CSM II

About This Opportunity

Our talent team is representing a confidential healthcare technology organization in their search for a Customer Success Manager II. This role centers on managing a portfolio of small business accounts, driving retention, engagement, and growth through proactive relationship management and strategic account stewardship.

You will serve as the primary point of contact for HR benefits leaders, conducting regular business reviews, monitoring key success metrics, supporting renewals, and identifying expansion opportunities. This is an excellent opportunity for a customer-focused CS professional who thrives on executing proven playbooks while building the foundation for career advancement into more complex account work.

Responsibilities

In this role, you will:

• Own the health, adoption, retention, and growth of a book of SMB accounts
• Conduct regular check-ins and business reviews to align on goals, track program performance, and proactively address challenges
• Monitor and act on success metrics including CSAT, utilization, and member engagement to identify and mitigate churn risks
• Support the renewal cycle across your portfolio, partnering with leadership to achieve strong retention outcomes
• Identify and pursue expansion and upsell opportunities that contribute to annual contract value growth
• Partner with internal teams including Product, Implementation, Member Support, and Operations to ensure customers realize full value
• Maintain accurate account records and pipeline hygiene in Salesforce
• Execute established SMB playbooks with consistency and provide feedback to help the team scale effectively

What We're Looking For

Required qualifications:

• Bachelor's degree
• 3+ years of experience in customer success, account management, or customer support in a high-growth technology environment
• Proven track record managing a book of business with strong retention and customer satisfaction outcomes
• Comfort presenting to HR benefits leaders with clear, empathetic communication that balances customer needs and internal priorities
• Proficiency with Salesforce or another CRM platform
• Strong organizational skills and a proactive, solutions-oriented mindset
• Alignment with our client's mission and enthusiasm for collaborative teamwork

Nice to have:

• Familiarity with HR benefits buyers and the employee benefits landscape
• Prior experience supporting renewal or expansion conversations
• Experience with tools such as Gong, Airtable, or business intelligence/reporting platforms
• Comfort working in fast-scaling, ambiguous environments

How We Work with You

When you apply through Get A Job.ai, our recruiting team will review your background and conduct an initial screening. If there's a strong match, we will submit your profile to our client for consideration. Once submitted, you'll move through the client's interview process, which includes a recruiter screen, hiring manager interview, presentation interviews, executive conversation, and final wrap-up.

Please do not contact the client directly. All communication and coordination will flow through Get A Job.ai to ensure a professional and organized process for everyone involved.

Pay

Pay via Get A Job.ai: $70,000 to $82,000 annually, depending on confirmed skills and experience. Our client also offers equity, comprehensive health and wellness benefits, retirement savings plans, flexible time off, parental leave, and family-forming assistance.

Location: USA (remote eligible)

Equal Opportunity

Get A Job.ai is committed to inclusive recruiting practices. We welcome candidates of all backgrounds and work with clients who share our commitment to building diverse, equitable teams.