Customer Success Manager at Thatch

About the role

As one of our first Customer Success Managers, you'll play a pivotal role in guiding our customers through their journey with Thatch, ensuring they harness the full potential of our benefits platform. This position offers a unique opportunity for a seasoned professional to shape the Customer Success function at Thatch. Reporting directly to the Head of Revenue, your contributions will be instrumental in driving both customer satisfaction and the growth of Thatch.

What you’ll do

• Customer partnership: Act as the primary liaison for customer administrators, fostering strong relationships and ensuring clear, consistent communication.

• Onboarding new customers: Oversee the implementation process, setting customers up for success from day one.

• Enrollment support: Provide expert assistance during Open Enrollment, addressing member inquiries and facilitating seamless enrollment experiences.

• Continuous engagement: Conduct regular check-ins to assess progress, gather feedback, and identify opportunities for enhanced platform utilization.

• Product advocacy: Introduce customers to new features and functionality, aligning solutions with their evolving needs and driving upsell opportunities.

• Renewal management: Lead the contract renewal process, ensuring sustained customer satisfaction and long-term partnerships.

• Cross-functional collaboration: Work closely with sales, product, and marketing teams to advocate for customer interests and contribute to platform enhancements.

Background we're looking for

• 3-5 years of demonstrated success in customer success, account management, or similar customer-facing roles, with substantial experience in the healthcare or insurance sectors.
  

• A deep understanding of healthcare/insurance industries, enabling you to connect authentically with our customers and address their unique challenges effectively.
  

• Exceptional ability to build relationships, communicate effectively, and solve problems collaboratively, ensuring customer needs are met with precision and care.
  

• Proven capability to manage multiple accounts and projects in a dynamic, fast-paced environment, maintaining a high level of organization and attention to detail.
  

• Familiarity with SaaS platforms and digital marketplaces enhances your ability to support and guide customers effectively, ensuring they maximize the value of our solutions.
  

• Experience in human resources is a significant plus, offering additional perspective on customer and member engagement, and contributing to more holistic customer support.
  

Experience we’d be particularly excited about

• Hands-on experience managing critical periods such as Open Enrollment, ensuring customers have a smooth and successful start with our platform.

• A proven track record in identifying and executing upsell opportunities within a technology or digital solutions context, driving mutual growth and success.

• Experience managing renewals and long-term customer relationships, with the ambition and capability to evolve into a leadership role as the team grows, contributing to the strategic direction of customer success at Thatch.

What to expect

We interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we move quickly — the entire interview process is typically complete within 2 weeks. We will conduct the following interviews:

• 30 minute Zoom meeting to talk about Thatch, your background, and answer any questions about the role.

• 45 minute Zoom meeting to hear more about your experience and how you'd approach working in the role.

• Three 30 minute zooms with additional Thatch teammates to access your skill sets.

• Take home project to assess your functional expertise for the role you're applying for and a 30 minute meeting to review the assignment.

• 30 minute Zoom meeting with our founders to discuss your approach to culture and our operating principles.

• Final 30 minute call to answer any outstanding questions.