we’d love to hear from you. We encourage you to apply if you’re excited about this role and HealthJoy.