Customer Success Manager

Summary

WellRight is a corporate wellness technology company delivering customizable programs that help organizations improve employee and client well-being. The Customer Success Manager owns a portfolio of mid-market client relationships, driving retention, revenue growth, satisfaction, and advocacy through strategic planning, product expertise, and data-driven guidance.

Responsibilities

• Own and manage a portfolio of mid-market client accounts with full accountability for retention, growth, and satisfaction
• Develop, maintain, and actively execute a comprehensive Growth & Retention Plan for each account, balancing long-term strategy with short-term tactical execution
• Lead clients through a structured success journey using WellRight’s established tools, frameworks, and best practices
• Identify marketplace and industry trends to provide proactive recommendations and strategic insight to clients
• Provide actionable, insight-driven recommendations to support year-round engagement and program success
• Complete monthly client health assessments for every account, leveraging defined success metrics and signals
• Translate health insights into clear best practice strategies to improve engagement, outcomes, and overall client performance
• Ensure all products and services are delivered in alignment with contractual commitments while maintaining high levels of satisfaction
• Deliver ongoing consultative guidance, including business reviews and strategic planning conversations
• Serve as a product expert, maintaining deep knowledge of all platform functionality and capabilities
• Configure platform settings and support program setup as needed to ensure optimal client outcomes
• Conduct system training and education for all user types (admins, end users, stakeholders)
• Clearly communicate and, when appropriate, demo platform features and functionality to reinforce value and drive adoption
• Understand the full scope of WellRight’s capabilities and effectively position solutions to meet client needs
• Identify and execute opportunities for upsell, expansion, and renewal success across assigned accounts
• Own renewal strategy and contribute to contracting processes within the designated CRM system
• Position WellRight as a long-term strategic partner, strengthening retention and revenue growth
• Cultivate strong client advocacy and reference opportunities by consistently delivering measurable value
• Build strong, trust-based relationships with key client stakeholders, including brokers and consultants
• Maintain regular, two-way communication between clients and internal teams, including Product, to inform of enhancements and new opportunities
• Act as the voice of the client internally, ensuring feedback is translated into meaningful improvements
• Serve as a subject matter expert in sales meetings to influence new business and expansion opportunities
• Maintain accurate account data, activity tracking, and planning documentation within CRM systems
• Contribute to team-wide success by sharing insights, best practices, and process improvements
• Actively engage in a culture of curiosity, continuous improvement, efficiency, and effectiveness
• Support cross-functional initiatives that enhance the overall client experience and operational rigor

Skills

• 3+ years of account/project management experience; SaaS and health and wellness experience preferred
• Undergraduate degree required
• Strong strategic thinking with the ability to translate data and insights into actionable client strategies
• Demonstrated ability to manage, retain, and grow a portfolio of client accounts
• Experience leveraging CRM systems (HubSpot, Salesforce, etc.) to manage client lifecycle and commercial activities
• Working proficiency in Excel, including data analysis using pivot tables, sorting, and filtering
• Strong product aptitude with the ability to learn, demonstrate, and configure software solutions
• Excellent communication skills with confidence engaging both day-to-day contacts and executive stakeholders
• Highly organized with the ability to manage multiple priorities and deadlines
• Collaborative team player with a proactive, solutions-oriented mindset
• Ability to travel periodically (~10-15% of the time)

Qualifications

Must Haves

• 3+ years of account/project management experience; SaaS and health and wellness experience preferred
• Undergraduate degree required
• Strong strategic thinking with the ability to translate data and insights into actionable client strategies
• Demonstrated ability to manage, retain, and grow a portfolio of client accounts
• Experience leveraging CRM systems (HubSpot, Salesforce, etc.) to manage client lifecycle and commercial activities
• Working proficiency in Excel, including data analysis using pivot tables, sorting, and filtering
• Strong product aptitude with the ability to learn, demonstrate, and configure software solutions
• Excellent communication skills with confidence engaging both day-to-day contacts and executive stakeholders
• Highly organized with the ability to manage multiple priorities and deadlines
• Collaborative team player with a proactive, solutions-oriented mindset
• Ability to travel periodically (~10-15% of the time)

Benefits

• Unlimited PTO and 11 company-paid holidays
• Volunteer Time Off (VTO): scheduled volunteer opportunities or personal volunteer time, at a minimum of 3 hours per quarter
• Flexible work schedule with autonomy and asynchronous work
• Affordable health, dental, and vision options
• Fully covered long-term and short-term disability insurance
• Supplemental life insurance, transit benefits, legal services, identity protection, and pre-tax savings accounts
• 401(k) program matching at 100% with company contributions of up to 4%; all matches are immediately vested
• Access to a comprehensive pet wellness plan reimbursing preventive and routine pet care
• Up to 12 weeks of paid medical leave for pregnancy
• Up to 6 weeks of paid parental leave for spouses, adoption, or foster care placement
• At-home internet stipend
• Immediate access to a Udemy Business license with unlimited online learning resources
• Rewards and incentives for participation in the WellRight Wellness Program, including unlimited monetary incentives through the WellRight Wellness Platform
• $125 annual fitness tracking equipment allowance