Job Specifications
Preferred Location: Major East Coast metro airport - Atlanta, Philadelphia, Chicago, Orlando, DC/Virginia, Boston/NY.
This role will manage a team of Customer Success Managers, Account Executives, and Account Managers dedicated to supporting our East region customers.
Come for the Mission. Stay for the Experience.
Let’s keep things simple: we’re a talented, hard-working and compassionate team driving towards a mission that impacts every single one of us - even you!
Healthcare benefits are complex, underutilized and a mystery for most people. That’s why it’s our vision to remove the complexity from being healthy and well. HealthJoy guides employees to affordable, high-quality healthcare by consolidating our clients’ health and wellness strategies into a simple, unified digital experience. This leads to healthier employees and a healthier bottom line.
With over $100M in fundraising to date, HealthJoy has garnered workplace awards for Inc. 's Fastest Growing Startups and Built In Chicago’s Best Places to Work while growing globally to over 300 team members. We’re continuing down the path of high growth and high impact, and this role is a key member of the Customer Success team making that happen.
Your impact.
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.
Key Mindsets & Approaches:
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.
What You'll Do:
Team Leadership & Revenue Management
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.
Forecasting & Strategic Planning
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.
Team Development & People Management
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.
Customer Relationship Management
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.
Cross-Functional Collaboration
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.
Performance Optimization
Act as a champion for customers utilizing our AI driven features (e.g., predictive analytics, auto
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.
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