Manage a portfolio of SMB and/or mid-market clients through all stages of the customer lifecycle, from onboarding to ongoing success planning
Drive admin platform education and adoption by providing regular check-ins, product training, and best practice guidance
Identify growth opportunities within your accounts and collaborate with sales on upsell and expansion strategies
Monitor customer health metrics and proactively address at-risk accounts
Gather and communicate customer feedback to product and engineering teams to help shape our roadmap
Develop scalable processes and resources tailored to the unique needs of SMB clients

3-6 years of experience in customer success or account management in SaaS, startup, healthcare, or the benefits space
Direct experience working in the benefits space
Proven track record of managing and growing SMB and/or midmarket customer accounts
Demonstrated ability to analyze data and business insights to influence stakeholder decision-making
Ability to interact with customer teams at various levels of technical and non-technical depth, and across multiple levels from end users through C-level stakeholders
Experience working with cross-functional teams and communicating common customer behaviors to the sales, marketing, and product teams

Senior Customer Success Manager

Key skills