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, automation tools). Guide customers on how to optimally integrate these features into their workflows to maximize their ROI and business outcomes.
- Feedback Loop Management: Systematically capture and translate customer feedback regarding AI model performance, feature usability, and data output into actionable requirements for the Product and Engineering teams.
- Utilize best-in-class CRM software and business intelligence tools (Gong, SFDC, Looker, Gainsight, and others) to proactively analyze performance across your book of business and drive continuous improvement.
Your experience.
- Benefits experience required. Experience selling to / partnering with benefit consultant teams as part of achieving you and your team’s goals.
- Minimum of seven (7)+ years of customer-facing account leadership or related experience demonstrating a high degree of skill in serving as a trusted advisor.
- Minimum of two (2)+ years of direct people management experience including coaching, performance management, and team development, including managing a team toward attainment of revenue goals.
- Proven success managing renewal across a large book of business, specifically in small business, ideally within a recurring revenue model.
- 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, specifically identifying expansion opportunities, managing pipeline, and driving the sales process.
- Highly collaborative and influential with your teammates and business partners across the organization to drive results and innovation.
- Candidates must possess the technical acumen to discuss the inputs, outputs, and business implications of AI with users ranging from analysts to C-level executives
- Exceptional executive presence and ability to present complex or detailed information in a digestible and actionable manner.
- Willingness to travel approximately 20% 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%.
Total Rewards.
Job Level: 50
Base Compensation Range for Job Level: $120,000-150,000 Annually
The cash compensation above includes base salary only. Certain roles are eligible for additional cash incentives such as commission, annual bonus targets, overtime pay or other variable incentives.HealthJoy maintains a comprehensive strategy to determine rewarding and competitive packages for individual compensation for new hires, internal promotions and internal job changes. This strategy is based on several factors unique to each individual, including: 1) the skills, experience and qualifications of the individual; 2) the responsibilities and demands of the role; 3) analysis of external market data; and 4) company budget and financial performance. HealthJoy is a remote-first employer.
The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At HealthJoy, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each role and individual. In addition to cash compensation, HealthJoy offers a rich “Total Rewards” package that includes:
- Medical, Dental and vision insurance packages
- HSA contribution match
- Stock options for eligible roles
- 401k match
- Paid parental leave
- Company sponsored Short Term and Long Term Disability coverage
- Flexible PTO
Commitment to Equal Pay.
At HealthJoy, we are committed to creating a diverse and inclusive workplace where everyone has the opportunity to succeed and thrive.We believe that everyone should be paid based on their qualifications, experience, and the work that they do, and not on their gender, race, or any other personal characteristic. Our compensation practices are essential to fostering a diverse and inclusive culture where we value the contributions of all our employees. We conduct thorough annual reviews of employee pay and our pay practices to ensure we reward the right behaviors and are providing equal pay for equal work. Additionally, we assess the external market and internal equity across like roles.
As part of our regular review of pay practices, HealthJoy examines employee pay for potential disparities between persons of different genders, races and ethnicities that are not explainable by objective factors such as performance, experience level, credentials, or location, and are committed to correcting any issues and reviewing practices from unintended outcomes.
Commitment to Equal Opportunity.
HealthJoy is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other basis forbidden under federal, state, or local law.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.
HealthJoy is dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role and HealthJoy, we encourage you to apply. You may be just the right candidate for this or other roles.
