Customer Success Manager
New
L
LivelyFintech / Benefits
United States - Remote, Central Time Zone preferredFull-TimeMiddle
Salary70,000 - 90,000 USD per year
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Job Details
- Experience
- 4+ years
- Required Skills
- Project ManagementSalesforceJiraMicrosoft OfficeCustomer SuccessAccount Management
Requirements
- 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.
- Ability to support high customer volume during Open Enrollment season (October through February).
- Experience with upselling and cross-selling products to existing customers.
- Track record of 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 environment.
- Proficiency in Microsoft Office and Salesforce.
- Demonstrated experience using AI tools and automation platforms to improve customer experience and streamline workflows.
- Tech-savvy and AI-curious experimental mindset.
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.
- 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.
- 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.
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