Customer Success Associate, Lively
$32 USD/ hr
Health savings account provider
Job no longer available
Health savings account provider
101-200 employees
Job no longer available
$32 USD/ hr
101-200 employees
Company mission
To help people optimize their healthcare spending, maximize their savings, and better their livelihood.
Role
Who you are
- 1+ years of client facing experience
- Basic knowledge in benefits administration and industry regulations
- Knows CRM Software, Benefits administration platforms, Google workspace, reporting and data analysis tools
- Strong project management and interpersonal skills
- Excellent verbal and written communication skills
- Exceptional attention to detail
- Organizational skills with the ability to manage multiple tasks and deadlines, and work cross-functionally
- Strong sense of urgency and grit
- Empathy, patience, and a proactive approach to customer interactions
- Problem solving mindset, and critical thinking skills
- Ability to work in a fast pace environment, with a growth mindset and adaptable approach
What the job involves
- As a Customer Success Associate, you’ll be part of the trusted and dedicated team for small to mid-sized employer groups, guiding them through their benefit solutions journey. You’ll collaborate with cross-functional teams, solve complex challenges, and make a direct impact on customer satisfaction and retention
- If you’re a proactive problem-solver who loves delivering exceptional service, this role offers a dynamic, rewarding career path with growth opportunities in a supportive, team-oriented environment. Come help us make benefits simple, accessible, and valuable for our customers!
- Become a subject matter expert on all Lively products
- Serve as a dedicated contact for a portfolio of small to mid-sized employer groups under 250 BEL
- Develop and maintain strong relationships with employer admins, brokers, and client stakeholders
- Conduct regular check-ins to assess customer satisfaction and identify opportunities for improvement (via email, phone, and virtual meetings)
- Collaborate with customers to understand their benefit solutions goals and provide tailored guidance
- Guide new customers through the onboarding process, ensuring a smooth implementation of Lively’s benefit solutions from sign up, contracting, to enrollment and and first funding
- Conduct support/training sessions for employer admins or employees on Lively’s platform functionality and best practices upon request
- Guide customers in completing their first funding cycle on the Lively platform
- Respond to client inquiries via email, phone, and virtual meetings in a timely and professional manner
- Provide step-by-step guidance on platform usage, reporting, and troubleshooting
- Educate customers on new features, product updates, and best practices benefits administration
- Troubleshoot potential system bugs and ticket items in JIRA for resolution by our product & engineering team
- Support clients through the annual benefits renewal process, ensuring timely plan updates
- Analyze utilization data and provide recommendations to help customers optimize their benefit solutions
- Identify opportunities for account growth through cross-selling and upselling additional services
- Partner with internal teams such as Sales, Product, Account Operations, Legal and Compliance to address customer needs
- Advocate for customer feedback to influence product enhancements and process improvements
- Participate in team meetings and contribute to the continuous improvement of customer success strategies
- Maintain accurate client records and interaction notes within the CRM system (Salesforce)
- Document recurring customer challenges to support process improvements and team knowledge-sharing
- Ensure compliance with company policies and relevant benefits administration regulations
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 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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