The Company
BrightPlan is a leader in Total Financial Wellness. The company is the first financial wellness solution certified for fiduciary excellence. BrightPlan provides a comprehensive personal finance solution for all employees that is real-time, personalized and integrated with employer benefits. Its unique combination of digital platform and human advisors supports employee personal financial goals at every stage of life, helping enterprises to better attract, retain, and engage talent.
The Role
The BrightPlan Customer Success team plays a critical role. Our customers are companies who trust us to enhance their employees’ financial well-being. They count on us to guide them from implementation to providing insights into their employees’ financial cares and concerns. When customers have questions about delivering Financial Wellness, we go above and beyond to provide clear answers to their questions, delivered in a friendly, professional way.
Our ideal candidate will have experience in scaling customer success processes and can establish relationships as a trusted advisor and drive the success of each customer through ongoing strategic planning. This role will report to the VP of Client Success. If you wish to be a part of a growing company, love personal finance and technology, and enjoy serving customers and clients, we'd like to hear from you.
Why Work Here? Awesome Team, Experienced Leadership, Exciting Mission, Competitive Salary, Annual Bonus, Generous Equity, 401k with Employer contribution, Flexible PTO
Responsibilities
The Customer Success Manager will own customer engagement. This role includes responsibilities for customer on-boarding, implementation, support, services, adoption, advocacy, retention and renewals.
As a member of our Customer Success team, you will be responsible for the success and satisfaction of our Financial Wellness Customers. You will work closely with our team to manage Financial Wellness program rollouts and all supporting activities.
You will:
● Be the main point of contact between BrightPlan and a number of enterprise accounts
● Serve as the primary contact for the onboarding and implementation of new customers as well as post go-live support to drive enrollment
● Coordinate, lead, and provide insightful data during quarterly Financial Wellness reviews with customers
● Understand customer outcomes by communicating with customers, analyze customer health metrics, and by gathering insights unique to the customer
● Represent the voice of the customer to provide input into every core product, marketing, and sales process
● Collaborate closely with BrightPlan team members to support renewals and expansion opportunities
● Manage and communicate ongoing changes in tasks, goals, or performance of each customer
● Develop, manage, and evaluate multiple project timelines, their resources, and their scope
● Apply project management principles to successfully manage complex projects - from coordinating with cross functional teams to setting and meeting deadlines to deliver exceptional results
● Gauge customers’ levels of engagement with BrightPlan and provide feedback to the other teams regarding product and service improvements
● Provide insights to customers to ensure they get the most out of the platform with the aim of helping grow employee enrollment.
Our ideal candidate
● Experience working with HR/People/Benefits leaders in a role with a B2B SaaS benefits provider (healthcare, 401k, mental health, etc) highly preferred
● Bachelor's degree or equivalent experience
● Prior experience managing Fortune 1000 customers
● Ability to build rapport with customers
● Ability to prioritize and manage multiple projects
● Excellent written and verbal communication skills
● Passion for surprising and delighting customers
● Positive and professional demeanor
We need you to be eligible for permanent employment by any employer in the US, and we are not accepting agency referrals.