Responsible for leading, coaching, and developing a team of Account Managers; including setting goals, assessing performance, and driving professional growth
Drive retention and growth across the book of business by proactively managing risk and identifying expansion opportunities
Act as a leader sponsor in customer consultations, finalist meetings, and internal discussions
Support team members in navigating complex inquiries, escalated issues, and multi-stakeholder customer environments
Identify and implement process improvements that enhance service delivery, partner experience, and team efficiency
Partner cross-functionally with Operations, Compliance, Product, and Sales to resolve issues and advance program goals
Develop methods for improving customer success operational effectiveness and contribute to strategic planning
Travel as needed to support partner and customer engagements, including mandatory kickoff events and other key business initiatives
Perform other duties as assigned

5+ years’ demonstrated experience managing or mentoring a team in customer support and relationship management
Bachelor’s degree required; advanced degree a plus
Partnership management experience preferred
Experience in absence management, employee benefits, or a related HR services field a plus
Excellent communication, presentation, and relationship management skills
Strong critical thinking, organizational skills, and attention to detail
Ability to manage competing priorities across team leadership and personal relationship ownership
Willingness and ability to travel as needed for partner and customer engagements

Customer Success Leader – Absence

Key skills