Customer Success Manager

Job description

Ease is an online benefits enrollment system built for insurance brokers and employers. Ease makes it simple to set up and manage benefits, onboard new hires, stay compliant, and offer employees one destination for all their human resources information. Started in 2012 in San Francisco by employee benefits veteran, David Reid, and web and engineering architect, Courtney Guertin, Ease works with insurance brokers and small businesses to create seamless HR and benefits processes on an easy-to-use system, and has offices in Las Vegas, New York, Omaha, and San Diego. In 2015, Ease was launched on the West Coast and is among the most widely adopted, fastest growing solutions for brokers and employers in the area, with over 60,000 employers and 1.5 million enrollees.

What You’ll Do

As a Customer Success Manager you will champion customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies. You will also help provide feedback for our product roadmap on your book of business. You will be involved in educating the customers, demonstrating value to the customers, strategizing towards customer growth, renewal support of the customers, and more.

* Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed.
* Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.
* Identify opportunities for key customers to act as Ease advocates (e.g. testimonials, case studies).
* Marshall resources across the Ease org as needed to support customers needs.
* Collect, analyze, and share customer outcomes with data analytics around analyze customer health metrics, NPS, other feedback.
* Identify and represent the voice of the customer through feedback and internal collaboration on product development, marketing, and sales processes.
* Collaborate on and support renewals and expansion opportunities.
* Serve as the primary contact for the onboarding of new customers, the training of platform end users, and driving customers to additional product adoption.
* Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base.
* Being the main point of contact between the company and your portfolio of named accounts.

What We’re Looking For

Experience

* 4+ years in a Customer Success, Relationship Management, Account Management, or similar role.
* Experience working with large, SaaS enterprise customers.
* Experience with SaaS products and customer success processes, preferred.
* Exceptional communication skills, highly organized, collaborative and detail oriented.
* Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals.
* Empathetic, positive attitude with a desire to help our customers reach their goals.
* Experience working with a Customer Success platform.

Skills

* Results-driven mentality, with a bias for speed and action.
* Strong analytical skills, with the ability to translate data into insights, strong Excel skills preferred.
* Strong PowerPoint, Excel and data analytics skills.
* Comfort in a startup environment as we move quickly and wear many hats in a dynamic environment.

Ease is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.