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Whil, a subsidiary of Rethink, is the leader in digital wellbeing training in the workplace. We work with leading companies such as Virgin Pulse, Square, Greenpeace, and Intuit, among others. Our mobile-first solutions enable driven professionals to accomplish their most important health, performance, relationship and sleep goals. On-demand. On any device.
We are looking for our next Senior Customer Success Manager to drive a world-class customer journey for the enterprise companies with which we work. You’ll have the opportunity to support Fortune 500 companies and their employees in living healthier, happier and more engaged lives. And you will be a vital part of maintaining the customer and member support standards we have, and continually improving the customer experience.
You will be responsible for:
Project Management
Interface with Rethink Development & Operations to ensure client deliverables are met
Conduct complex data analysis and compilation
Implement new service enhancements
Act as the voice of the customer within the organization, collaborating closely with Product, Marketing, and Leadership
Ensure timely and successful delivery of solutions, including product training, according to customer needs and objectives
Become a super-user of our product and serve as the connection point between our engineering team and customers to troubleshoot technical issues
Respond directly to support issues and service requests
Contract Management
Ensure contract compliance
Develop a work plan and monitor the completion of deliverables to ensure all tasks and
timelines are met or exceeded
Drive timely renewal conversation while communicating the progress of renewal plans internally and externally
Account Management
The health of customer accounts worth up to $1.5 million in Annual Recurring Revenue, and driving renewals, cross-sells, and upsells.
Leveraging your knowledge of key wellbeing topics to advise companies on their strategies for implementing and growing adoption of Whil
Building and maintaining strong, long-lasting customer relationships with key stakeholders and executive sponsor.
Collaborate with the client to meet user engagement goals
Conduct educational promotion and strategic presentations to drive user engagement
Create year-end and quarterly reports for clients to communicate program value and
Drive client satisfaction and contract renewals
Additional Duties as Needed
Write and edit articles for the internal support knowledge base
Opportunity to work on additional projects related to marketing, reporting, and product to meet business needs and compliment/grow the Account Services Manager’s skill set
Requirements
3-5 years of customer success experience (ideally working in the benefits or wellness space as a CS Manager, Account Manager or equivalent)
Some travel required to attend client meetings & open enrollment events
Active listening, conversational speaking skills, with a high degree of empathy
Curious and passionate about the customer experience
Strong ability to translate data and metrics into actionable insights to increase engagement
Experience working cross-functionally, both internally and externally
Strong written English
Passion for helping people and bringing wellbeing to the workplace
What’s in it for you?
Competitive compensation and benefits package (generous health care plan, parental leave, 401k, etc)
15 PTO days
Opportunity to make an impact in the space of wellness and wellbeing
And much more…
Employment Type
Full Time