Customer Success Manager

Summary

Join ThreeFlow as a Customer Success Manager (CSM) and become a leading source of user adoption in the West Coast region. This remote, US-based position requires managing a portfolio of brokers and carriers, developing relationships with key users, and collaborating cross-functionally. You will build processes for collecting customer feedback, lead planning meetings, and forecast business opportunities. The ideal candidate possesses 5+ years of experience in customer success, client services, or consulting within the benefits industry, a passion for client success, and data-driven problem-solving skills. Travel within the assigned territory is required up to 10% of the time. ThreeFlow offers competitive salary and equity, comprehensive health benefits, 401(k), generous paid time off, paid parental leave, and stipends for work-from-home improvements and learning and development.

Requirements

• 5+ years of customer success, client services, or consulting experience at a benefits brokerage firm or insurance carrier and understanding of industry challenges and trends
• You’re passionate about helping clients succeed
• You have a proven ability to drive action and change by using data to build scalable solutions
• You’re comfortable communicating clearly and concisely, have strong organization and prioritization skills, prep and presentation skills, and take initiative even if you don’t have all the answers

Responsibilities

• Manage a portfolio of brokers (and their carrier partners) and consult on how ThreeFlow can help both parties achieve their objectives and enable them to increase their usage
• Develop relationships with influential users in a broker and carrier organization and convert them into ThreeFlow champions
• Collaborate cross-functionally between our support, marketing, product, sales, and partnerships teams and advocate the needs of customers to leaders in different departments while working within your regional territory pods
• Build and improve processes for collecting customer feedback, building requirements, and maintaining a long-term roadmap that clarifies goals and enables brokers and carriers to measure their progress
• Lead regular customer planning meetings to celebrate positive outcomes, see opportunities for growth, and intervene when risks arise
• Understand and forecast book of business planning to identify opportunities for growth and reduce risk
• Deliver an exceptional customer experience with proactive communication and orchestrate appropriate internal resources to meet and exceed customer business goals

Preferred Qualifications

• Intermediate to advanced proficiency with Salesforce, Google Docs, and Powerpoint
• SaaS experience

Benefits

• Competitive salary and equity
• Comprehensive health benefits for you and your family
• 401(k) plan
• Generous paid time off
• Paid parental leave
• Stipend to improve your work from home experience
• Stipend for learning and development