Customer Success Manager

Summary

Join ThreeFlow as a Customer Success Manager (CSM) and become a key player in driving user adoption of our benefits placement system on the West Coast. Reporting to the Manager of Customer Success, you will manage a portfolio of brokers and carriers, fostering relationships and championing ThreeFlow's solutions. This remote position requires strong communication, data analysis, and collaboration skills. You will build processes, lead customer meetings, and forecast business growth. The ideal candidate possesses 5+ years of experience in customer success, client services, or consulting within the benefits industry. ThreeFlow offers a competitive salary, comprehensive benefits, and a supportive work environment.

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 is required
• 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 is helpful
• SaaS experience is helpful

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