Technical Customer Success Manager, Lively
$80-110k
+ 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
$80-110k
+ 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
- This role is perfect for you if you have a passion for technology, customer service, and healthcare
- 2+ years of client facing experience
- 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
- Passion for technology and being a part of a fast-growing SaaS company
- Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Engineering)
- Skilled at writing feature requests or bug tickets for our product and engineering teams
- Basic understanding of EDI Feeds, SFTP, and API’s
- Familiarity with Salesforce CRM
- Experience using Jira
- Proactive in your communication style, open to raising and escalating issues internally where necessary
- 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 environment
- You're driven; no one needs to push you to excel; it’s just who you are
- 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
- Lively has an amazing Customer Success Team that has continued to grow and expand over these past few years
- This Technical CSM role requires thorough knowledge of our products and offerings, but also the ability to assist our customers with their EDI or integration setups
- With Lively being a cutting edge technology in the benefits industry, we are continually growing our offerings through multiple integration avenues in order to provide the best experience for our customers
- You will have the opportunity to grow with these advancements and provide valuable input into the future of the product. As well as work on sharpening your troubleshooting and customer service skills
- Become a subject matter expert on customer support topics
- Facilitate and monitor EDI Feeds with new customers and their BenAdmin and/or Payroll providers
- Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements
- Maintain a high level of customer satisfaction by collecting and structuring customer feedback & working closely with internal teams to prioritize requests
- Learn Lively’s Employer product functionality and understand the architecture and technical tools needed to help analyze and triage issues as they arise
- Write and manage technical documentation for internal teams and external customers
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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