AI-Driven B2B Customer Success Manager

Lively; New York (NY); Híbrido; USD 90 000 - 120 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health

Dental

Vision

Employer HSA contributions

FSA

401(k) plan

Life insurance (employer paid)

Commuter benefits

Equity

Unlimited vacation policy

Paid parental leave

Resumo da oferta

Lively in New York is seeking an experienced Customer Success Manager to own a portfolio of employer customers, guiding onboarding, adoption, and ongoing success throughout their lifecycle.

You will advocate for AI-powered solutions, drive cross-sell opportunities, collaborate with brokers and vendors, and respond promptly to inquiries while coordinating with internal teams to improve processes and customer satisfaction.

Qualificações

• 4+ years of experience in a customer success, implementation, account management, or similar role
• Support high customer volume during Open Enrollment season, roughly Oct through Feb
• Strong project management, organizational, and interpersonal skills
• Proficient in Microsoft Office and Salesforce
• Excellent verbal and written communication skills
• Experience with upselling and cross selling products to existing customers, as well as revenue-generating goals
• Experience delivering an exceptional level of customer support to B2B customers
• Comfortable working with a high level of adaptability in a fast-paced environment
• Tech-savvy and AI-curious mindset with ability to adopt new technologies
• Demonstrated experience using AI tools and automation platforms

Responsabilidades

• Own a portfolio of employer customers to nurture, support, and develop
• Increase customer loyalty and value with consultative, white-glove service
• Serve as the primary point of contact for account needs
• Advocate for AI-powered solutions to optimize benefit administration and reporting
• Drive revenue through cross-selling other Lively products to existing relationships
• Onboard and implement new employer customers from signup to funding
• Build and maintain relationships with vendors, consultants, and brokers
• Facilitate recurring meetings with customers and brokers
• Educate customers on configuration options for benefits, enrollment, payroll, and reporting
• Provide ongoing enrollment and contribution processing support
• Respond to employer inquiries within 1–2 business days
• Collaborate cross-functionally to resolve needs and identify trends for product/ops
• Create bug reports in Jira for reproducible product issues
• Facilitate bulk asset transfers from third-party HSA providers to Lively

Conhecimentos

Customer Success

Account Management

Project Management

Salesforce

Communication

Upselling

B2B Support

AI Tools

Ferramentas

Microsoft Office

Descrição da oferta de emprego

Lively in New York is seeking an experienced Customer Success Manager to own a portfolio of employer customers, guiding onboarding, adoption, and ongoing success throughout their lifecycle.

You will advocate for AI-powered solutions, drive cross-sell opportunities, collaborate with brokers and vendors, and respond promptly to inquiries while coordinating with internal teams to improve processes and customer satisfaction.