Technical Customer Success Manager

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

Job summary

Lively is a remote-first company with a San Francisco headquarters and a US-wide workforce, focusing on human-centered benefit solutions. The role centers on technical customer success, supporting EDI integration setups and BenAdmin/Payroll feeds, and growing with cutting-edge product enhancements.

You will become a subject matter expert, help analyze issues, document troubleshooting steps, and ensure high customer satisfaction through cross-team collaboration.

Qualifications

• 2+ years of client-facing experience.
• Exceptional level of customer support to enterprise customers.
• Strong project management, organizational, and interpersonal skills.

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 speak with customers about relevant features.
• Maintain a high level of customer satisfaction by collecting and structuring customer feedback and working with internal teams to prioritize requests.
• Learn Lively’s Employer product functionality and understand architecture and tools to analyze and triage issues.
• Write and manage technical documentation for internal teams and external customers.

Skills

Client facing

Customer support

Project management

Communication

Attention to detail

Healthcare tech

Job description

Lively set out to raise the bar on benefit solutions, because we believe no one should have to sacrifice personal wellness for financial wellness. While traditional benefits focus more on transactions and less on the humans using them, Lively harnesses user-centric design and innovative technology to deliver an effortless experience for employers and account holders alike. Our modern HSA is consistently top-rated, and we have since expanded our offerings to provide a full suite of other benefits and services for companies, consumers, and financial institutions.

Lively is a remote-first company, headquartered in San Francisco with employees across the US.

About the Role

Lively has an amazing Customer Success Team that has continued to grow and expand over these past few years. This Technical CSM role requires thorough knowledge of our products and offerings, but also the ability to assist our customers with their EDI or integration setups. With Lively being a cutting edge technology in the benefits industry, we are continually growing our offerings through multiple integration avenues in order to provide the best experience for our customers. You will have the opportunity to grow with these advancements and provide valuable input into the future of the product. As well as work on sharpening your troubleshooting and customer service skills. This role is perfect for you if you have a passion for technology, customer service, and healthcare.

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 speak with customers about the most relevant features/functionality for their specific requirements.
• Maintain a high level of customer satisfaction by collecting and structuring customer feedback & working closely with internal teams to prioritize requests.
• Learn Lively’s Employer product functionality and understand the architecture and technical tools needed to help analyze and triage issues as they arise.
• Write and manage technical documentation for internal teams and external customers.

Skills & Experience

• 2+ years of client facing experience.
• Exceptional level of customer support to enterprise customers.
• Strong project management, organizational, and interpersonal skills.
• Excellent verbal and written communication skills.
• Exceptional attention to detail.
• Passion for