Senior Customer Success Manager

Come for the mission. Stay for the experience. Let’s keep things simple: we’re a talented, hard-working and compassionate team driving towards a mission that impacts every single one of us – even you! Healthcare benefits are complex, underutilized and a mystery for most people. That’s why it’s our vision to remove the complexity from being healthy and well. HealthJoy guides employees to affordable, high-quality healthcare by consolidating our clients’ health and wellness strategies into a simple, unified digital experience. This leads to healthier employees and a healthier bottom line. With over $100M in fundraising to date, HealthJoy has garnered workplace awards for Inc.’s Fastest Growing Startups and Built In Chicago’s Best Places to Work while growing globally to over 400 team members. We’re continuing down the path of high growth and high impact, and this role is a key member of the Customer Success team making that happen. 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. Here’s what you could expect in the role. Senior Customer Success Manager Responsibilities 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 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; Customer relationship management is critical in this role as you are keenly aware of pertinent customer updates with regards to key stakeholders, company level changes, and raising awareness before risk to customer health arises; You are able to work cross‑functionally and pull in HealthJoy team members to support you when needed. You are the voice of the customer and act as an advocate for our customers, while providing feedback to relevant internal stakeholders. Peer Leadership and Cross‑Functional Contributions Contribute to cross‑functional initiatives to improve team process, customer experience, and the attainment of revenue and customer health outcomes; Support overall Customer Success team performance, in partnership with people managers, by developing internal domain‑area training, templates, and other tools used by CSMs to improve the team’s overall understanding of the tools to success as a mid‑market CSM; Evangelize customer value across internal cross‑functional teams, advocating for not only what HealthJoy’s customers need in order to be successful today but also in the future given benefit industry trends; Keep an active pulse on the emerging needs of our mid‑market customers and ensure HealthJoy is adapting future strategy and infrastructure to support the success of these clients; Serve as a mentor to more junior team members looking to grow their careers in customer success and employee benefits. Your 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 of an organization (individual contributor through C‑Suite) to achieve desired outcomes. Demonstrated success managing customer retention and account growth within a book of business, or related experience negotiating contracts that would demonstrate proficiency managing commercial negotiations independently. Highly collaborative and influential with your teammates and business partners across the organization to drive results and innovation. Exceptional executive presence and ability to present complex or detailed information in a digestible and actionable manner. Willingness to travel approximately 10‑15% to support client book of business with the goal of 1 or more in‑person visits per client per year, as well as at a minimum quarterly to Chicago headquarters for internal team meetings, and as needed. Total travel estimated at 15‑20%. Total Rewards Job Level: 40 Base Compensation Range for Job Level: 115,000–130,000. This role also includes commission opportunity. HealthJoy offers a rich total rewards package that includes: Medical, Dental and vision insurance packages Stock options for eligible roles Paid parental leave Company‑sponsored Short Term and Long Term Disability coverage Flexible PTO Commitment to Equal Pay At HealthJoy, we are committed to creating a diverse and inclusive workplace where everyone has the opportunity to succeed and thrive. We believe that everyone should be paid based on their qualifications, experience, and the work that they do, and not on their gender, race, or any other personal characteristic. Our compensation practices are essential to fostering a diverse and inclusive culture where we value the contributions of all our employees. We conduct thorough annual reviews of employee pay and our pay practices to ensure we reward the right behaviors and are providing equal pay for equal work. Additionally, we assess the external market and internal equity across like roles. As part of our regular review of pay practices, HealthJoy examines employee pay for potential disparities between persons of different genders, races, and ethnicities that are not explainable by objective factors such as performance, experience, credentials, or location, and is committed to correcting any issues and reviewing practices from unintended outcomes. 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 basis forbidden under federal, state, or local law. We welcome all who meet the qualifications to apply. This role may also be considered for other positions with similar skills. #J-18808-Ljbffr