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Salary: USD 70,000 - 90,000 / annual
Lively is a fintech company modernizing employee benefits through user-centric design and innovative technology. Their flagship product is a top-rated HSA, with expanded offerings across benefits and financial services for employers, consumers, and institutions. The company is remote-first, headquartered in San Francisco.
As a Customer Success Manager, you will own a portfolio of employer customers, serving as their primary point of contact for all account needs. Your role combines customer support, account management, and revenue growth responsibilities.
Key responsibilities include:
- Serve as primary contact for a customer portfolio, managing all account needs and inquiries (1-2 business day response SLA)
- Onboard and implement new employer customers from sign-up through account funding
- Provide ongoing support for enrollment, contribution processing, and benefit administration
- Educate customers on Lively configuration options for enrollment, payroll, and reporting
- Cross-sell and upsell Lively products to existing customers to drive revenue
- Build and maintain relationships with customers' third-party vendors, benefits consultants, and brokers
- Facilitate recurring meetings and bulk asset transfers from competing HSA providers
- Work cross-functionally to resolve customer issues and identify trends for product/operations teams
- Support high customer volume during Open Enrollment season (October–February)
- Advocate for customers in leveraging AI-powered tools to optimize benefit administration
- Create bug reports in Jira for reproducible product issues
Requirements:
- 4+ years of experience in customer success, implementation, account management, or similar role
- Proven track record delivering exceptional B2B customer support
- Experience with upselling and cross-selling; ability to hit revenue-generating goals
- Strong project management, organizational, and interpersonal skills
- Excellent verbal and written communication and attention to detail
- Proficiency in Microsoft Office and Salesforce
- Demonstrated experience using AI tools and automation platforms to improve customer experience and streamline workflows
- Tech-savvy, AI-curious mindset with ability to adopt new technologies and systems
- Ability to work with adaptability and flexibility in a fast-paced environment
- Central Time Zone preferred (though not required)
