Customer Success Manager, Lively
$115-150k
More information about location
Health savings account provider
Job no longer available
Health savings account provider
101-200 employees
Job no longer available
$115-150k
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
- 6+ years of experience in Customer Success or a post sales role
- 2+ years of direct people management experience
- Demonstrated excellence in leading a team that was responsible for growing and maintaining a current book of business, including cross sell initiatives and providing great client service
- Prior experience with headcount forecasting
- Comfortable working in a fast paced work environment
- An excitement for process improvement and documentation
- Demonstrated experience with employee development and mentorship
- Must have excellent written and oral communication skills
- Proficient in Microsoft Office/Google Suite
- Proficient in Salesforce
- Bachelor’s degree from an accredited college or university preferred, but not required
What the job involves
- Manage the day-to-day operations of Lively’s team of remote Customer Success Managers (CSMs) located across the country
- Actively monitor and hold the CSM team accountable for the health of their book of business during implementation and beyond
- Triage employer escalations by working within the CS team and cross functionally with other Lively departments as necessary
- Transform quarterly company wide goals into CSM objectives and key results
- Identifying process gaps, removing barriers, and implement change to manage (and scale) the team efficiently
- Assist with process documentation for internal and external resource material
- Responsible for monitoring and completion of CS key performance metrics such as future upsell and cross sell campaigns, retention goals, implementation reporting, and NPS goals
- Coach, mentor, develop team members for career pathing within CS and the Lively organization dependent on business needs
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.
Share this job
View 1 more job at Lively