CSM II
Core
Own the health, adoption, retention, and growth of a book of Small Business (SMB) accounts for a global fertility and family care platform.
Role type
Mid-level Customer Success Manager (SMB)
Builds
Fertility and family care benefits programs for multinational employers and health plans
Domain
Digital health / Employee benefits
Deliverable
client delivery
Required skills
Account management, CRM proficiency (Salesforce), data analysis (CSAT, utilization), renewal management, upsell/expansion strategy, stakeholder communication
Preferred skills
Knowledge of HR benefits landscape, experience with Gong/Airtable/BI tools, experience in high-growth tech environments
Technologies
Salesforce, Gong, Airtable, BI/reporting tools
Responsibilities
Conduct regular check-ins and business reviews to align on goals and track performance; Monitor success metrics to identify risks and address churn drivers; Support the renewal cycle to drive on-time close and retention; Identify and pursue expansion opportunities to contribute to ACV growth; Partner with internal teams (Product, Implementation, Member Support) to ensure customer value; Maintain accurate account records and pipeline hygiene in Salesforce
Seniority
Mid-level, hands-on IC