Senior Customer Success Manager

Your impact.

HealthJoy’s Customer Success Team is leading the charge at HealthJoy to deliver industry-leading outcomes to our customers, with the ultimate goal of driving customer retention and growth.

As a Senior Customer Success Manager, you’ll be joining a team of peer leaders and subject-matter experts within the broader Customer Success organization, who provide impact both within a book of designated accounts and at scale.

You’ll lead a designated book of business composed of mid-market accounts (approximately 40 logos total). In addition, you’ll play a key role working closely alongside the Customer Success leadership team, other Sr. CSMs, and cross-functionally to help serve as a senior post-sale escalation point, contribute to process and customer success strategy improvements, mentor junior team members, and participate in other activities drawing upon your domain knowledge and expertise.

This is a unique opportunity for a seasoned benefits industry professional passionate about delivering 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.

What you could expect in the role.

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

• Confidently and independently 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 your customers and partners (champion to buyer);
• Advise your customers on strategies to optimize adoption across their members, drawing upon your extensive knowledge of HealthJoy’s product and services, benefit industry domain knowledge, and best practices;
• By conducting effective ongoing discovery about your customers and their wants and needs, uncover potential upsell and/or other account expansion opportunities, and partner effectively with HealthJoy’s Product Solution Consultant team to effectively position marketplace solutions and ultimately expand account value;
• Lead the expansion sales and renewal process for customers within your book of business;
• Use your deep understanding of HealthJoy’s value proposition and ROI to position HealthJoy’s value in customer business reviews;
• Use best-in-class CRM software and business intelligence tools (Gong, Looker, Gainsight, and others) to proactively dive deep into the performance across your book of business, enabling you not only to provide better thought leadership to your book of business, but also socialize the voice of your customers across internal HealthJoy stakeholders.
• Regularly provide product education to your customers, as new features and functionality are released to ensure ongoing awareness and adoption;
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