CSM II
Core
Own the health, adoption, retention, and growth of a book of Small Business (SMB) accounts, serving as the primary point of contact for HR benefits leaders.
Role type
Customer Success Manager II (SMB)
Builds
Fertility and family care benefits programs for multinational employers and health plans
Domain
Digital health / Employee benefits
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Account management, CRM proficiency (Salesforce), data analysis (CSAT, utilization), renewal management, upsell/expansion strategy, stakeholder communication
Preferred skills
Knowledge of employee benefits landscape, experience with renewal/expansion conversations, familiarity with BI/reporting tools (Gong, Airtable)
Technologies
Salesforce, Gong, Airtable
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
