HealthJoy

About the Company

HealthJoy helps more than 1,500 employers and their partners bring benefits strategies to life. The HealthJoy app makes it simple for employees to choose the highest-quality, most cost-effective care. This results in healthier employees and a healthier bottom line. To learn more about HealthJoy’s proven approach to healthcare navigation, visit www.healthjoy.com.

Listed Jobs

Company Name

HealthJoy

Job Title

Manager, Customer Success

Job Description

**Job Title** Manager, Customer Success **Role Summary** Lead and scale a high‑performing Customer Success team (5–8 members) responsible for product adoption, retention, upsell, and churn reduction within the East region. Own revenue goals, forecast performance, coach team members, and collaborate cross‑functionally to drive customer health and business growth. **Expectations** - Meet or exceed team revenue targets (gross dollar retention, upsell, expansion). - Reduce churn and increase renewal rates across the book of business. - Maintain accurate forecasting and pipeline hygiene. - Foster a culture of continuous learning and professional development. **Key Responsibilities** 1. **Team Leadership & Revenue Management** - Manage a cohort of Customer Success Managers, Account Executives, and Account Managers. - Own key customer outcomes: product adoption, utilization, health scores, retention, and upsell. - Conduct regular pipeline reviews and coaching sessions to drive expansion. - Partner with Sales/Finance on renewal execution and deal support. 2. **Forecasting & Strategic Planning** - Forecast retention risk and upside opportunities with accuracy. - Run weekly pipeline reviews to ensure alignment with renewal and upsell processes. - Use data‑driven insights to coach performance and inform career growth plans. 3. **Team Development & People Management** - Deliver performance reviews, set clear expectations, and provide constructive feedback. - Identify skill gaps and create targeted training and mentorship plans. - Promote a collaborative, high‑performance team environment. 4. **Customer Relationship Management** - Support the team in positioning value during QBRs and renewal discussions. - Leverage deep benefits domain knowledge to address customer needs. 5. **Cross‑Functional Collaboration** - Translate organizational objectives (adoption, health, etc.) into actionable playbooks. - Build consultative relationships with Product, Commercial, and Customer Operations teams. 6. **Performance Optimization** - Champion AI‑driven features such as predictive analytics and automation to enhance customer value. **Required Skills** - Proven leadership and team management in Customer Success or Account Management. - Strong revenue‑management experience (retention, upsell, expansion). - Data‑analysis and forecasting proficiency. - Excellent coaching, mentoring, and performance‑review capabilities. - Strategic thinking and ability to translate business goals into playbooks. - Outstanding communication and cross‑functional collaboration skills. - Knowledge of AI/InsurTech trends is preferred. **Required Education & Certifications** - Bachelor’s degree in Business, Marketing, Life Sciences, or related field. - Certifications such as Certified Customer Success Manager (CCSM) or equivalent are a plus.

United states

Remote

25-11-2025