Customer Success Manager

JOB SUMMARY:

The Customer Success Manager (CSM) is the strategic owner of a portfolio of mid-market client relationships, responsible for driving retention, revenue growth, and client advocacy.

The CSM operates as a proactive, insight-driven strategist and product expert—continuously assessing client health, anticipating needs, and executing structured growth and retention plans.

Success in this role requires disciplined use of WellRight’s customer success frameworks, including monthly client health assessments and comprehensive account planning, paired with deep product expertise and consultative, data-driven guidance to ensure every client achieves measurable value.

RESPONSIBILITIES:

Strategic Client Management & Planning

• Own and manage a portfolio of mid-market client accounts with full accountability for retention, growth, and satisfaction
• Develop, maintain, and actively execute a comprehensive Growth & Retention Plan for each account, balancing long-term strategy with short-term tactical execution
• Lead clients through a structured success journey using WellRight’s established tools, frameworks, and best practices
• Identify marketplace and industry trends to provide proactive recommendations and strategic insight to clients
• Provide actionable, insight-driven recommendations to support year-round engagement and program success

Client Health & Value Realization

• Complete monthly client health assessments for every account, leveraging defined success metrics and signals
• Translate health insights into clear best practice strategies to improve engagement, outcomes, and overall client performance
• Ensure all products and services are delivered in alignment with contractual commitments while maintaining high levels of satisfaction
• Deliver ongoing consultative guidance, including business reviews and strategic planning conversations

Product Expertise & Solution Delivery

• Serve as a product expert, maintaining deep knowledge of all platform functionality and capabilities
• Configure platform settings and support program setup as needed to ensure optimal client outcomes
• Conduct system training and education for all user types (admins, end users, stakeholders)
• Clearly communicate and, when appropriate, demo platform features and functionality to reinforce value and drive adoption
• Understand the full scope of WellRight’s capabilities and effectively position solutions to meet client needs

Growth, Renewals & Commercial Ownership

• Identify and execute opportunities for upsell, expansion, and renewal success across assigned accounts
• Own renewal strategy and contribute to contracting processes within the designated CRM system
• Position WellRight as a long-term strategic partner, strengthening retention and revenue growth
• Cultivate strong client advocacy and reference opportunities by consistently delivering measurable value

Client Experience & Cross-Functional Partnership

• Build strong, trust-based relationships with key client stakeholders, including brokers and consultants
• Maintain regular, two-way communication between clients and internal teams, including Product, to inform of enhancements and new opportunities
• Act as the voice of the client internally, ensuring feedback is translated into meaningful improvements
• Serve as a subject matter expert in sales meetings to influence new business and expansion opportunities

Operational Excellence & Team Contribution

• Maintain accurate account data, activity tracking, and planning documentation within CRM systems
• Contribute to team-wide success by sharing insights, best practices, and process improvements
• Actively engage in a culture of curiosity, continuous improvement, efficiency, and effectiveness
• Support cross-functional initiatives that enhance the overall client experience and operational rigor

REQUIREMENTS:

• 3+ years of account/project management experience; SaaS and health and wellness experience preferred
• Undergraduate degree required
• Strong strategic thinking with the ability to translate data and insights into actionable client strategies
• Demonstrated ability to manage, retain, and grow a portfolio of client accounts
• Experience leveraging CRM systems (HubSpot, Salesforce, etc.) to manage client lifecycle and commercial activities
• Working proficiency in Excel, including data analysis using pivot tables, sorting, and filtering
• Strong product aptitude with the ability to learn, demonstrate, and configure software solutions
• Excellent communication skills with confidence engaging both day-to-day contacts and executive stakeholders
• Highly organized with the ability to manage multiple priorities and deadlines
• Collaborative team player with a proactive, solutions-oriented mindset
• Ability to travel periodically (~10-15% of the time)

OUR TEAM:

WellRight is based in Chicago with a remote team distributed across the country.

We are dedicated to building a diverse, equitable, and inclusive workplace. People of all backgrounds, experiences, abilities, and perspectives are welcome here. We are an equal opportunity employer and encourage applicants from all backgrounds to apply. 

We value every WellRight team member’s unique talents, contributions, and viewpoints. If you’re passionate about technology and wellness, we encourage you to apply even if you don't meet every listed requirement. You never know what opportunities might arise in the future!

COMPENSATION & BENEFITS:

• Competitive Salaries
• • We ensure fair and competitive compensation for your skills and contributions.

• Unlimited PTO + 11 Company Paid Holidays 
• • We believe in mutual trust between employer and employee. Employees are encouraged to take time off to maintain a healthy work-life balance.

• VTO (Volunteer Time Off)
• • As part of our WellRight Gives Back program, employees may participate in scheduled volunteer opportunities or on their own time, at a minimum of 3 hours per quarter. 

• Flexible work schedule 
• • We support a high level of autonomy and responsibility, believing that flexibility and asynchronous work lead to the best outcomes.

• Whole Wellness 
• • We offer affordable health, dental, and vision options.
  • Long-term and short-term disability insurance is fully covered by WellRight, along with additional voluntary benefits such as supplemental life insurance, transit benefits, legal services, identity protection, and pre-tax savings accounts. 
  • We pride ourselves on reducing your healthcare burdens by offering a robust variety of benefits plan options designed to support diverse individual needs.

• 401(k) program matching 
• • 100% with Company contribution of up to 4%. All matches are immediately vested.
  • We’re dedicated to supporting your financial future.

• Pet Wellness
• • We offer access to a comprehensive pet wellness plan that reimburses employees for preventive and routine pet care. At WellRight, we believe pets are an extension of the family, and we provide resources to help you better support and care for your furry friends.
• Paid Pregnancy Medical Leave & Paid Parental Leave
• • We offer up to 12 weeks of paid medical leave for pregnancy and up to 6 weeks of paid parental leave for spouses, adoption, or foster care placement.
  • Families come in many forms, and we believe in supporting working parents with appropriate leave.

• At-home internet stipend 
• • In our primarily remote work environment, we want to ensure you have the tools and environment needed for success.

• Immediate access to a Udemy Business license
• • As we grow, your professional development is vital to our collective success. Udemy offers our employees unlimited access to online learning resources.

• Rewards and incentives for participation in our WellRight Wellness Program
• • We prioritize your well-being with unlimited monetary incentives through our WellRight Wellness Platform and a $125 Annual Fitness Tracking Equipment Allowance.