• 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

• Help customers get the most out of their Coupa Pay investment • Drive growth and adoption of Virtual Cards, Digital Payments, and Working Capital Solutions • Create and own the adoption strategy plan • Help customers create success goals linked to their business objectives • Become a trusted partner and engage customers in strategic conversations • Analyze and report on customers’ overall Pay opportunity • Forge strong partnerships with customers, partners, suppliers, and colleagues • Meet customers in person via occasional travel • Provide Coupa platform demonstrations and training

Role Description Join us as a Customer Success Manager at Schneider Electric, where you will partner with leading utilities to accelerate digital transformation, enhance operational success, and deliver measurable business value through advanced grid software solutions. The Customer Success Manager (CSM) will be responsible for managing high-touch, strategic existing customer accounts. The CSM will act as the main point of contact for customers, ensuring successful onboarding, driving product adoption (Trusted Advisor), and fostering long-term relationships. The CSM will work closely with top management, middle managers, and cross-functional teams to ensure the customer’s success and alignment with their business goals. Key Responsibilities - Serve as the main point of contact for assigned high-touch customers, managing relationships from onboarding through ongoing engagement. - Build and maintain strong, long-term relationships with top management and middle managers in customer organizations. - Understand power maps and decision-making processes in customer organizations. - Understand customer strategy and how DG solutions (SCADA, ADMS, DERMS, GIS) can help in reaching these goals. - Develop and implement customized onboarding plans tailored to individual customer needs. - Create and manage customer success plans that align with the customer’s business goals and desired outcomes. - Prepare both standard and custom documentation to support onboarding and ongoing engagement. - Lead weekly and daily communication touchpoints with customers to provide updates, resolve issues, and offer strategic advice. - Collaborate closely with the Operations team for seamless handoffs in the last phase of project delivery. - Collaborate closely with the Sales team for seamless handoffs and cooperative customer management. - Organize quarterly business reviews (QBRs) and take part in annual SteerCo meetings to discuss performance, progress, and future goals. - Monitor customer health, proactively address challenges, and drive customer retention and growth through tailored engagement strategies. - Promote advocacy programs, webinars, and external presentations, positioning the customer as a success story for internal and external audiences. - Collaborate with product teams to provide input on the roadmap based on customer feedback and requirements. - Prepare and deliver quarterly business reviews (QBRs) for high-touch customers, focusing on performance metrics, business value, and strategic alignment. - Generate custom pricing proposals when necessary and assist in contract renewals. - Work intensively with Sales and Support teams to ensure a coordinated approach to customer management. - Drive internal and external success stories, including developing 3 internal and 1 external story per customer annually. - Engage customers in advocacy programs, helping them to present their success stories at user conferences and other industry events. - Lead webinars with product owners and advocates to showcase customer successes and product enhancements benefits to Customers. - Accelerate time to value by guiding customers through their maturity journey and upselling digital and advisory services. - Coordinate with Partner, if Partner is engaged in project delivery and/or L1 support. - Maximize the return on investment from our software and services. - Continuous Service Improvement, benefit from ongoing enhancements based on customer feedback and industry trends. - Build a long-term, collaborative relationship with our team dedicated to their success. - Participate in the tendering process during acquisition of new High-touch customers, by providing answers to customer’s requests, participating in tendering calls with customers, and closely collaborating with Tendering, Sales and Support during the whole process. Qualifications - Education: Bachelor’s/Master’s degree in Power Engineering, or related field. - Proven experience in a customer-facing role within the software industry, with a focus on customer success, stakeholder management, account management, or similar functions. - Good understanding of Power Distribution Utilities' business, their processes and regulatory compliance principles is a significant advantage. - Understanding of ADMS/OMS/GIS software and its integration within the utility landscape. - Strong understanding of software products for utilities and the ability to communicate technical concepts effectively to non-technical stakeholders. - Excellent communication, interpersonal and negotiation skills. - Ability to thrive in a fast-paced, dynamic environment and drive initiatives independently. - Familiarity with customer success platforms and tools is a plus. - Support up to 10% international travel yearly. - Professional Proficiency in both written and spoken English is mandatory. German, Spanish, and French also a plus. Benefits - Care for Yourself and Your Family: medical (with member reward points), dental, vision, and basic life insurance, Benefit Bucks, flexible work arrangements, paid family leaves, well-being programs, 12 holidays per year, and 15 days of paid time off per year. - Invest and Plan Your Future: competitive pay and programs including base salary, incentives, company share ownership, and 401(k) with match. - Grow Your Skills and Career: support development through performance discussions, global opportunities, the Schneider Career Hub, and learning platforms like Coursera. - Team Up in the Workplace: encourage collaboration, recognition, sharing your voice, and an inclusive workplace. - Support Your Community: make a difference through volunteer leave, programs with the Schneider Electric Foundation, youth education initiatives, and military leave benefits.