Customer Success Manager

Lively; New York (NY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health

Dental

Vision

Employer HSA contributions

FSA

401(k) plan

Life insurance (employer paid)

Commuter benefits

Equity

Unlimited vacation policy

Paid parental leave

Job summary

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.

Qualifications

• 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

Responsibilities

• 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

Skills

Customer Success

Account Management

Project Management

Salesforce

Communication

Upselling

B2B Support

AI Tools

Tools

Microsoft Office

Job description

• At Lively, a key differentiator is our customer experience and the amount of care we give to our employer groups. The CSM team provides an outstanding onboarding and ongoing management experience to our employer customers throughout their lifecycle
• As a CSM, you will own a portfolio of Lively employer customers to nurture, support, and develop. It is the job of the CSM to increase customer loyalty and value by providing great consultative white-glove service
• Serve as the primary point of contact for a portfolio of customers for all account needs
• Advocate for and assist customers in leveraging modern tools, including AI-powered solutions, to optimize their benefit administration processes and reporting needs
• Increase value and drive revenue from existing Lively employers by cross selling other Lively products to those who we already have existing relationships
• Onboard and implement new employer customers to Lively from sign up to funding of accounts
• Build and maintain relationships with customers' third-party vendors, benefits consultants, and brokers
• Facilitate recurring meetings with customers and brokers as requested
• Educate customers on Lively configuration options for benefit enrollment, payroll, and reporting
• Provide client administrators with ongoing enrollment and contribution processing support
• Respond to all employer inquiries within 1-2 business days at all times
• Work cross-functionally to support resolution of customer needs and proactively identify trends across customers to inform Lively product and operations teams
• Create bug reports in Jira for reproducible product issues
• Facilitate bulk asset transfers from third-party HSA providers to Lively

Benefits

• Health
• Dental
• Vision
• Employer HSA contributions
• FSA
• 401(k) plan
• Life insurance (employer paid)
• Commuter benefits
• Equity
• Unlimited vacation policy
• Paid parental leave

We are looking for an experienced, tech-forward Customer Success Manager Central Time Zone preferred to join our quickly growing team!Exceptional attention to detail4+ years of experience in a customer success, implementation, account management, or similar roleSupport high customer volume during our busy Open Enrollment season, roughly October through the end of February each yearStrong project management, organizational, and interpersonal skillsProficient in Microsoft Office and SalesforceExcellent verbal and written communication skillsExperience with upselling and cross selling products to existing customers, as well as hitting revenue-generating goalsExperience delivering an exceptional level of customer support to B2B customersComfortable working with a high level of adaptability and flexibility in a fast-paced, sometimes unstructured environmentTech-savvy and AI-curious experimental mindset with the ability to adopt and advocate for new technologies and systems while focusing on efficienciesDemonstrated experience using AI tools and automation platforms to improve customer experience, streamline workflows, and drive efficiency