As a Customer Success Manager, you will be responsible for a portfolio of accounts within our “medium touch” engagement model, driving product adoption, maximizing customer value, and performing proactive activities to mitigate churn risks and uncover expansion opportunities. You will serve as the primary advocate for the customer and work with cross-functional teams.

Serve as the primary relationship owner for Mid-Market segment employer customers (<1,000 lives), maintaining regular contact with the customers’ benefits team members and other key stakeholders. Partner with marketing to develop engaging campaigns and workshops. Collaborate internally with teams to resolve customer requests and champion new product offerings with your customers.

As a member of the escalations team, you will handle complex inquiries requiring expertise and customer service skills. You will be a proactive problem-solver, deeply understand policies, and collaborate with departments to refine support processes and enhance member experience, taking ownership of cases, developing solutions, and identifying recurring issues for improvements.