Customer success manager

About the Role

We are looking for an experienced, tech-forward Customer Success Manager 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.

Candidates located in the Central Time Zone are strongly preferred to align with team and client needs.

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 a series of meetings with customers and brokers.
• Educate customers on Lively configuration options for benefit enrollment, payroll, and reporting.
• Provide ER Admins with ongoing enrollment and contribution processing support.
• 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

• 3+ years of experience in a customer success, implementation, account management, or similar role in a B2B Tech environment.
• Experience delivering an exceptional level of customer support to B2B customers and tech forward thinking.
• Tech-savvy mindset with the ability to adopt and advocate for new technologies and systems.
• Willingness and flexibility to 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, with exceptional attention to detail.
• Excellent verbal and written communication skills.
• 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.
• A good sense of humor and a down-to-earth personality. We work hard, have fun, and treat people with respect.
• Bachelor’s degree from an accredited college or university preferred, but not required.