Customer Success Manager

🔥 17 hours ago

🇺🇸 United States – Remote

💵 $65k - $80k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 1%

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Workplace Options

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1982

💼 Consulting

🏥 Healthcare

🧘 Wellness

💰 Private Equity Round on 2021-11

Consulting • Healthcare • Wellness

Workplace Options is the world’s largest privately owned and independent provider of integrated employee wellbeing solutions. They specialize in offering holistic support strategies for organizations focused on enhancing employee wellness, mental health, and productivity through various services including emotional support, organizational effectiveness consulting, and digital solutions tailored to individual needs. With a global reach covering over 200 countries, they are committed to driving positive outcomes for employees and organizations alike.

📋 Description

• Own relationships and account plans for a book of mid-market EAP and behavioral health accounts, focused on customer satisfaction and retention that lead to growth opportunities • Serve as the main contact for HR and benefits leaders, keeping brokers, consultants and carrier partners engaged • Lead recurring client meetings and quarterly and annual business and utilization reviews that show value • Build clear, data-driven presentations using utilization, benchmarks, and market and regulatory trends • Own the renewal cycle, from pricing and contracting through open enrollment and plan materials, with leadership support on complex renewals • Hit quarterly and annual retention and renewal targets through proactive account planning and early risk escalation • Evolve each client's strategy as needs change, bringing in digital solutions and internal leaders to collaborate • Partner with Sales and Implementation on a smooth handoff, transition and onboarding for new clients • Shape training, education and engagement strategy around each client's goals, utilization and workforce needs • Represent the company on site at health and benefit fairs, open enrollment meetings and client events • Collaborate with Clinical, care coordinators, Operations, Finance, Legal and Compliance to resolve eligibility, invoicing and member issues • Support teammates' accounts and events as needed and share best practices across the team • Perform other related duties as directed or deemed appropriate

🎯 Requirements

• 4+ years in customer success, account management or client relations, ideally in EAP, behavioral health, benefits or healthcare • Bachelor's degree or equivalent experience • Experience owning client relationships, including renewals and retention • Experience partnering with regional and national brokers, consultants and carrier partners • Comfort working with utilization and financial data and turning it into clear client insights • Clear communicator, confident presenting to HR audiences and employee groups • Strong organization and follow-through across multiple accounts at once • Proficient in Microsoft Office, Google Suite, and Salesforce or a similar CRM, with an interest in using AI tools • Adaptable and solutions-oriented when client needs or priorities change • Familiarity with benefit plan documents, related regulations and digital health solutions a plus • Passion for helping employees and their families live their healthiest lives • Valid driver's license and willingness to travel regionally, nationally and as needed • Travel: 30–40%, regionally and nationally by car and air, with broader travel as business needs require

🏖️ Benefits

• Competitive benefits offering • Regional and national travel opportunities • Opportunity to support mental health and employee wellbeing initiatives

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