Senior Customer Success Manager, HealthJoy
$115-130k
+ Commission opportunity
More information about location
Health benefits platform for employers
Be an early applicant
Health benefits platform for employers
201-500 employees
Be an early applicant
$115-130k
+ Commission opportunity
More information about location
201-500 employees
Company mission
To simplify the healthcare experience by removing the complexity from being healthy and well.
Role
Who you are
- Benefits experience required. Experience working directly as an HR team member and/or as a benefit consultant strongly preferred
- 7+ years of customer-facing account leadership or related experience demonstrating a high degree of skill in serving as a trusted advisor
- 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 within a book of business, or related experience negotiating contracts that would demonstrate proficiency managing commercial negotiations independently
- Highly collaborative and influential with your teammates and business partners across the organization to drive results and innovation
- Exceptional executive presence and ability to present complex or detailed information in a digestible and actionable manner
- Willingness to travel approximately 10-15% 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
What the job involves
- HealthJoy’s Customer Success Team is leading the charge at HealthJoy to deliver industry-leading outcomes to our customers, with the ultimate goal of driving customer retention and growth
- As a Senior Customer Success Manager, you’ll be joining a team of peer leaders and subject-matter experts within the broader Customer Success organization, who provide impact both within a book of designated accounts and at scale
- You’ll lead a designated book of business composed of mid-market accounts (approximately 40 logos total) . In addition, you’ll play a key role working closely alongside the Customer Success leadership team, other Sr. CSMs, and cross-functionally to help serve as a senior post-sale escalation point, contribute to process and customer success strategy improvements, mentor junior team members, and participate in other activities drawing upon your domain knowledge and expertise
- This is a unique opportunity for a seasoned benefits industry professional passionate about delivering customer value, and excited to pivot to a dynamic, fast-paced team, to learn new skills in SaaS while making broad contributions toward HealthJoy’s overall revenue goals
- Confidently and independently own key customer outcomes (product adoption and utilization, net dollar retention, and customer health) for clients within your book of business
- Build strong, consultative relationships with your customers and partners (champion to buyer)
- Advise your customers on strategies to optimize adoption across their members, drawing upon your extensive knowledge of HealthJoy’s product and services, benefit industry domain knowledge, and best practices
- By conducting effective ongoing discovery about your customers and their wants and needs, uncover potential upsell and/or other account expansion opportunities, and partner effectively with HealthJoy’s Product Solution Consultant team to effectively position marketplace solutions and ultimately expand account value
- Lead the expansion sales and renewal process for customers within your book of business
- Use your deep understanding of HealthJoy’s value proposition and ROI to position HealthJoy’s value in customer business reviews
- Use best-in-class CRM software and business intelligence tools (Gong, Looker, Gainsight, and others) to proactively dive deep into the performance across your book of business, enabling you not only to provide better thought leadership to your book of business, but also socialize the voice of your customers across internal HealthJoy stakeholders
- Regularly provide product education to your customers, as new features and functionality are released to ensure ongoing awareness and adoption
- Customer relationship management is critical in this role as you are keenly aware of pertinent customer updates with regards to key stakeholders, company level changes, and raising awareness before risk to customer health arises
- You are able to work cross-functionally and pull in HealthJoy team members to support you when needed. You are the voice of the customer and act as an advocate for our customers, while providing feedback to relevant internal stakeholders
- Add value across the organization as a peer leader and senior-level contributor
- Contribute to cross-functional initiatives to improve team process, customer experience, and the attainment of revenue and customer health outcomes
- Support overall Customer Success team performance, in partnership with people managers, by developing internal domain-area training, templates, and other tools used by CSMs to improve the team’s overall understanding of the tools to success as a mid-market CSM
- Evangelize customer value across internal cross-functional teams, advocating for not only what HealthJoy’s customers need in order to be successful today but also in the future given benefit industry trends
- Keep an active pulse on the emerging needs of our mid-market customers and ensure HealthJoy is adapting future strategy and infrastructure to support the success of these clients
- Serve as a mentor to more junior team members looking to grow their careers in customer success and employee benefits
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 employees. 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
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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