Middle Customer Success Manager

Lively | Employee benefits and financial services

17d 16h ago

Remote In-Country

Full Time

United States of America

$70k - $90k USD/yr

Title: Customer Success Manager Location: United States - Remote

About Lively

Lively set out to raise the bar on benefit solutions, because we believe no one should have to sacrifice personal wellness for financial wellness. While traditional benefits focus more on transactions and less on the humans using them, Lively harnesses user-centric design and innovative technology to deliver an effortless experience for employers and account holders alike. Our modern HSA is consistently top-rated, and we have since expanded our offerings to provide a full suite of other benefits and services for companies, consumers, and financial institutions.

Lively is a remote-first company, headquartered in San Francisco with employees across the US. Come join us and help make getting the value out of your benefits as simple as it should be.

About the Role

We are looking for an experienced, tech-forward Customer Success Manager Central Time Zone preferred to join our quickly growing team! At Lively, a key differentiator is our customer experience and the amount of care we give to our employer groups. The CSM team provides an outstanding onboarding and ongoing management experience to our employer customers throughout their lifecycle. As a CSM, you will own a portfolio of Lively employer customers to nurture, support, and develop. It is the job of the CSM to increase customer loyalty and value by providing great consultative white-glove service.

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 & Experience

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.

The base salary listed is a range for this position. Actual pay will depend on the candidate’s location and experience.

$70,000—$90,000 USD

We encourage you to apply even if you do not meet all of the qualifications, but feel you would be a good fit for the position.

Benefits & Perks

We offer competitive salaries, stock options, medical, dental, vision, life and disability coverage. An HSA with employer contribution, FSA, paid parental leave, medical travel benefits, a 401k plan, flexible vacation policy, lifestyle spending accounts, and more!

At Lively, we believe having diverse teams in which everyone can be their authentic self is key to our success. We encourage people from underrepresented backgrounds to apply. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Come join us in our mission to help people optimize their healthcare spending, maximize their savings, and better their livelihood!

Lively Inc. participates in the E-Verify program. Learn more about E-Verify here:

#LI-Remote

Required Skills

office365salesforcejira

Required Languages

🇬🇧 English

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 & Experience

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.