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HealthJoy · 1 month ago

Manager, Customer Success

United States

Full-time

Remote

Mid, Senior Level

$120K/yr - $150K/yr

7+ years exp

HealthJoy is a company focused on simplifying healthcare benefits for employees through a unified digital experience. The Manager, Customer Success will lead a team to drive customer retention, satisfaction, and growth in the East region, while overseeing revenue goals and ensuring team performance in achieving key customer outcomes.

Artificial Intelligence (AI)Employee BenefitsHealth CareHospitalMedical

Responsibilities

Lead a team of up to 5-8 individual contributors to own key customer outcomes including product adoption and utilization, gross dollar retention, upsell, and customer health for clients within their book of business

Oversee renewal sales across your sales region, ensuring consistent execution across accounts and partnering with Sales/Finance where needed

Drive revenue goal achievement across your team through regular coaching on upsell and expansion best practices, joining customer calls to support account expansion efforts, reviewing pipeline with direct reports, and ensuring your team has the support needed to move deals through the sales cycle

Support your team in executing risk management and expansion strategies, particularly in managing broker relationships that are critical to HealthJoy’s growth strategy

Regularly forecast revenue retention risk and upside opportunity with accuracy and confidence

Run weekly pipeline reviews with your sales region to ensure fidelity to HealthJoy’s renewal and upsell sales processes, as well as pipeline hygiene

Use data-driven approaches to continuously coach your team to optimize performance and support career growth

Develop and grow your team's skills through joining your team in the field regularly, performance coaching, and professional development planning

Create a culture of continuous learning by identifying skill gaps, providing targeted training, and mentoring team members to advance their careers

Conduct performance reviews, set clear expectations, and provide constructive feedback to help team members reach their full potential

Foster a collaborative, high-performance team environment that drives both individual success and collective revenue goals

Leverage your deep benefits domain knowledge to support your team in positioning HealthJoy's value during customer business reviews and other high priority touchpoints throughout the customer lifecycle

Partner with Customer Operations and Sales leadership team members to translate high-level organizational objectives (product adoption, customer health, etc.) into tangible, actionable playbooks for your team

Build strong, consultative relationships across functions (Product, Commercial teams, etc.) to communicate customer needs throughout the organization

Act as a champion for customers utilizing our AI driven features (e.g., predictive analytics, automation tools). Guide customers on how to optimally integrate these features into their workflows to maximize their ROI and business outcomes

Systematically capture and translate customer feedback regarding AI model performance, feature usability, and data output into actionable requirements for the Product and Engineering teams

Utilize best-in-class CRM software and business intelligence tools (Gong, SFDC, Looker, Gainsight, and others) to proactively analyze performance across your book of business and drive continuous improvement

Qualification

Benefits experienceCustomer relationship managementRevenue managementTeam leadershipData-driven decision-makingCoachingPerformance managementCross-functional collaborationConsultative approachAmbassador for innovationExceptional executive presenceInfluentialGrowth mindsetCollaborative

Required

Benefits experience required

Experience selling to / partnering with benefit consultant teams as part of achieving you and your team's goals

Minimum of seven (7)+ years of customer-facing account leadership or related experience demonstrating a high degree of skill in serving as a trusted advisor

Minimum of two (2)+ years of direct people management experience including coaching, performance management, and team development, including managing a team toward attainment of revenue goals

Proven success managing renewal across a large book of business, specifically in small business, ideally within a recurring revenue model

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, specifically identifying expansion opportunities, managing pipeline, and driving the sales process

Highly collaborative and influential with your teammates and business partners across the organization to drive results and innovation

Candidates must possess the technical acumen to discuss the inputs, outputs, and business implications of AI with users ranging from analysts to C-level executives

Exceptional executive presence and ability to present complex or detailed information in a digestible and actionable manner

Willingness to travel approximately 20% 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%