**Experienced Customer Success Manager – Small & Medium Business (SMB) Employer Partnerships at blithequark**

Are you a customer-centric professional with a passion for driving business growth and delivering exceptional experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark as an Experienced Customer Success Manager, where you'll play a pivotal role in supporting our growing base of Small & Medium Business (SMB) employer clients. At blithequark, we're revolutionizing the way employers navigate the complexities of benefits administration. Our innovative platform empowers businesses to make informed decisions, streamline processes, and enhance the overall employee experience. As a Customer Success Manager, you'll be at the forefront of this mission, working closely with our Sales, Operations, and Product teams to ensure our SMB clients achieve maximum value from our platform. **What You'll Do** As a seasoned Customer Success Manager, you'll be responsible for managing a large portfolio of SMB employer clients, providing programmatic support across onboarding, open enrollment, and renewal. Your primary objectives will be to: • Develop and execute scalable processes to deliver exceptional customer experiences, ensuring seamless onboarding, open enrollment, and renewal experiences for our SMB clients. • Collaborate with our Sales team to onboard new clients, ensuring a smooth transition and setting them up for success. • Work closely with our Operations team to develop and implement standardized toolkits, training sessions, and communication best practices for open enrollment planning and execution. • Provide timely and proactive outreach to customers regarding enrollment challenges or other issues, mitigating poor member experiences and customer escalations. • Track customer health, satisfaction, and enrollment metrics to identify risks and surface opportunity areas for greatest impact. • Advocate for customer needs internally, sharing feedback and insights to inform product roadmap and service improvements. • Partner with internal teams to resolve customer questions, triage escalations, and improve processes. • Contribute to the development of internal tooling and dashboards to generate visibility into portfolio and create automated workflows and communications for account cohorts. • Support Sales with customer references and develop a subset of SMB champions. **Background We're Looking For** To succeed in this role, you'll need: • 2-4 years of experience in Customer Success, Account Management, or Customer Support – ideally within health benefits, HR/benefits tech, or digital health. • Experience managing a high volume of customers and providing structured support at scale. • Strong organizational and time management skills – able to prioritize effectively across multiple accounts and deliverables. • Clear, empathetic communication skills with a knack for distilling complex topics into actionable guidance. • Comfortable working cross-functionally and collaborating in a fast-paced, evolving environment. • Tech-savvy and data-minded – you're comfortable navigating internal tools and using data insights to drive prioritization. • Customer-first mindset with a strong sense of accountability and follow-through. • A team player with a learning mindset – open to evolving processes and systems. **Experience We'd Be Particularly Excited About** While not required, experience in the following areas would be a significant plus: • Thriving in a startup environment. • Experience with healthcare, specifically with employer benefits or insurance. **What to Expect** At blithequark, we're committed to building a team that reflects our values of integrity, talent, and drive. Our hiring process is designed to evaluate the skills and qualities that will enable you to succeed in this role. Here's what you can expect: • A 20-30 minute Zoom meeting to discuss your background and interest in blithequark. • A 30-minute Zoom meeting with the hiring manager to dive deeper into your experience and the role. • A 30-minute Zoom meeting to meet 3-4 members of the team. • A 30-minute Zoom meeting with the hiring manager to work through a live case study. • A 30-minute Zoom meeting with our founders to discuss your approach to culture and our operating principles. **Estimated Compensation Range** We offer a competitive salary range of $103,000 - $160,000 USD, commensurate with experience. **Join Our Team** If you're a customer-centric professional with a passion for driving business growth and delivering exceptional experiences, we invite you to apply for this exciting opportunity. Please submit your application, and we'll be in touch to discuss how you can contribute to our mission at blithequark.