Req #201000

Customer Success Manager

Remote/Virtual
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The Customer Success Manager at Castlight Health plays a key role in helping our clients achieve success. The CSM owns a portfolio of clients, and acts as the quarterback for the client throughout their relationship with us. The focus is on relationship building, understanding client needs and managing the contractual fulfillment of assigned accounts. The ideal candidate will have a background in large customer relationship management, healthcare, and SaaS platforms.

This role requires flexibility and the ability to adapt to the evolving needs of the organization. There will be opportunities for career growth based on performance and interest, including management opportunities.

Responsibilities;
  • Develop relationships with client that are deep enough to allow us to understand their broader health and wellbeing strategy.
  • Develop Success Plans in cooperation with the client and coordinate the activates necessary to deliver on the plan.
  • Own all aspects of customer renewals and coordinate with the sales team on upsells
  • Must be well versed in issue management, including appropriate escalation internally and expectation management with the client.
  • Organize and lead effective customer interactions, from weekly meetings to day-long workshops
  • Execute on the internal administrative tasks necessary to keep our team informed and manage the business.

Qualifications;
  • Healthcare and Benefit design expertise required
  • 3+ years of experience servicing National enterprise B2B accounts
  • 2+ years of experience in consulting program management (desired but not required)
  • Strategic thinker who is capable of blending technology and business strategy to develop customer account success plans
  • Excellent listening, communication and presentation skills; influence effectively at all levels of the organization, including C-level
  • Comfortable giving product demonstrations
  • Possess strong leadership skills including: strong sense of ownership, confidence with humility
  • Process-driven and analytical thinker
  • High level of comfort with fast-paced environments; self-starter, ready to roll up your sleeves
  • Education BA/BS required
  • Willingness to travel up to 30% of the time to clients, Castlight headquarters (SF) and appropriate industry events
Castlight Health provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Castlight Health will provide reasonable accommodations for qualified individuals with disabilities.

Castlight Health does not accept unsolicited assistance from recruitment search firms for employment opportunities. All resumes submitted by search firms to any employee at Castlight Health via email, the Internet or in any form and/or method without a signed search agreement on Castlight’s form in place ahead of time will be deemed the sole property of Castlight Health. In such cases, no fee will be paid or payable in the event the candidate is hired by Castlight as a result of the submission.