Customer Success Manager

• Own the customer relationship post-sale for a portfolio of Enterprise and Mid-Market employer clients and their benefit brokers, including new customer onboarding during peak season
• Guide HR stakeholders through the renewal process, providing consultative support on ICHRA contribution strategy and contract renewal
• Manage end-to-end planning and execution of the annual Open Enrollment cycle to maximize employee enrollment through a multi-channel approach
• Develop a deep understanding of each customer’s goals, challenges, and success criteria and serve as a trusted product expert to help customers navigate ICHRA and Thatch’s product
• Collaborate cross-functionally to manage escalations and complex requests with care and urgency
• Advocate for customer needs internally, sharing feedback to inform product roadmap and service improvements
• Develop processes and tools to track customer satisfaction and health, identify risks, and build proactive mitigation plans
• Contribute to team-wide process development, tooling, and playbook creation as the team scales
• Assist Sales with finalist opportunities, including facilitating references and gathering testimonials

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