Senior Customer Success Manager

Senior Customer Success Manager

Hi, we're Healthee. We're on a mission to make healthcare easy for everyone. Our AI-powered platform helps employees understand, navigate, and optimize their healthcare benefits — transforming how people access and manage care.

We're looking for a Senior Customer Success Manager to own and grow a book of small and mid-market employer accounts. You'll be the primary relationship owner — responsible for retention, adoption, and expansion — while serving as the internal voice of your clients across product, operations, and leadership.

This role reports directly to the VP of Client Services.

Responsibilities:

• Own a portfolio of 50–60 direct-to-employer accounts, serving as the primary point of contact for day-to-day needs, escalations, and strategic conversations
• Monitor and proactively manage account health, identifying risks early and driving resolution before they become problems
• Partner with the Implementation team during onboarding to support communication strategy, training, and early engagement — while establishing long-term success criteria and operating cadence from day one
• Collaborate with marketing on ongoing engagement strategies that drive platform awareness and adoption throughout the client lifecycle
• Run regular business reviews with HR and benefits stakeholders, covering outcomes, challenges, and roadmap alignment
• Identify and develop expansion opportunities within your book
• Build and maintain success plans that evolve with your clients' needs and business objectives
• Represent the client internally — surface feedback that shapes product priorities and service delivery