Customer Success Manager

• 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
• 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 recurring meetings with customers and brokers as requested
• Educate customers on Lively configuration options for benefit enrollment, payroll, and reporting
• Provide client administrators with ongoing enrollment and contribution processing support
• Respond to all employer inquiries within 1-2 business days at all times
• 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

• Health
• Dental
• Vision
• Employer HSA contributions
• FSA
• 401(k) plan
• Life insurance (employer paid)
• Commuter benefits
• Equity
• Unlimited vacation policy
• Paid parental leave

We are looking for an experienced, tech-forward Customer Success Manager Central Time Zone preferred to join our quickly growing team!

Exceptional attention to detail4+ years of experience in a customer success, implementation, account management, or similar role Support high customer volume during our busy Open Enrollment season, roughly October through the end of February each year Strong project management, organizational, and interpersonal skills

Proficient in Microsoft Office and Salesforce Excellent verbal and written communication skills

Experience with upselling and cross selling products to existing customers, as well as hitting revenue-generating goals

Experience delivering an exceptional level of customer support to B2B customers

Comfortable working with a high level of adaptability and flexibility in a fast-paced, sometimes unstructured environment

Tech-savvy and AI-curious experimental mindset with the ability to adopt and advocate for new technologies and systems while focusing on efficiencies

Demonstrated experience using AI tools and automation platforms to improve customer experience, streamline workflows, and drive efficiency