Customer Success Associate

About the Role

As a Customer Success Associate, you’ll be part of the trusted and dedicated team for small to mid-sized employer groups, guiding them through their benefit solutions journey. You’ll collaborate with cross-functional teams, solve complex challenges, and make a direct impact on customer satisfaction and retention. If you’re a proactive problem-solver who loves delivering exceptional service, this role offers a dynamic, rewarding career path with growth opportunities in a supportive, team-oriented environment. Come help us make benefits simple, accessible, and valuable for our customers! 

Responsibilities

Customer Relationship Management

• Become a subject matter expert on all Lively products 
• Serve as a dedicated contact for a portfolio of small to mid-sized employer groups under 250 BEL
• Develop and maintain strong relationships with employer admins, brokers, and client stakeholders
• Conduct regular check-ins to assess customer satisfaction and identify opportunities for improvement (via email, phone, and virtual meetings)
• Collaborate with customers to understand their benefit solutions goals and provide tailored guidance

Onboarding and Implementation 

• Guide new customers through the onboarding process, ensuring a smooth implementation of Lively’s benefit solutions from sign up, contracting, to enrollment and and first funding. 
• Conduct support/training sessions for employer admins or employees  on Lively’s platform functionality and best practices upon request
• Guide customers in completing their first funding cycle on the Lively platform

Ongoing Customer Support

• Respond to client inquiries via email, phone, and virtual meetings in a timely and professional manner 
• Provide step-by-step guidance on platform usage, reporting, and troubleshooting
• Educate customers on new features, product updates, and best practices benefits administration
• Troubleshoot potential system bugs and ticket items in JIRA  for resolution by our product & engineering team

Renewals, Retention, and Expansion

• Support clients through the annual benefits renewal process, ensuring timely plan updates
• Analyze utilization data and provide recommendations to help customers optimize their benefit solutions
• Identify opportunities for account growth through cross-selling and upselling additional services

Collaboration and Cross-functional Coordination

• Partner with internal teams such as Sales, Product, Account Operations, Legal and Compliance to address customer needs
• Advocate for customer feedback to influence product enhancements and process improvements
• Participate in team meetings and contribute to the continuous improvement of customer success strategies

Documentation and Product Adherence

• Maintain accurate client records and interaction notes within the CRM system (Salesforce)
• Document recurring customer challenges to support process improvements and team knowledge-sharing
• Ensure compliance with company policies and relevant benefits administration regulations

Skills & Experience

• 1+ years of client facing experience
• Basic knowledge in benefits administration and industry regulations
• Knows CRM Software, Benefits administration platforms, Google workspace, reporting and data analysis tools
• Strong project management and interpersonal skills
• Excellent verbal and written communication skills
• Exceptional attention to detail
• Organizational skills with the ability to manage multiple tasks and deadlines, and work cross-functionally
• Strong sense of urgency and grit
• Empathy, patience, and a proactive approach to customer interactions
• Problem solving mindset, and critical thinking skills
• Ability to work in a fast pace environment, with a growth mindset and adaptable approach