• Impulsar los resultados del cliente • Poseer un portafolio de cuentas administradas (plan de negocios) y ser responsable de su retención y crecimiento. • Gestionar procesos de onboarding, adopción y revisión de negocios. • Monitorear la salud de la cuenta y actuar antes de que surjan problemas. • Rastrear y presentar métricas de clientes en cada interacción. • Convertirse en un experto en el producto. • Identificar y ejecutar oportunidades de upsell y expansión dentro de la cartera de cuentas. • Colaborar y reportar sobre el compromiso de clientes, métricas de salud y progreso de cuentas.

• Drive customer outcomes • Own a portfolio of managed accounts (Business plan) and be accountable for their retention and growth. • Run structured onboarding, adoption, and business review processes — always anchored in the customer's goals and measurable results. • Proactively monitor account health and intervene before problems become churn risks. • Track and present customer metrics in every interaction — usage trends, adoption gaps, ROI signals. • Become deeply fluent in Landbot's AI Agent capabilities and be able to demo and advise customers confidently. • Proactively introduce customers to new features and AI use cases relevant to their business. • Translate customer goals into concrete Landbot configurations and workflows. • Stay current as the product evolves — Landbot is moving fast in the AI space and our CSMs need to move with it. • Identify and execute upsell and expansion opportunities within your account portfolio. • Partner with Sales on high-potential accounts and handoffs. • Flag risk accounts early and lead recovery conversations. • Report on customer engagement, health metrics, and account progress to internal stakeholders. • Surface customer feedback and product gaps to Product and leadership in a structured way. • Coordinate with Support on escalations and complex technical issues.

• Confidently and independently lead a mid-market book of business. • Confidently and independently own key customer outcomes (product adoption and utilization, net dollar retention, and customer health) for clients within your book of business; • Build strong, consultative relationships with your customers and partners (champion to buyer); • Advise your customers on strategies to optimize adoption across their members, drawing upon your extensive knowledge of HealthJoy’s product and services, benefit industry domain knowledge, and best practices; • By conducting effective ongoing discovery about your customers and their wants and needs, uncover potential upsell and/or other account expansion opportunities, and partner effectively with HealthJoy’s Product Solution Consultant team to effectively position marketplace solutions and ultimately expand account value; • Lead the expansion sales and renewal process for customers within your book of business; • Use your deep understanding of HealthJoy’s value proposition and ROI to position HealthJoy’s value in customer business reviews; • Use best-in-class CRM software and business intelligence tools (Gong, Looker, Gainsight, and others) to proactively dive deep into the performance across your book of business, enabling you not only to provide better thought leadership to your book of business, but also socialize the voice of your customers across internal HealthJoy stakeholders. • Regularly provide product education to your customers, as new features and functionality are released to ensure ongoing awareness and adoption. • Customer relationship management is critical in this role as you are keenly aware of pertinent customer updates with regards to key stakeholders, company level changes, and raising awareness before risk to customer health arises. • You are able to work cross-functionally and pull in HealthJoy team members to support you when needed. You are the voice of the customer and act as an advocate for our customers, while providing feedback to relevant internal stakeholders. • Add value across the organization as a peer leader and senior-level contributor. • Contribute to cross-functional initiatives to improve team process, customer experience, and the attainment of revenue and customer health outcomes; • Support overall Customer Success team performance, in partnership with people managers, by developing internal domain-area training, templates, and other tools used by CSMs to improve the team’s overall understanding of the tools to success as a mid-market CSM; • Evangelize customer value across internal cross-functional teams, advocating for not only what HealthJoy’s customers need in order to be successful today but also in the future given benefit industry trends; • Keep an active pulse on the emerging needs of our mid-market customers and ensure HealthJoy is adapting future strategy and infrastructure to support the success of these clients; • Serve as a mentor to more junior team members looking to grow their careers in customer success and employee benefits.

Role Description We’re looking for someone who is a strategic thinker, and strong on planning and deploying programmes of communications activity that balance member needs and business objectives. You’ll have strong stakeholder management skills and are comfortable in working in cross-functional, matrixed environments. You’ll own Tide’s early member lifecycle, working on engaging new members through effective activation marketing, maximising member lifetime value and optimising the overall member experience. You’ll be equally at home developing strategy, building automation, analysing results and working with stakeholders to take the story of performance to the business. As a CRM Manager you’ll be: - Owning the early member lifecycle, welcoming and activating new members to the Tide platform via CRM channels within an established team with a track record of delivering against objectives and KPIs. - Building new automated and standalone campaigns and optimising existing journeys to drive early life next best actions for new members. - Developing and managing a CRM test-and-learn pipeline across multiple channels including in-app, push notification, email & SMS end-to-end, including ideation, execution, analysis and optimisation. - Analysing campaigns and journeys, reporting out to stakeholders on trends and recommendations and using data to define, build and maintain reporting dashboards to track CRM performance. - Working with a range of stakeholders from across the business to drive product adoption in early life communications, cross-selling and upselling where relevant to get members set up for success on their business journey. - Creating a seamless transition from approval to membership, working closely with the Member Accession Marketing team (MAM) to deliver a consistent journey from lead to member. - Driving initiatives forward with high levels of autonomy, sharing results and recommendations effectively. Qualifications - You have c.5 yrs of expertise in end-to-end CRM marketing across a number of sub-products and business units. - You’ve developed and delivered CRM strategies, demonstrating proven results against targets. - You have strong stakeholder management skills and maintain a focus on the customer need in business discussions. - You have hands-on experience with CRM platforms e.g. Salesforce Marketing Cloud, Iterable, Hubspot, Braze, and an understanding of HTML and CSS. - You have experience handling large amounts of data from different sources using BI tools e.g. Looker, Tableau, and experience in turning this data into insights. - You have experience in segmentation and targeting. - You have experience of testing different communication approaches. - You have strong communication and reporting skills and are able to work well in partnership with technical and non-technical team members. - You have the ability to handle multiple projects and adapt to changing priorities. - You have experience working in a subscription and/or app-based business. - You are hands-on, delivery oriented, and results-driven. - You have a curious nature, good organisational skills and impeccable attention to detail. Benefits - Salary range €31,600.00 - €35,500.00. - 25 days annual paid leave. - 3 paid days off for volunteering or L&D activities. - Extended maternity and paternity leave covered by the company. - Personal L&D budget in the amount of 1000 BGN per year. - Additional health & dental insurance. - Mental wellbeing platform. - Fully covered Multisports card. - Food vouchers. - Snacks, light food, drinks in the office. - WFH equipment allowance.