Customer Success Manager

HealthJoy is a healthtech company that simplifies healthcare benefits through its unified Benefits OS and serves employees, employers, and broker partners globally. The Customer Success Manager will manage a strategic book of business, drive customer adoption, retention, renewals, and expansion, and build consultative relationships with stakeholders. The role also involves handling escalations, using AI and data to guide account strategy, and traveling to meet customers and brokers.

Responsibilities:

• Strategic Book Management: Confidently and independently own key outcomes for your book of business, including product adoption, utilization, Net Dollar Retention (NDR), and overall customer health
• Full-Cycle Revenue Ownership: Lead the end-to-end renewal and expansion sales process. You will identify, negotiate, and close upsell opportunities by aligning HealthJoy’s marketplace solutions with customer needs
• Sales Cycle Execution: Demonstrate mastery of the full sales cycle within your book of business. You will partner with Product Solutions Consultants and other senior leaders to conduct deep discovery to uncover pain points, map those challenges to HealthJoy solutions, and move deals forward by confidently asking for the close and defining clear, actionable next steps
• Executive Presence: Build strong, consultative relationships across all levels of a customer organization—from day-to-day champions to C-Suite stakeholders. You must be comfortable having direct, high-stakes conversations to drive alignment and value
• Crisis Management & Poise: Act as the primary external point of contact for escalations. You remain poised under pressure, resolving complex issues with a sense of urgency and a calm, solution-oriented mindset
• Strategic Advisement: Serve as main point of contact for 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; and partner effectively with HealthJoy’s Product Solution Consultant team to effectively position marketplace solutions and ultimately expand account value
• Data-Driven Leadership: Leverage AI (Claude, Gemini) and best-in-class software 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
• Meticulous Execution: Maintain a high level of attention to detail regarding customer contracts, health scores, and stakeholder updates, ensuring no risk goes unnoticed
• On-the-Road Partnership: Travel to meet with customers and their brokers throughout the year to conduct business reviews, deepen relationships, and solidify HealthJoy’s position as a long-term strategic partner

Requirements:

• Benefits experience required. Experience working in benefits technology, health insurance or wellness technology is a great background for this role!
• Minimum 4-5 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 with limited oversight
• Commercial Acumen: Proven ability to navigate a sales process, including overcoming objections, managing procurement/legal hurdles, and a 'hunter' mindset for identifying expansion opportunities within a 'farmer' role
• 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 15-20% to support client book of business, as well as at a minimum quarterly to Chicago headquarters for internal team meetings as needed