HealthJoy
HealthJoy removes the complexity from being healthy and well.
Remote, OR, USA
Remote

Senior Customer Success Manager

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Employer Provided Salary: $115,000-$130,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.

Come for the mission. Stay for the experience.

Let’s keep things simple: we are an unbelievably 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 users. We’re removing that complexity. Now more than ever, employers are adding value to their employees’ benefits like telemedicine and mental health services. HealthJoy’s industry-changing tech platform consolidates those benefits into a simplified benefits experience, saving users time and money.  

With over $100M in fundraising to date, and the successful closing of our recent Series D, HealthJoy has garnered workplace awards for Inc.’s Fastest Growing Startups and Built In Chicago’s Best Places to Work while growing globally to nearly 400 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. 

As a Sr. Customer Success Manager, you’ll be the post-sale face for HealthJoy’s largest and most strategic customers and partners. In addition, as a senior “subject matter expert” within the Customer Success organization, you’ll play a key role working closely alongside the Customer Success leadership team, as well as cross-functionally, to build out and iterate our customer success motion. 

Customer Success Management

  • Confidently and independently own key customer outcomes (product adoption and utilization, retention, customer health) for clients within your book of business 
  • Be an expert on the HealthJoy product suite, in order to appropriately influence your HR customers toward optimal utilization; providing timely and appropriate guidance regarding how to achieve the most value from the HealthJoy product suite
  • Build strong, consultative relationships with the HR leaders, as well as executives / buyers at the customer (up through C-Suite), to ensure they can confidently use the HealthJoy product suite, understand the resources available to them and their employees, and ultimately find value in HealthJoy’s products 
  • Liaise effectively with cross-functional teams in order to effectively advocate for your clients and what they need to success with HealthJoy
  • Use Gainsight and Looker to monitor trends across the clients you manage, and provide timely and proactive insights to your team members, senior leaders, and cross-functional orgs (Product, Implementation, Sales, Member Services) regarding your book of business, escalating appropriately as needed
  • Collaborate effectively with your counterparts in Customer Success to ensure a consistent approach to success delivery and promote organizational learning
  • Lead and influence account analysis strategies (Win-Loss, VOC feedback, etc.) within the Customer Success organization’s overall learnings, and identify incremental areas of improvement, as measured by Customer Health Scores, NPS, and overall retention across your book of business 
  • Serve as an expert in internal, cross-functional business projects as a representative of the Customer Success organization
  • Develop and refine company methodology, process and documentation guidelines related to onboarding, product adoption, and ongoing customer success
  • Keep an active pulse on the emerging needs of our largest and most strategic customers and ensure the Customer Success team is adapting future strategy and infrastructure to support the success of these clients 
  • Serve as a mentor to more junior team members looking to grow their careers in customer success and employee benefits

Your experience.

  • 5+ years of account management or customer success type role 
  • Benefits, wellness, or healthcare sector experience required. Experience working as a benefit consultant strongly preferred.
  • Strategic and results oriented approach to partnering with customers at levels of an organization (individual contributor through C-Suite) to achieve desired outcomes 
  • Highly collaborative and influential with your teammates and business partners across the organization to drive results and innovation
  • Exceptional executive presence and ability to present complex or detailed information in a digestible and actionable manner 
  • Experience working in an enterprise or channel sales environment
  • Proven track record of successfully managing executive relationships
  • Desire to work in a dynamic, fast-paced, high growth environment
  • A strategic thinker with excellent project management skills, attention to detail, and a passion for solving problems
  • Proficient in customer success tooling including Salesforce and Gainsight (or an equivalent CRM)

Total Rewards 

Job Level: 40 

Base Compensation Range for Job Level: $115,000 - $130,000 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.

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What are HealthJoy Perks + Benefits

HealthJoy Benefits Overview

HealthJoy offers a robust package of employee perks and benefits including healthcare benefits, flexible PTO plan, 401k, parental leave, a work from home stipend, telemedicine, Employee Assistance Programs and a generous HSA contribution match.

We also stay connected while working remotely through virtual wellness activities & happy hours, volunteer events in our local communities, lunch and learns, ‘friendship time’ pairings and ‘high five’ Friday’s.

The best benefit of all? We use our own product. As an employee, you can rely on HealthJoy to feel confident about your own healthcare decisions and get the most out of your unique benefits plan.

Culture
Volunteer in local community
We're finding ways to support the communities and causes that matter most to our employees.
Partners with nonprofits
We currently partner with Non Profits such as 360 Youth Services.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Employee resource groups
Employee-led culture committees
President's club
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Diversity employee resource groups
HealthJoy's ERGs consist of the following; Multicultural, Emerging Leaders, Women's Network, and LGBTQ+ and Allies. We also encourage open discussion in our company's Belonging group slack.
Hiring practices that promote diversity
In addition to being an Equal Opportunity Employer, we welcome applicants who represent a diverse set of interests and life experiences.
Health Insurance & Wellness Benefits
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Pay transparency
Child Care & Parental Leave Benefits
Family medical leave
Vacation & Time Off Benefits
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Office Perks
Company-sponsored outings
Home-office stipend for remote employees
HealthJoy offers employees a work from home stipend to help team members create a comfortable and productive environment wherever they are.
Professional Development Benefits
Job training & conferences
Lunch and learns
HealthJoy employees lead lunch & learn sessions to help team members learn more about the departments across the company and occasionally throw in fun sessions from our in-house Improv performer.
Promote from within
Online course subscriptions available
Customized development tracks
Paid industry certifications

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