Customer Success Manager

We are looking for a Customer Success Manager focused on HSA and FSA clients to join our growing team!

We are seeking a proactive and customer-focused Relationship Manager (RM) to join our growing team. This person will partner with our clients to ensure satisfaction, and drive adoption and retention of our technology solutions.

Hands-on experience with Health Savings Accounts (HSAs) is required. Experience with other consumer-directed health (CDH) accounts, including FSAs, HRAs, and ICHRAs, is strongly preferred.

Job Responsibilities

1) Cross-Functional Partnership:

• Serve as the central point of coordination between the client and Lynx teams, including Product, Operations, Support, Compliance, Finance, Technology, and Sales.
• Assist with product configuration, product training, and other frequently asked questions leading up to go-live.

2) Relationship Management:

• Serve as the primary point of contact for clients and build strong, trusting relationships.
• Develop strong, trusted relationships with day-to-day client contacts, senior leaders, and executive stakeholders.
• Collaborate with product and support teams to resolve customer issues promptly and effectively.
• Maintain regular communication with customers to understand their business goals and challenges, including recurring account meetings, monthly business reviews, and quarterly business reviews.
• Act as the voice of the customer within the company, ensuring that client feedback is shared with internal teams for continuous improvement.

3) Retention & Growth:

• Maintain responsibility for the overall health, satisfaction, and retention of assigned client relationships.
• Monitor customer health metrics (e.g., usage data, satisfaction scores) to identify renewal and expansion opportunities.
• Create and execute customer success plans to ensure renewals, upsells, and reduced churn.
• Run quarterly business reviews with customers

4) Reporting & Documentation:

• Track and document customer interactions and progress in internal systems (CRM, Talkdesk, etc...)
• Prepare reports on account health, usage trends, and customer feedback for internal stakeholders.

Qualifications and Experience

Our ideal candidate has:

• 5-7 years’ experience in an account manager, relationship manager, or customer success manager role in the technology space. Preferably B2B SaaS within the healthcare or fintech industry
• General healthcare and fintech industry knowledge
• Exceptional communication, problem-solving, and interpersonal skills.
• Ability to manage multiple priorities, meet deadlines, and drive cross-functional collaboration.
• Curiosity and creative problem-solving skills and is naturally inclined to resolve issues when they arise.
• An interest in working in a fast-paced startup environment
• Executive presence and the ability to quickly build consensus with senior level internal and external executives
• Undergraduate degree in business, marketing, liberal arts or a related field

Why you’ll love working at Lynx

• Competitive salary packages, equity, and performance bonuses
• A driven, optimistic, customer-focused, accountable, and collaborative culture
• Comprehensive medical, dental, and vision
• Unlimited vacation
• Paid parental leave for eligible employees
• 401(k) plan
• Fully remote