Customer Success Manager

Role overview

As a Customer Success Manager at Lively, you will be the primary point of contact for a portfolio of employer customers. You’ll advocate for their needs, help them leverage modern tools to optimize benefit administration, and drive growth through expansion.

Key missions

• Manage a portfolio of employer clients by delivering high-quality, consultative service that increases retention and customer value.
• Onboard and implement new employer customers, guiding them from signup through account funding.
• Collaborate with internal teams to solve customer needs.
• Identify customer trends proactively to inform Lively’s product and operations teams.
• Maintain relationships with third-party vendors.
• Drive revenue through cross-selling.
• Support high customer volume during Open Enrollment (~October through end of February).

Requirements

• Excellent written and verbal communication skills.
• Experience with upselling/cross-selling and meeting revenue goals.
• Demonstrated experience using AI tools and automation platforms to improve customer experience and streamline workflows.
• Proficiency in Microsoft Office and Salesforce.
• Comfortable working in a fast-paced, sometimes unstructured environment.
• Tech-savvy, AI-curious mindset with ability to adopt and advocate for new technologies.
• Experience delivering exceptional support to B2B customers.
• 4+ years in customer success, implementation, account management, or a related role.
• Strong project management, organizational, and interpersonal skills.
• Exceptional attention to detail.

Nice to haves

• Adaptability and flexibility during the Open Enrollment period with a high level of customer volume.