Customer Success Manager II

• Own an assigned book of business with accountability for customer health, retention, renewal readiness, revenue protection, and growth
• Lead renewal strategy and execution, including contract review, rate recommendations, customer positioning, negotiation support, and required documentation
• Develop cross-sell and upsell opportunities by identifying customer needs and building value-based recommendations
• Serve as a trusted advisor to customers and brokers on program strategy, utilization, engagement, organizational needs, service scope, and Revive solutions
• Lead strategic account planning, including customer goals, stakeholder mapping, risks, engagement strategy, renewal plans, and growth opportunities
• Analyze utilization, engagement, outcomes, service quality, and financial/ROI data to create executive-ready insights and recommendations
• Lead quarterly and annual business reviews for assigned accounts
• Identify churn or dissatisfaction indicators, develop recovery plans, coordinate contract saves, and manage at-risk accounts
• Oversee implementations, platform migrations, benefit changes, and customer transitions
• Manage complex customer complaints and escalations by coordinating cross-functional teams
• Maintain accurate CRM and forecasting data, including account health, renewal status, risks, opportunities, buyers, decision-makers, and next steps
• Capture and synthesize Voice of the Customer and Voice of the Member insights to influence service delivery, product priorities, communications, and process improvements
• Use AI-enabled and digital productivity tools to improve analysis, workflow efficiency, customer preparation, and scalability
• Participate in customer presentations, finalist meetings, RFP/RFQ support, annual meetings, events, and strategic relationship-building opportunities
• Travel as needed to support customer meetings, events, implementations, and strategic relationship development

Requirements

• Bachelor's degree or equivalent combination of education and relevant professional experience preferred
• 3-5+ years of progressive experience in Customer Success, strategic account management, employee benefits, healthcare/digital health, SaaS, or related B2B client management
• Demonstrated experience independently managing a customer portfolio with responsibility for retention, renewals, and/or revenue growth
• Strong consultative and commercial skills with the ability to connect customer needs to solutions and business outcomes
• Ability to interpret customer data and translate utilization, engagement, outcomes, and financial information into clear recommendations and value stories
• Excellent executive communication, presentation, negotiation, written communication, and stakeholder-management skills
• Experience managing customer risk, escalations, implementation complexity, and competing priorities
• Proficiency with CRM systems, digital platforms, reporting/analytics tools, and Microsoft Office or equivalent productivity tools
• Ability to lead through influence in a matrixed, cross-functional environment
• Experience in digital health, healthcare, employee benefits, behavioral health, EAP, virtual care, health plans, benefits consulting, or healthcare SaaS preferred
• Experience working with brokers, consultants, HR/Benefits leaders, or other employer decision-makers preferred
• Experience with customer health scoring, forecasting, ROI/value realization, account planning, or change management preferred

Core Competencies

Demonstrates expertise in customer success and strategic account management, with a strong focus on retention, renewals, and revenue growth. Proficient in analyzing customer data to provide actionable insights and recommendations while effectively managing complex customer relationships.

Highest-signal resume keywords

• Customer Success Management
• Strategic Account Management
• Consultative Selling
• Data Analysis and Interpretation
• Executive Communication

ATS Optimization Keywords

Hard Skills

• Customer Health Scoring
• Forecasting
• ROI/Value Realization
• Account Planning
• Change Management

Soft Skills

• Negotiation
• Stakeholder Management
• Problem Solving
• Influencing

Industry Keywords

• Employee Benefits
• Healthcare
• Digital Health
• SaaS
• Behavioral Health

Tools & Technologies

• CRM Systems
• Digital Platforms
• Reporting/Analytics Tools
• Microsoft Office