Customer Success Manager

Workplace Options; United States; Remote; USD 65,000 - 80,000; Full time

Job summary

Workplace Options seeks a Customer Success Manager to lead a book of mid-market EAP and behavioral health accounts. This full-time role reports to the Head of Implementation & Customer Success and requires on-site client engagement across the region.

You'll collaborate with HR leaders, brokers and carrier partners, analyze utilization and trends, and guide renewals with a data-driven approach to ensure client value and retention.

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.

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.
• Perform other related duties as directed or deemed appropriate.

Skills

Customer success

Client relationships

Broker partnerships

Data analysis

Presentation skills

Organization

Adaptability

Travel readiness

Education

Bachelor's degree or equivalent experience

Tools

Salesforce

Office suites

Job description

About this opportunity:

Workplace Options is proud to support our sister organisation, Behavioral Health Systems (BHS), in recruiting a Care Coordinator.

BHS operates one of the nation's largest specialty preferred provider organizations (PPO), which is comprised of psychiatrists, psychologists, social workers, EAP providers as well as facility networks including hospitals, rehab/residential treatment centers, partial hospitalization programs and intensive outpatient programs. BHS fully credentials and panels their own network of providers.

Current Opportunity: Customer Success Manager

Location: US

Full-time/Part-time: This is a full-time (40 hours per week) position.

Salary: $65,000 - $80,000 USD per year plus competitive benefits offering

What you will do:

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.

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
• Perform other related duties as directed or deemed appropriate.

Qualifications/Skills:

• 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

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

For further information about BHS please see https://behavioralhealthsystems.com/providers/

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