• Lead, coach, and develop a team of currently 9 reps across Customer Success and Support, fostering a high-performance culture where people grow and do their best work during regular office hours 9am-5pm PST • Work with the Director of Customer Experience to set team goals and priorities, tracking performance through metrics like NPS, response times, and health indicators to identify gaps, drive improvements, and report on progress regularly • Act as the first point of escalation for complex or sensitive customer situations, stepping in to resolve issues and coaching reps through difficult conversations • Identify gaps and opportunities in how the team operates, driving practical, hands-on improvements to workflows, processes, and tooling that scale as BackerKit grows — ensuring we continue delivering a great creator experience • Set clear expectations and hold team members accountable for their work, while ensuring they have the support and resources needed to succeed • Contribute to hiring and onboarding as the team grows, helping bring in the right people and set them up for success from day one • Represent the CS & Support team when collaborating with cross-functional partners across Product, Sales, and beyond

• Establish, cultivate and manage the customer relationship at multiple levels, serving as a healthcare consultant and trusted business advisor and deliver customer-centric solutions • Build relationships with consultants and brokers, recognizing the value they bring to our clients • Successfully manage upsells of new product lines and renewals of current clients • Effectively plan, negotiate and influence the interactions and relationships with customers, their brokers / consultants and internal team members to achieve strategic account goals • Deliver regular reporting to customer including plan performance and service results • Create and clearly articulate the value story, trend drivers and tracking of solutions performance to the customer • Develop a strategic plan for a mid-market size book of business to efficiently meet role objectives

• Provide timely, high-quality technical support via tickets, chat, and calls • Troubleshoot product issues and guide customers through resolutions • Support new customer onboarding and basic product training • Use Zoho CRM (and related tools) to document cases, activities, and follow-ups • Escalate complex issues and collaborate with Product and Engineering teams • Act as the voice of the customer by sharing trends and feedback internally • Help ensure support requests meet service-level expectations (SLAs) • Comfortably work with AI-assisted platforms and tools, applying good judgment to identify when human review or escalation is appropriate • Contribute to internal documentation and customer-facing help resources

Role Description HealthJoy’s Customer Success Team is leading the charge at HealthJoy to deliver industry-leading outcomes to our customers, with the ultimate goal of driving customer retention and growth. As a Customer Success Manager, you’ll lead a designated book of business aligned to HealthJoy’s most strategic broker partners. This is a unique opportunity for a high-energy benefits industry professional who is passionate about delivering customer value, and excited to pivot to a dynamic, fast-paced environment. You will be a key driver of HealthJoy’s revenue goals through proactive account management, strategic expansion, and world-class retention efforts. - Strategic Book Management: Confidently and independently own key outcomes for your book of business, including product adoption, utilization, Net Dollar Retention (NDR), and overall customer health. - Full-Cycle Revenue Ownership: Lead the end-to-end renewal and expansion sales process. Identify, negotiate, and close upsell opportunities by aligning HealthJoy’s marketplace solutions with customer needs. - Sales Cycle Execution: Demonstrate mastery of the full sales cycle within your book of business. Partner with Product Solutions Consultants and other senior leaders to conduct deep discovery to uncover pain points, map those challenges to HealthJoy solutions, and move deals forward by confidently asking for the close and defining clear, actionable next steps. - Executive Presence: Build strong, consultative relationships across all levels of a customer organization—from day-to-day champions to C-Suite stakeholders. Comfortable having direct, high-stakes conversations to drive alignment and value. - Crisis Management & Poise: Act as the primary external point of contact for escalations. Remain poised under pressure, resolving complex issues with a sense of urgency and a calm, solution-oriented mindset. - Strategic Advisement: Serve as main point of contact for 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. - Data-Driven Leadership: Leverage AI (Claude, Gemini) and best-in-class software to proactively dive deep into the performance across your book of business. - Meticulous Execution: Maintain a high level of attention to detail regarding customer contracts, health scores, and stakeholder updates, ensuring no risk goes unnoticed. - On-the-Road Partnership: Travel to meet with customers and their brokers throughout the year to conduct business reviews, deepen relationships, and solidify HealthJoy’s position as a long-term strategic partner. Qualifications - Benefits experience required. Experience working in benefits technology, health insurance or wellness technology is a great background for this role! - Minimum 4-5 years of customer-facing account leadership or related experience demonstrating a high degree of skill in serving as a trusted advisor. - Strategic and results-oriented approach to partnering with customers at all levels of an organization (individual contributor through C-Suite) to achieve desired outcomes. - Demonstrated success managing customer retention and account growth within a book of business. - Commercial Acumen: Proven ability to navigate a sales process, including overcoming objections, managing procurement/legal hurdles, and a "hunter" mindset for identifying expansion opportunities. - Highly collaborative and influential with your teammates and business partners across the organization to drive results and innovation. - Exceptional executive presence and ability to present complex or detailed information in a digestible and actionable manner. - Willingness to travel approximately 15-20% to support client book of business, as well as at a minimum quarterly to Chicago headquarters for internal team meetings. Benefits - Medical, Dental and vision insurance packages - HSA contribution match - Stock options for eligible roles - 401k match - Paid parental leave - Company sponsored Short Term and Long Term Disability coverage - Flexible PTO