Customer Success Manager
Workplace Options
Summary
Reporting to the Head of Implementation & Customer Success, the Customer Success Manager owns a book of mid-market employer accounts end to end. You'll be the go-to partner for HR leaders, brokers and carrier partners, keeping programs running smoothly and helping clients get full value from their benefits. This role suits an organized, relationship-driven professional who enjoys time on site with clients and cares about mental health and employee wellbeing.
Job description
Responsibilities
- Own relationships and account plans for a book of mid-market EAP and behavioral health accounts, focused on customer satisfaction and retention that lead to growth opportunities
- Serve as the main contact for HR and benefits leaders, keeping brokers, consultants and carrier partners engaged
- Lead recurring client meetings and quarterly and annual business and utilization reviews that show value
- Build clear, data-driven presentations using utilization, benchmarks, and market and regulatory trends
- Own the renewal cycle, from pricing and contracting through open enrollment and plan materials, with leadership support on complex renewals
- Hit quarterly and annual retention and renewal targets through proactive account planning and early risk escalation
- Evolve each client's strategy as needs change, bringing in digital solutions and internal leaders to collaborate
- Partner with Sales and Implementation on a smooth handoff, transition and onboarding for new clients
- Shape training, education and engagement strategy around each client's goals, utilization and workforce needs
- Represent the company on site at health and benefit fairs, open enrollment meetings and client events
- Collaborate with Clinical, care coordinators, Operations, Finance, Legal and Compliance to resolve eligibility, invoicing and member issues
- Support teammates' accounts and events as needed and share best practices across the team
- Perform other related duties as directed or deemed appropriate.
Qualifications/Skills
- 4+ years in customer success, account management or client relations, ideally in EAP, behavioral health, benefits or healthcare
- Bachelor's degree or equivalent experience
- Experience owning client relationships, including renewals and retention
- Experience partnering with regional and national brokers, consultants and carrier partners
- Comfort working with utilization and financial data and turning it into clear client insights
- Clear communicator, confident presenting to HR audiences and employee groups
- Strong organization and follow-through across multiple accounts at once
- Proficient in Microsoft Office, Google Suite, and Salesforce or a similar CRM, with an interest in using AI tools
- Adaptable and solutions-oriented when client needs or priorities change
- Familiarity with benefit plan documents, related regulations and digital health solutions a plus
- Passion for helping employees and their families live their healthiest lives
- Valid driver's license and willingness to travel regionally, nationally and as needed
Travel: 30–40%, regionally and nationally by car and air, with broader travel as business needs require.
Requirements
- 4+ years in customer success, account management or client relations, ideally in EAP, behavioral health, benefits or healthcare
- Bachelor's degree or equivalent experience
- Experience owning client relationships, including renewals and retention
- Experience partnering with regional and national brokers, consultants and carrier partners
- Comfort working with utilization and financial data and turning it into clear client insights
- Clear communicator, confident presenting to HR audiences and employee groups
- Strong organization and follow-through across multiple accounts at once
- Proficient in Microsoft Office, Google Suite, and Salesforce or a similar CRM, with an interest in using AI tools
- Adaptable and solutions-oriented when client needs or priorities change
- Familiarity with benefit plan documents, related regulations and digital health solutions a plus
- Passion for helping employees and their families live their healthiest lives
- Valid driver's license and willingness to travel regionally, nationally and as needed
Benefits
- Competitive benefits
Company overview
Workplace Options, founded in 1982 and headquartered in Raleigh, North Carolina, is the world's largest independent provider of holistic wellbeing solutions. The company specializes in delivering comprehensive employee support programs that integrate mental health services, work-life balance resources, and behavioral health interventions. With a global network of credentialed providers and professionals, Workplace Options serves over 88 million individuals across 127,000 organizations in more than 200 countries and territories. The company's services include employee assistance programs (EAPs), critical incident response, mindfulness training, telehealth counseling, and workplace wellbeing consulting. Trusted by 50% of Fortune 500 companies, Workplace Options combines digital and in-person delivery methods to provide customized support that helps individuals become healthier, happier, and more productive both personally and professionally. Their solutions address diverse needs including stress management, mental health support, work-life integration, and organizational wellbeing strategy development.