Customer Success Manager

Role Summary:

Reporting to the Head of Implementation & Customer Success, the Customer Success Manager owns a book of mid-market employer accounts end to end. You'll be the go-to partner for HR leaders, brokers and carrier partners, keeping programs running smoothly and helping clients get full value from their benefits. This role suits an organized, relationship-driven professional who enjoys time on site with clients and cares about mental health and employee wellbeing.

Key Responsibilities:

• Own relationships and account plans for a book of mid-market EAP and behavioral health accounts, focused on customer satisfaction and retention that lead to growth opportunities
• Serve as the main contact for HR and benefits leaders, keeping brokers, consultants and carrier partners engaged
• Lead recurring client meetings and quarterly and annual business and utilization reviews that show value
• Build clear, data-driven presentations using utilization, benchmarks, and market and regulatory trends
• Own the renewal cycle, from pricing and contracting through open enrollment and plan materials, with leadership support on complex renewals
• Hit quarterly and annual retention and renewal targets through proactive account planning and early risk escalation
• Evolve each client's strategy as needs change, bringing in digital solutions and internal leaders to collaborate
• Partner with Sales and Implementation on a smooth handoff, transition and onboarding for new clients
• Shape training, education and engagement strategy around each client's goals, utilization and workforce needs
• Represent the company on site at health and benefit fairs, open enrollment meetings and client events
• Collaborate with Clinical, care coordinators, Operations, Finance, Legal and Compliance to resolve eligibility, invoicing and member issues
• Support teammates' accounts and events as needed and share best practices across the team

Travel: 30–40%, regionally and nationally by car and air, with broader travel as business needs require.

Qualifications:

• 4+ years in customer success, account management or client relations, ideally in EAP, behavioral health, benefits or healthcare
• Bachelor's degree or equivalent experience
• Experience owning client relationships, including renewals and retention
• Experience partnering with regional and national brokers, consultants and carrier partners
• Comfort working with utilization and financial data and turning it into clear client insights
• Clear communicator, confident presenting to HR audiences and employee groups
• Strong organization and follow-through across multiple accounts at once
• Proficient in Microsoft Office, Google Suite, and Salesforce or a similar CRM, with an interest in using AI tools
• Adaptable and solutions-oriented when client needs or priorities change
• Familiarity with benefit plan documents, related regulations and digital health solutions a plus
• Passion for helping employees and their families live their healthiest lives
• Valid driver's license and willingness to travel regionally, nationally and as needed

Pay: $65,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) 4% Match
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance
• Work from home

Willingness to travel:

• 50% (Preferred)

Work Location: Hybrid remote in Birmingham, AL 35209