Customer Success Manager, Lively
$70-90k
Health savings account provider
Open for applications
Health savings account provider
101-200 employees
Open for applications
$70-90k
101-200 employees
Company mission
To help people optimize their healthcare spending, maximize their savings, and better their livelihood.
Role
Who you are
- 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
- Support high customer volume during our busy Open Enrollment season, roughly October through the end of February each year
- Experience with upselling and cross selling products to existing customers, as well as 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, sometimes unstructured environment
- Proficient in Microsoft Office and Salesforce
- Demonstrated experience using AI tools and automation platforms to improve customer experience, streamline workflows, and drive efficiency
- Tech-savvy and AI-curious experimental mindset with the ability to adopt and advocate for new technologies and systems while focusing on efficiencies
- 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
What the job involves
- We are looking for an experienced, tech-forward Customer Success Manager Central Time Zone preferred 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
- 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
Our take
Lively is a platform offering modern Health Savings Accounts (HSAs). As high-deductible health plans are regularly replacing traditional deductible plans in many employee benefit schemes, Lively is capitalizing by offering their consumer-first, paperwork-light accounts to employers and individuals.
Impressively, the platform’s product-first approach saw it successfully achieve $500 million Assets Under Management (AUM) faster than any other HSA provider. As it is ultimately a savings account provider, market turbulence could hurt the company’s bottom line. But its diverse customers and products should help ensure Lively’s growth.
The startup has raised sizeable funding which has been invested in building more consumer tools, scaling its team and further expanding its offerings to financial institutions and employers. It has now surpassed $2 billion in AUM, reflecting the immense success the ocmpany has had so far.
Freddie
Company Specialist at Welcome to the Jungle
Insights
53% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Oct 2021
$80m
SERIES C
Oct 2019
$27m
SERIES B
Total funding: $122.5m
Company benefits
- Health
- Dental
- Vision
- Employer HSA contributions
- FSA
- 401(k) plan
- Life insurance (employer paid)
- Commuter benefits
- Equity
- Unlimited vacation policy
- Paid parental leave
Company HQ
Nob Hill, San Francisco, CA
Leadership
Shobin Utalil
(COO & Co-Founder)Held senior positions at Retroficiency which was acquired by Ecova. Before that, was co-founder of kWhOURS, a field apps company for building engineers.
Alex Cyriac
(CEO & Co-Founder)Alex was Head of Operations at Justworks. Also worked in a number of other senior positions at technology companies, WorldPay, GlobalCollect and Fujitsu.
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