Manager of Customer Success, HealthJoy
$120-150k
+ Stock options for eligible roles
Looker
Salesforce
Gainsight
Senior and Expert level
Remote from US
More information about location
Health benefits platform for employers
Be an early applicant
Health benefits platform for employers
201-500 employees
HealthcareB2BEnterpriseHR
Be an early applicant
$120-150k
+ Stock options for eligible roles
Looker
Salesforce
Gainsight
Senior and Expert level
Remote from US
More information about location
201-500 employees
HealthcareB2BEnterpriseHR
Company mission
To simplify the healthcare experience by removing the complexity from being healthy and well.
Role
Who you are
- Growth Mindset: Passionate about emerging AI/InsurTech trends and proactive in identifying new opportunities for customers to leverage advanced technology
- Consultative Approach: Able to transition customer conversations from simple feature usage to strategic discussions around data-driven decision-making and automation potential
- Ambassador for Innovation: Eager to evangelize the value of our capabilities as a core differentiator during customer QBRs and renewal discussions
- Benefits experience required. Experience selling to / partnering with benefit consultant teams as part of achieving you and your team’s goals
- Minimum of seven (7)+ years of customer-facing account leadership or related experience demonstrating a high degree of skill in serving as a trusted advisor
- Minimum of two (2)+ years of direct people management experience including coaching, performance management, and team development, including managing a team toward attainment of revenue goals
- Proven success managing renewal across a large book of business, specifically in small business, ideally within a recurring revenue model
- Strategic and results-oriented approach to partnering with customers at all levels of an organization (individual contributor through C-Suite) to achieve desired outcomes
- Demonstrated success managing customer retention and account growth, specifically identifying expansion opportunities, managing pipeline, and driving the sales process
- Highly collaborative and influential with your teammates and business partners across the organization to drive results and innovation
- Candidates must possess the technical acumen to discuss the inputs, outputs, and business implications of AI with users ranging from analysts to C-level executives
- Exceptional executive presence and ability to present complex or detailed information in a digestible and actionable manner
- Willingness to travel approximately 20% to support client book of business with the goal of 1 or more in-person visits per client per year, as well as at a minimum quarterly to Chicago headquarters for internal team meetings, and as needed. Total travel estimated at 15-20%
- Don’t meet every single requirement? We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you
- If you’re excited about this role and HealthJoy, we encourage you to apply. You may be just the right candidate for this or other roles
What the job involves
- This role will manage a team of Customer Success Managers, Account Executives, and Account Managers dedicated to supporting our East region customers
- HealthJoy's Customer Success Team is leading the charge to deliver industry-leading outcomes to our customers, with the ultimate goal of driving adoption, client satisfaction, customer retention, and growth at scale
- As a Manager, Customer Success, you're the leader responsible for retention and growth across one of HealthJoy’s Sales Regions
- As an integral member of Customer Success leadership team, you'll report directly to the Vice President, Customer Success and have direct accountability for your team's revenue goals (churn reduction and upsell) and a high degree of ownership over your team achieving their objectives
- Lead a team of up to 5-8 individual contributors to own key customer outcomes including product adoption and utilization, gross dollar retention, upsell, and customer health for clients within their book of business
- Oversee renewal sales across your sales region, ensuring consistent execution across accounts and partnering with Sales/Finance where needed
- Drive revenue goal achievement across your team through regular coaching on upsell and expansion best practices, joining customer calls to support account expansion efforts, reviewing pipeline with direct reports, and ensuring your team has the support needed to move deals through the sales cycle
- Support your team in executing risk management and expansion strategies, particularly in managing broker relationships that are critical to HealthJoy’s growth strategy
- Regularly forecast revenue retention risk and upside opportunity with accuracy and confidence
- Run weekly pipeline reviews with your sales region to ensure fidelity to HealthJoy’s renewal and upsell sales processes, as well as pipeline hygiene
- Use data-driven approaches to continuously coach your team to optimize performance and support career growth
- Develop and grow your team's skills through joining your team in the field regularly, performance coaching, and professional development planning
- Create a culture of continuous learning by identifying skill gaps, providing targeted training, and mentoring team members to advance their careers
- Conduct performance reviews, set clear expectations, and provide constructive feedback to help team members reach their full potential
- Foster a collaborative, high-performance team environment that drives both individual success and collective revenue goals
- Leverage your deep benefits domain knowledge to support your team in positioning HealthJoy's value during customer business reviews and other high priority touchpoints throughout the customer lifecycle
- Partner with Customer Operations and Sales leadership team members to translate high-level organizational objectives (product adoption, customer health, etc.) into tangible, actionable playbooks for your team
- Build strong, consultative relationships across functions (Product, Commercial teams, etc.) to communicate customer needs throughout the organization
- Act as a champion for customers utilizing our AI driven features (e.g., predictive analytics, automation tools). Guide customers on how to optimally integrate these features into their workflows to maximize their ROI and business outcomes
- Feedback Loop Management: Systematically capture and translate customer feedback regarding AI model performance, feature usability, and data output into actionable requirements for the Product and Engineering teams
- Utilize best-in-class CRM software and business intelligence tools (Gong, SFDC, Looker, Gainsight, and others) to proactively analyze performance across your book of business and drive continuous improvement
Our take
Although shopping around for a car or mortgage is standard practice, when it comes to medical procedures, people often take what they are given. HealthJoy is a company that helps employees shop around for the most cost-effective healthcare options, then rewards these employees when they take the lower-cost option.
The HealthJoy benefits experience platform combines a chatbot with artificial intelligence along with human input to settle on the most affordable available treatment for employee. Savings are then shared with the employee via a savings account or gift card. HealthJoy focuses on providing its services to larger companies, with tens of thousands of users, but has expressed intentions to work with small and medium-sized businesses in the future.
As healthcare costs continue to rise, HealthJoy is ready for continued success by helping employers manage expenses and improve employee care. With a strong track record and strategic partnerships, the company is set to deliver lasting value as demand for affordable, high-quality care grows.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Top investors
7% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Oct 2022
$60m
SERIES D
Feb 2020
$30m
SERIES C
Total funding: $108.5m
Company benefits
- Remote Work: Being a remote-first company, we give new employees a remote work stipend to ensure you can work comfortably from home
- Health & Wellness: We offer healthcare benefits including medical, dental, vision, therapy, HSA contribution match, EAP, telemedicine, virtual exercise therapy, and disability
- Company Events: We provide our employees with virtual-lunch-and-learns, virtual coffee chats, happy hours, and quarterly team activities
- Financial Wellness: We offer equity with our Stock Option Distribution Policy, 401k match, and an employee referral bonus program
- Recharge: HealthJoy provides employees the freedom they need to balance the responsibilities of both their work and home lives. We offer flexible PTO, paid holidays, parental leave, and more
Company HQ
River North, Chicago, IL
Leadership
Justin Holland
(Co-Founder & CEO)Having studied at MIT, they co-founded FreeCause in 2006 and OpenInstall in January 2011. They then spent 1 year as VP Platform at AVG before founding HealthJoy as CEO in March 2014.
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