HealthJoy

Customer Success Manager

• HealthJoy’s Customer Success Team is leading the charge at HealthJoy to deliver industry-leading outcomes to our customers, with the ultimate goal of driving customer retention and growth.
• As a Customer Success Manager, you’ll lead a designated book of business aligned to HealthJoy’s most strategic broker partners This is a unique opportunity for a high-energy benefits industry professional who is passionate about delivering customer value, and excited to pivot to a dynamic, fast-paced environment. You will be a key driver of HealthJoy’s revenue goals through proactive account management, strategic expansion, and world-class retention efforts.
• Confidently and independently own key outcomes for your book of business, including product adoption, utilization, Net Dollar Retention (NDR), and overall customer health.
• Lead the end-to-end renewal and expansion sales process. You will identify, negotiate, and close upsell opportunities by aligning HealthJoy’s marketplace solutions with customer needs.
• Demonstrate mastery of the full sales cycle within your book of business. You will partner with Product Solutions Consultants and other senior leaders to conduct deep discovery to uncover pain points, map those challenges to HealthJoy solutions, and move deals forward by confidently asking for the close and defining clear, actionable next steps.
• Build strong, consultative relationships across all levels of a customer organization—from day-to-day champions to C-Suite stakeholders. You must be comfortable having direct, high-stakes conversations to drive alignment and value.
• Act as the primary external point of contact for escalations. You remain poised under pressure, resolving complex issues with a sense of urgency and a calm, solution-oriented mindset.
• Serve as main point of contact for your customers on strategies to optimize adoption across their members, drawing upon your extensive knowledge of HealthJoy’s product and services, benefit industry domain knowledge, and best practices; and partner effectively with HealthJoy’s Product Solution Consultant team to effectively position marketplace solutions and ultimately expand account value;
• Leverage AI (Claude, Gemini) and best-in-class software to proactively dive deep into the performance across your book of business, enabling you not only to provide better thought leadership to your book of business, but also socialize the voice of your customers across internal HealthJoy stakeholders.
• Maintain a high level of attention to detail regarding customer contracts, health scores, and stakeholder updates, ensuring no risk goes unnoticed.
• Travel to meet with customers and their brokers throughout the year to conduct business reviews, deepen relationships, and solidify HealthJoy’s position as a long-term strategic partner.

• Confidently and independently lead a mid-market book of business.
• Confidently and independently own key customer outcomes (product adoption and utilization, net dollar retention, and customer health) for clients within your book of business;
• Build strong, consultative relationships with your customers and partners (champion to buyer);
• Advise your customers on strategies to optimize adoption across their members, drawing upon your extensive knowledge of HealthJoy’s product and services, benefit industry domain knowledge, and best practices;
• By conducting effective ongoing discovery about your customers and their wants and needs, uncover potential upsell and/or other account expansion opportunities, and partner effectively with HealthJoy’s Product Solution Consultant team to effectively position marketplace solutions and ultimately expand account value;
• Lead the expansion sales and renewal process for customers within your book of business;
• Use your deep understanding of HealthJoy’s value proposition and ROI to position HealthJoy’s value in customer business reviews;
• Use best-in-class CRM software and business intelligence tools (Gong, Looker, Gainsight, and others) to proactively dive deep into the performance across your book of business, enabling you not only to provide better thought leadership to your book of business, but also socialize the voice of your customers across internal HealthJoy stakeholders.
• Regularly provide product education to your customers, as new features and functionality are released to ensure ongoing awareness and adoption.
• Customer relationship management is critical in this role as you are keenly aware of pertinent customer updates with regards to key stakeholders, company level changes, and raising awareness before risk to customer health arises.
• You are able to work cross-functionally and pull in HealthJoy team members to support you when needed. You are the voice of the customer and act as an advocate for our customers, while providing feedback to relevant internal stakeholders.
• Add value across the organization as a peer leader and senior-level contributor.
• Contribute to cross-functional initiatives to improve team process, customer experience, and the attainment of revenue and customer health outcomes;
• Support overall Customer Success team performance, in partnership with people managers, by developing internal domain-area training, templates, and other tools used by CSMs to improve the team’s overall understanding of the tools to success as a mid-market CSM;
• Evangelize customer value across internal cross-functional teams, advocating for not only what HealthJoy’s customers need in order to be successful today but also in the future given benefit industry trends;
• Keep an active pulse on the emerging needs of our mid-market customers and ensure HealthJoy is adapting future strategy and infrastructure to support the success of these clients;
• Serve as a mentor to more junior team members looking to grow their careers in customer success and employee benefits.

Senior Customer Success Manager

Controller

• Own the accounting operations function and provide leadership on all accounting initiatives.
• Responsible for the monthly and annual close process.
• Manage relationships with all third-party vendors.
• Coordinate all tasks within company audits.
• Drive process improvements and contribute to accounting transformation.
• Own the monthly and year-end close processes.
• Ensure that financial records & reports are maintained in compliance with company policies & GAAP.
• Analyze monthly operating results.
• Oversee all payroll and billing functions.
• Manage client invoicing and collections.
• Lead the annual financial audit with independent CPA firm.
• Coordinate the preparation of annual tax returns with independent CPA firm.
• Ensure compliance with sales tax requirements.
• Implement, document and maintain adequate and effective internal controls, policies, and procedures.
• Provide leadership to the accounting staff.

Financial Planning and Analysis

• Own HealthJoy's Core Financial Models End-to-End: Take full ownership of the operating model, long-range plan, and the financial backbone of board reporting. You build, maintain, defend, and evolve; leadership reviews. Set the modeling standards the rest of the organization relies on.
• Drive Strategic Finance Analyses That Move the Business: Lead the analytical work behind unit economics, segment profitability, pricing strategy, packaging, and growth analysis. Translate complex data into clear recommendations that executives can act on.
• Sharpen GTM Performance Through Analytical Partnership with RevOps: Own the analytical layer for sales and marketing performance — pipeline economics, rep productivity, CAC efficiency, funnel diagnostics, channel ROI, comp plan economics. This is a meaningful portion of the role, not a side project; you'll partner closely with our GTM Systems lead to ensure the data is right and the insights are actionable.
• Partner on the FP&A Operating Rhythm: Contribute to the monthly close partnership, budget vs. actuals reporting, headcount tracking, and the board financial package, working alongside other Finance team members who own pieces of this work. Serve as a finance partner for one or more departments, running their budget and headcount planning independently.
• Triage and Structure Pricing and Deal Desk Work: Tee up non-standard deal requests with clean analysis and a recommended structure so decisions can happen faster. Serve as backup for routine pricing exceptions and escalate the hard ones with context.
• Build AI-Native Finance Workflows: Be hands-on in shaping our AI-native finance function — designing workflows in Claude and other platforms, automating analysis and reporting, and creating finance tooling that didn't exist before. You should bring building appetite and aptitude; we'll build a lot together.

Customer Success Manager

Senior Customer Success Manager

Controller

Lead Financial Analyst