Customer Success Manager

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.