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Salary: USD 80,000 - 110,000 / annual
Lively is a modern benefits platform that combines user-centric design with innovative technology to deliver HSA and broader benefits solutions for employers and consumers. The company is remote-first, headquartered in San Francisco, and operates across the US.
As a Technical Customer Success Manager, you will be a bridge between Lively's customers and internal teams, combining deep product knowledge with technical troubleshooting expertise. This role is ideal for someone passionate about technology, customer service, and healthcare benefits.
Key responsibilities include:
- Become a subject matter expert on customer support topics and Lively's product offerings
- Facilitate and monitor EDI feeds with new customers, working alongside their BenAdmin and payroll providers
- Maintain deep understanding of product functionality and advise customers on features most relevant to their needs
- Collect and structure customer feedback, working with internal teams to prioritize feature requests
- Learn Lively's employer product architecture and technical tools to analyze and triage issues
- Write and manage technical documentation for both internal teams and external customers
- Support cross-functional collaboration with Sales, Product, Marketing, and Engineering teams
You will need 2+ years of client-facing experience, ideally with enterprise customers. Technical skills should include basic understanding of EDI feeds, SFTP, and APIs. Familiarity with Salesforce CRM and Jira is expected. Strong project management, organizational, and communication skills are essential. The role requires flexibility to handle high customer volume during open enrollment season (November through January). You should be proactive, detail-oriented, and comfortable in a fast-paced, adaptable environment.
