[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. HealthJoy is a healthtech company focused on simplifying healthcare benefits through innovative technology. They are seeking a Customer Success Manager to lead a designated book of business, drive customer retention and growth, and manage strategic relationships with broker partners.ResponsibilitiesConfidently and independently own key outcomes for your book of business, including product adoption, utilization, Net Dollar Retention (NDR), and overall customer healthLead 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 needsDemonstrate 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 stepsBuild 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 valueAct 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 mindsetServe 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 valueLeverage 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 stakeholdersMaintain a high level of attention to detail regarding customer contracts, health scores, and stakeholder updates, ensuring no risk goes unnoticedTravel 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 partnerSkillsBenefits 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 advisorStrategic and results-oriented approach to partnering with customers at all levels of an organization (individual contributor through C-Suite) to achieve desired outcomesDemonstrated 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 oversightCommercial 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' roleHighly collaborative and influential with your teammates and business partners across the organization to drive results and innovationExceptional executive presence and ability to present complex or detailed information in a digestible and actionable mannerWillingness 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 neededBenefitsMedical, Dental and vision insurance packagesHSA contribution matchStock options for eligible roles401k matchPaid parental leaveCompany sponsored Short Term and Long Term Disability coverageFlexible PTOCompany OverviewHealthJoy is a healthcare navigation platform that simplifies the healthcare and benefits experience using AI and personalized guidance. It was founded in 2014, and is headquartered in Chicago, Illinois, USA, with a workforce of 201-500 employees. Its website is http://www.healthjoy.com.