Technical CSM: SaaS Integrations & EDI Expert

Lively; United States; Remote; USD 80,000 - 110,000; Full time

Benefits offered by this job

Stock options

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

HSA with employer contribution

FSA

Paid parental leave

Medical travel benefits

401k plan

Flexible vacation policy

Lifestyle spending accounts

Job summary

Lively is a remote-first benefits technology company. We are seeking a Technical Customer Success Manager to support enterprise clients, focusing on EDI integration and deep product knowledge. You will help customers optimize their BenAdmin and Payroll feeds and collaborate with Sales, Product, Marketing, and Engineering.

You will grow with evolving offerings, contribute to issue analysis and triage, and drive a high-quality customer experience, especially during peak Open Enrollment seasons.

Qualifications

• 2+ years of client facing experience.
• Exceptional customer support for enterprise customers.
• Strong project management, organizational and interpersonal skills.
• Excellent verbal and written communication skills.
• Exceptional attention to detail.
• Passion for technology in a fast-growing SaaS company.
• Experience with cross-functional teams (Sales, Product, Marketing, Engineering).
• Ability to write feature requests or bug tickets for product/engineering.
• Basic understanding of EDI Feeds, SFTP, and APIs.
• Familiarity with Salesforce CRM.
• Experience using Jira.
• Proactive communication; escalate issues when needed.
• Willingness to support high volume during Open Enrollment (Nov–Jan).
• Adaptability in a fast-paced environment.
• Driven attitude.

Responsibilities

• Become a subject matter expert on customer support topics.
• Facilitate and monitor EDI Feeds with new customers and their BenAdmin and/or Payroll providers.
• Maintain a deep understanding of our product and discuss relevant features with customers.
• Maintain high customer satisfaction by collecting feedback and prioritizing requests with internal teams.
• Learn Lively’s Employer product functionality and understand architecture and tools to triage issues.
• Write and manage technical documentation for internal teams and external customers.

Skills

Client facing

Enterprise support

Project management

Communication skills

Attention to detail

SaaS experience

Cross-functional collaboration

Feature requests

EDI

SFTP

APIs

Salesforce

Jira

Open Enrollment readiness

Adaptability

Driven

Tools

Salesforce

Jira

Job description

Lively is a remote-first benefits technology company. We are seeking a Technical Customer Success Manager to support enterprise clients, focusing on EDI integration and deep product knowledge. You will help customers optimize their BenAdmin and Payroll feeds and collaborate with Sales, Product, Marketing, and Engineering.

You will grow with evolving offerings, contribute to issue analysis and triage, and drive a high-quality customer experience, especially during peak Open Enrollment seasons.