Client Success Manager, Tech Touch
At Springbuk, we’re a team of highly driven, team-oriented self-starters. We work hard and win big while crafting a high-energy, inspiring company culture. We aspire to challenge old ways of thinking and impact real change in the healthcare industry. Our team is on a mission to prevent disease with data. Springbuk is a nationwide company with employees who care about empowering smarter healthcare decision-making.
This role is focused on running a data-driven, tech-touch Customer Success model for our mid-market customers. You'll be leveraging modern tools to implement a customer-centric process, and own the onboarding, training, advocacy, expansion, and renewal for a large portfolio of accounts.
This proven performer knows the health insurance and employee benefits industries and intuitively knows how to develop and foster long-term relationships as an ongoing resource ensuring Springbuk aligns with client needs and goals. If this sounds like you, explore the job specifics below. You might be exactly who we’re looking for, and we’d love to get in touch!
Here’s what you will do:
-Proactively manage the end-to-end customer journey for a large portfolio of accounts in a (mostly) tech-touch Customer Success model
-Own onboarding, training, expansion, renewals, check-ins, and QBRs for your portfolio
-Design the tech touch strategy, building the capabilities, and executing the programs across the customer lifecycle to onboard, engage, renew, and expand our customers
-Craft clear and effective communications for scalable and efficient outreach
-Identify opportunities for scale and eliminate redundancies within current tech stack
-Manage multiple, concurrent projects in a fast-moving environment
-Coordinate with technical and support teams to resolve unexpected issues
A successful candidate will have:
-3+ years experience in account management, customer service, customer SaaS training, or related field
-Experience using Salesforce
-Demonstrated experience building one-to-many programs through scalable technology
-Passion and interest in helping build out the tech touch model
-Genuine desire to help people and make them succeed.
-Strong communication skills – effective at communicating at all levels of our customer base
-Experience and interest in identifying and building process improvements
-A self-starter with ability to manage time and prioritize competing demands
-Someone analytical by nature with a knack for solving real-world business challenges
Not required but a plus:
-Experience with Gainsight or similar tools
-3+ years experience working in health insurance or brokerage, employee benefits, disease management, or population health
-Minimum of a Bachelor’s degree or equivalent in business, health administration, public health, or health sciences
Being You at Springbuk:
Springbuk’s goal is to attract and retain diverse talent and provide an inclusive environment for all where everyone’s voice is heard and all employees feel accepted. Springbuk is an equal opportunity employer and we do not discriminate on the basis of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including pregnancy), gender (including gender nonconformity and status as a transgender or transsexual individual), age, physical or mental disability, citizenship, past, current or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law.