Customer Success Manager - Employee Benefits & Wellness

Workplace Options; Birmingham (AL); On-site; USD 48,000 - 80,000; Full time

Job summary

Workplace Options and Behavioral Health Systems are seeking a Customer Success Manager in Alabama to own a mid-market book of EAP and behavioral health accounts. You’ll partner with HR leaders, brokers and carrier partners to ensure programs run smoothly and drive client value.

Reporting to the Head of Implementation & Customer Success, you’ll lead client meetings, renewals and reviews, present utilization data, and collaborate with sales, operations and clinical teams.

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.

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

Account management

Client relations

Renewals & retention

Data interpretation

HR presentations

CRM (Salesforce)

Organization

AI tools interest

Communication

Travel readiness

Education

Bachelor's degree or equivalent experience

Tools

Salesforce

Microsoft Office

Google Suite

Job description

Workplace Options and Behavioral Health Systems are seeking a Customer Success Manager in Alabama to own a mid-market book of EAP and behavioral health accounts. You’ll partner with HR leaders, brokers and carrier partners to ensure programs run smoothly and drive client value.

Reporting to the Head of Implementation & Customer Success, you’ll lead client meetings, renewals and reviews, present utilization data, and collaborate with sales, operations and clinical teams.