Senior Client Services Specialist, EOR Operations
Referral Jobs (askreferral.io)
Customer Success Manager, Enterprise and Mid-Market
WriteWise
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $103,000 - $135,000 per year
Job Level
Mid-LevelSenior
About the role
- 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
Requirements
- 5+ years of experience in Customer Success, Account Management, or a related client-facing role – ideally within health benefits, HR/benefits tech, or digital health
- Experience managing complex employer relationships and external stakeholders (brokers, consultants, executives)
- Strong strategic thinking and problem-solving skills
- Comfort operating with ambiguity in a fast-paced environment
- Excellent communication skills and ability to tailor style to different audiences
- Deep sense of ownership and customer empathy
- Curiosity, humility, and a team-first mindset
- Thrives in a startup environment (preferred)
- Experience with healthcare, employer benefits, or insurance (preferred)
