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Customer Success Manager 🔥


Remote - MST Timezone; Remote - CST Timezone, Remote - EST Timezone

About Lively
We started Lively because we believe no one should have to sacrifice their personal health for their financial health. Lively is bringing HSAs and FSAs into the modern era so it’s easy to save on the costs of healthcare today, and plan for the costs of tomorrow. We’ve made it our mission to inspire people to confidently embrace a healthy future.
With offices in San Francisco, Boise, and remote team members throughout the nation, we are a company that’s passionate about simplifying and improving how people save and spend their healthcare funds. Come be a part of changing how Americans can maximize their healthcare spending!

About the Role
We are looking for an experienced 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 over time. It is the job of the CSM to increase customer loyalty and value by providing great consultative white glove service.
Responsibilities

  • Serve as the primary point of contact for a portfolio of customers for all account needs.
  • 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.
  • Potential opportunities to upsell and cross sell Lively products to existing employers.
  • Facilitate bulk asset transfers from third-party HSA providers to Lively.
  • Hold annual business reviews with customers to ensure product adoption and customer retention.

Skills & Experience

  • 3+ years of experience in a customer success, implementation, account management, or similar role.
  • Bachelor’s degree from an accredited college or university preferred, but not required.
  • Experience delivering an exceptional level of customer support to enterprise customers.
  • Strong project management, organizational, and interpersonal skills.
  • Excellent verbal and written communication skills.
  • Exceptional attention to detail.
  • Willingness and flexibility to support high customer volume during our busy Open Enrollment season, roughly November through the end of January each year.
  • Comfortable working with a high level of adaptability and flexibility in a fast-paced sometimes unstructured environment.
  • Proficient in Microsoft Office and Salesforce.
  • Experience with upselling or cross selling products to existing customers is a plus!
  • A good sense of humor and a down-to-earth personality. We work hard, have fun, and treat people with respect.

The base salary range listed below for this position is inclusive of all U.S. States and Washington D.C. Actual pay will depend on the candidate’s location and experience.
Salary range: $75,000 - $95,000 DOE
Applicants must be currently authorized to work in the United States on a full-time basis with no sponsorship needed now, or in the future.
We encourage you to apply even if you do not meet all of the qualifications, but feel you would be a good fit for the position. However, you must be located in the United States.
Benefits & Perks
We offer competitive salaries, stock options, medical, dental, vision, life and disability coverage, HSA with employer contribution, FSA, flexible vacation, commuter benefits, a 401k plan, and more.
At Lively, we believe having diverse teams in which everyone can be their authentic self is key to our success. We encourage people from underrepresented backgrounds to apply. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Come join us in our mission to help people optimize their healthcare spending, maximize their savings, and better their livelihood!

Job Type: Full-time

Pay: $75,000.00 - $95,000.00 per year

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