Sr. Customer Success Manager, Broker Channel
New
Based in United StatesFull-TimeSenior
Salary$85,000 to $105,000 per year, plus equity opportunities
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Job Details
- Experience
- Minimum of 5 years of experience in Customer Success, Account Management, Client Services, Benefits Consulting, or a related customer-facing role.
- Required Skills
- Account ManagementCross-functional collaborationRelationship managementCustomer Success
Requirements
- Minimum of 5 years of experience in Customer Success, Account Management, Client Services, Benefits Consulting, or a related customer-facing role.
- Licensed insurance broker or equivalent industry certification.
- Experience working within healthcare, employee benefits, insurance, or a rapidly growing organization is strongly preferred.
- Strong understanding of health plan operations, benefits administration, healthcare financing, or related topics.
- Proven ability to manage complex customer relationships and deliver strategic guidance.
- Excellent communication, presentation, and relationship-building skills.
- Strong problem-solving and critical-thinking abilities with a proactive, solutions-oriented mindset.
- Demonstrated ability to manage multiple priorities while maintaining attention to detail.
- Experience collaborating across cross-functional teams to achieve business objectives.
- Strong sense of ownership, accountability, and follow-through on commitments.
Responsibilities
- Manage and strengthen relationships with brokers, consultants, insurance agents, and employer clients.
- Ensure seamless customer transitions from implementation to ongoing account management.
- Lead customer engagement activities, including Quarterly Business Reviews (QBRs), performance discussions, and strategic planning sessions.
- Own and manage the annual renewal process, coordinating stakeholders and driving successful outcomes.
- Provide consultative guidance on benefits strategies, plan performance, and solutions tailored to client needs.
- Partner with internal leadership to proactively identify, manage, and resolve customer concerns or escalations.
- Act as the voice of customers and brokers, sharing feedback and insights with internal teams.
- Collaborate closely with Sales to support retention efforts and expand brokerage partnerships.
- Research, document, and communicate industry updates and best practices.
- Lead initiatives that enhance team workflows and overall client satisfaction.
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