Customer Success Manager, Lively
$70-90k
+ Stock Options
More information about location
Health savings account provider
Be an early applicant
Health savings account provider
101-200 employees
Be an early applicant
$70-90k
+ Stock Options
More information about location
101-200 employees
Company mission
To help people optimize their healthcare spending, maximize their savings, and better their livelihood.
Role
Who you are
- 3+ years of experience in a customer success, implementation, account management, or similar role in a B2B Tech environment
- Experience delivering an exceptional level of customer support to B2B customers and tech forward thinking
- Tech-savvy and AI-curious experimental mindset with the ability to adopt and advocate for new technologies and systems while focusing on efficiencies
- Willingness and flexibility to 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, with exceptional attention to detail
- Excellent verbal and written communication skills
- 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
- A good sense of humor and a down-to-earth personality. We work hard, have fun, and treat people with respect
- Bachelor’s degree from an accredited college or university preferred, but not required
What the job involves
- We are looking for an experienced, tech-forward 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
- 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 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
- 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.
The startup will use its sizeable investment funding and revenue to build more consumer tools, scale its team and further expand its offerings to financial institutions and employers, exemplified by a 2021 deal to provide accounts via BMO Harris.
While the platform’s product-first approach has seen it successfully achieve $500m AUM faster than any other HSA provider, it is ultimately a savings account provider. That means market turbulence could hurt the company’s bottom line. Despite this, its continual addition of diverse sets of customers and diversity of products should ensure Lively’s growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
53% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Oct 2021
$80m
SERIES C
Oct 2019
$27m
SERIES B
Total funding: $122.2m
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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