Role Description This role offers an exciting opportunity to manage and optimize benefits administration services for mid-market clients in a fast-paced, client-focused environment. You will be responsible for ensuring client websites are configured accurately, maintaining smooth operations, and providing expert guidance and support throughout the employee benefits lifecycle. The position requires balancing technical configuration, client communication, and process improvement initiatives while working closely with internal teams and clients to deliver exceptional service. - Manage and maintain client benefits websites, updating configurations, permissions, field options, and site text as client requirements evolve. - Conduct quality assurance testing for client sites and monitor issue resolution to ensure a smooth employee experience. - Respond to client inquiries promptly, triaging and resolving tickets within 24 hours while maintaining ownership from start to finish. - Prepare and deliver technical presentations, product demos, and training sessions for clients, including open enrollment and release updates. - Drive process improvements, develop fulfillment procedures, and manage workflows for carrier and payroll feeds. - Lead and support client meetings, special projects, and cross-functional initiatives to enhance service delivery. - Coach and mentor team members, sharing client insights to inform product and service enhancements. Qualifications - 3+ years of experience in benefits administration system configuration and 2+ years in project management. - Strong technical skills, including proficiency in Excel (VLOOKUP, Pivot Tables) and analytical problem-solving. - Excellent written and verbal communication skills, with the ability to interact effectively with both technical and non-technical stakeholders. - Highly organized, reliable, and initiative-driven, with a passion for process improvement and innovation. - Team-oriented mindset with a focus on delivering superior client service and achieving business outcomes. - Bachelor’s degree or equivalent combination of education and experience. Benefits - Base salary range: $65,000–$80,000 USD, with final compensation based on experience and location. - Comprehensive health benefits, including medical, dental, and vision plans. - Flexible, remote-friendly work environment across the United States. - Retirement savings plans and employer-sponsored programs. - Professional development opportunities, training, and career growth support. - Paid time off, holiday schedule, and employee wellbeing initiatives. - Collaborative and inclusive company culture, with team events and recognition programs.

• Manage the relationship with client companies in directing Lucet service delivery • Maintain overall customer satisfaction and account retention • Assist in defining client company needs and implementing strategic action plans • Monitor key service performance areas, identify trends, and track progress against targets • Develop and implement strategic business plans that align with customer expectations

• Uphold TestGorilla's behaviors and foster an inclusive, supportive culture. • Collaborate effectively with global colleagues across teams and time zones. • Conduct excellent discovery conversations and streamline onboarding to optimize Time-to-First-Value and set customers up for long-term success. • Utilize strong customer relationship management skills to cultivate deep, multi-threaded partnerships across stakeholders, ensuring strategic alignment and delivering measurable ROI. • Leverage AI tools and automated playbooks to efficiently manage your portfolio, engage customers asynchronously, and optimize your daily workflows. • Monitor customer health closely to increase deep product adoption, credit consumption and expand the use of the TestGorilla featureset across your accounts (customer maturity). • Utilize data-driven insights to identify churn risks at scale and execute swift strategies to protect Gross Revenue Retention (GRR). • Partner directly with Account Managers to not only facilitate smooth renewals but also proactively identify expansion opportunities, drive greater credit consumption, and position successful accounts to participate in case studies that support cross-selling. • Take a highly consultative approach to transform successful customers into vocal champions, leveraging their insights to contribute directly to our product roadmap and serve as strong advocates for TestGorilla.

• Own the tech-touch customer portfolio – Act as the primary owner for a defined base of tech-touch customers, ensuring strong adoption, engagement, and retention through scalable motions. • Design and launch tech-touch programs – Research, plan, coordinate, and execute tech-touch Customer Success service programs that drive onboarding, product adoption, renewal, and expansion. • Build segmented engagement approaches – Craft structured and segmented approaches to engaging customers and delivering self-guided success journeys tailored to different customer needs. • Deliver personalized experiences at scale – Help customers feel valued and supported through targeted communications, health scoring, usage triggers, and automated success plays. • Monitor customer health and risks – Track product usage, customer health signals, and risk indicators; proactively trigger the right lifecycle motions. • Identify and drive growth opportunities – Proactively detect expansion opportunities within the portfolio and actively drive them forward in close partnership with Sales. • Drive scalable CS excellence – Continuously improve playbooks, lifecycle programs, and automation initiatives that increase efficiency and customer impact. • Bring the voice of the customer – Aggregate patterns and feedback from the scaled customer base and share actionable insights with Product and Engineering. • Collaborate cross-functionally – Work closely with RevOps, Marketing, Product, and the broader CS team to continuously optimize the customer journey. • Continuously learn and grow – Build deep expertise in Customer Success, AI, and automation, preparing for future ownership of more complex customer segments.