Customer Success Manager

Summary

Lively, Inc. provides user-centric benefit solutions and technology, including health savings accounts and other benefits services. The company is seeking an experienced, tech-forward Customer Success Manager to manage a portfolio of employer customers, support onboarding and ongoing account needs, increase customer value, and promote the use of AI-powered tools and automation.

Responsibilities

• Serve as the primary point of contact for a portfolio of customers for all account needs
• Advocate for and assist customers in leveraging modern tools, including AI-powered solutions, to optimize their benefit administration processes and reporting needs
• Increase value and drive revenue from existing Lively employers by cross selling other Lively products to those who we already have existing relationships
• Onboard and implement new employer customers to Lively from sign up to funding of accounts
• Build and maintain relationships with customers’ third-party vendors, benefits consultants, and brokers
• Facilitate recurring meetings with customers and brokers as requested
• Educate customers on Lively configuration options for benefit enrollment, payroll, and reporting
• Provide client administrators with ongoing enrollment and contribution processing support
• Respond to all employer inquiries within 1-2 business days at all times
• Work cross-functionally to support resolution of customer needs and proactively identify trends across customers to inform Lively product and operations teams
• Create bug reports in Jira for reproducible product issues
• Facilitate bulk asset transfers from third-party HSA providers to Lively

Skills

• 4+ years of experience in a customer success, implementation, account management, or similar role
• Experience delivering an exceptional level of customer support to B2B customers
• Support high customer volume during our busy Open Enrollment season, roughly October through the end of February each year
• Experience with upselling and cross selling products to existing customers, as well as hitting revenue-generating goals
• Strong project management, organizational, and interpersonal skills
• Excellent verbal and written communication skills
• Exceptional attention to detail
• Comfortable working with a high level of adaptability and flexibility in a fast-paced, sometimes unstructured environment
• Proficient in Microsoft Office and Salesforce
• Demonstrated experience using AI tools and automation platforms to improve customer experience, streamline workflows, and drive efficiency
• Tech-savvy and AI-curious experimental mindset with the ability to adopt and advocate for new technologies and systems while focusing on efficiencies
• Central Time Zone preferred

Qualifications

Must Haves

• 4+ years of experience in a customer success, implementation, account management, or similar role
• Experience delivering an exceptional level of customer support to B2B customers
• Support high customer volume during our busy Open Enrollment season, roughly October through the end of February each year
• Experience with upselling and cross selling products to existing customers, as well as hitting revenue-generating goals
• Strong project management, organizational, and interpersonal skills
• Excellent verbal and written communication skills
• Exceptional attention to detail
• Comfortable working with a high level of adaptability and flexibility in a fast-paced, sometimes unstructured environment
• Proficient in Microsoft Office and Salesforce
• Demonstrated experience using AI tools and automation platforms to improve customer experience, streamline workflows, and drive efficiency
• Tech-savvy and AI-curious experimental mindset with the ability to adopt and advocate for new technologies and systems while focusing on efficiencies

Nice to Haves

• Central Time Zone preferred

Benefits

• Stock options
• Medical coverage
• Dental coverage
• Vision coverage
• Life coverage
• Disability coverage
• An HSA with employer contribution
• FSA
• Paid parental leave
• Medical travel benefits
• A 401k plan
• Flexible vacation policy
• Lifestyle spending accounts