Customer Success Manager

• Customer partnership: Act as the primary liaison for customer administrators, fostering strong relationships and ensuring clear, consistent communication.
• Onboarding new customers: Oversee the implementation process, setting customers up for success from day one.
• Enrollment support: Provide expert assistance during Open Enrollment, addressing member inquiries and facilitating seamless enrollment experiences.
• Continuous engagement: Conduct regular check-ins to assess progress, gather feedback, and identify opportunities for enhanced platform utilization.
• Product advocacy: Introduce customers to new features and functionality, aligning solutions with their evolving needs and driving upsell opportunities.
• Renewal management: Lead the contract renewal process, ensuring sustained customer satisfaction and long-term partnerships.
• Cross-functional collaboration: Work closely with sales, product, and marketing teams to advocate for customer interests and contribute to platform enhancements.

• 3-5 years of demonstrated success in customer success, account management, or similar customer-facing roles, with substantial experience in the healthcare or insurance sectors.
  
• A deep understanding of healthcare/insurance industries, enabling you to connect authentically with our customers and address their unique challenges effectively.
  
• Exceptional ability to build relationships, communicate effectively, and solve problems collaboratively, ensuring customer needs are met with precision and care.
  
• Proven capability to manage multiple accounts and projects in a dynamic, fast-paced environment, maintaining a high level of organization and attention to detail.
  
• Familiarity with SaaS platforms and digital marketplaces enhances your ability to support and guide customers effectively, ensuring they maximize the value of our solutions.
  
• Experience in human resources is a significant plus, offering additional perspective on customer and member engagement, and contributing to more holistic customer support.
  

• Hands-on experience managing critical periods such as Open Enrollment, ensuring customers have a smooth and successful start with our platform.
• A proven track record in identifying and executing upsell opportunities within a technology or digital solutions context, driving mutual growth and success.
• Experience managing renewals and long-term customer relationships, with the ambition and capability to evolve into a leadership role as the team grows, contributing to the strategic direction of customer success at Thatch.

We interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we move quickly — the entire interview process is typically complete within 2 weeks. We will conduct the following interviews:

• 30 minute Zoom meeting to talk about Thatch, your background, and answer any questions about the role.
• 45 minute Zoom meeting to hear more about your experience and how you'd approach working in the role.
• Three 30 minute zooms with additional Thatch teammates to access your skill sets.
• Take home project to assess your functional expertise for the role you're applying for and a 30 minute meeting to review the assignment.
• 30 minute Zoom meeting with our founders to discuss your approach to culture and our operating principles.
• Final 30 minute call to answer any outstanding questions.