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 “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 HealthJoy’s largest and most strategic customers. 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 thought leadership, mentor junior team members, and participate in other activities drawing upon your industry and domain knowledge. 

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.

• 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 
• 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. 

Add value across the organization as a subject-matter expert. 

• Contribute to cross-functional thought leadership initiatives, including partnering with GTM and Product teams to develop podcast, webinar, or other written thought leadership;
• 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 employee benefits industry and trends;
• 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 largest and most strategic 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: $100,000-120,000 Base Variable 

HealthJoy maintains a comprehensive strategy to determine rewarding and competitive packages for individual compensation for new hires, internal promotions and internal job changes. This strategy is based on several factors unique to each individual, including: 1) the skills, experience and qualifications of the individual; 2) the responsibilities and demands of the role; 3) analysis of external market data; and 4) company budget and financial performance. 

HealthJoy is a remote-first employer. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. 

At HealthJoy, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each role and individual. 

In addition to cash compensation, HealthJoy offers a rich “Total Rewards” package that includes:

• Medical, Dental and vision insurance packages
• 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 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 level, credentials, or location, and are 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.

Don’t meet every single requirement? We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you. HealthJoy is dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role and HealthJoy, we encourage you to apply. You may be just the right candidate for this or other roles.