Enterprise Customer Success Manager

About the job:
Full-time
About the Role

Come join the Customer Success Team at LearnLux and help deliver a world-class customer experience for our global clients and members. Our Customer Success Managers are key in helping our clients adopt the LearnLux program and drive engagement with their employees. You’ll collaborate with leading employers and internal teams throughout the onboarding process and partner with them as a trusted advisor on an ongoing basis to bring meaningful financial guidance and help to diverse teams at all income levels.

You will manage the implementation process, track and report on progress, design and execute communication and engagement programs, develop and facilitate educational webinars on financial topics, provide support to our members, craft emails to drive adoption, manage assigned accounts, identify and close upsell opportunities, and ensure renewals. You will thrive in this role if you love people and processes, don’t mind rolling up your sleeves to get things done, and have a meticulous attention to detail.

This role is 100% remote within the US and reports to the Director of Customer Success.

About LearnLux

LearnLux is the leading workplace financial wellbeing provider that blends fiduciary digital planning with access to one-on-one guidance from Certified Financial Planner™️ professionals. LearnLux’s award-winning program equips employees with a financial plan to guide them through decision points like budgeting, paying down debt, electing benefits, understanding equity compensation, starting a family, buying a home, saving for retirement, and more. Advanced reporting keeps our partners in the know, and drives results like reduction in financial stress, increased productivity, reduced employee turnover, greater use of pretax products, on-time retirement, and healthcare savings. LearnLux members feel great about their money, allowing their work and wellbeing to thrive. We’re a remote-first company, backed by prominent operators such as Ashton Kutcher’s fund Sound Ventures and Salesforce CEO Marc Benioff.

Key Responsibilities
In this vital role, you will be the primary point of contact for your assigned set of clients.
Manage and ensure a successful onboarding and implementation process, including setting up of each client’s custom financial wellbeing portal, developing custom content, and collecting benefits plan documents and information
Become a trusted advisor to our employer partners in HR & Benefits to help them develop effective Success Plans and Communication Plans and drive adoption and engagement among their employees
Track and report on progress through regular check ins and Progress Checks (QBRs) with assigned accounts
Manage an assigned set of accounts, manage upsells and renewals, and ensure that goals and timelines are met.
Build and customize communication toolkits, webinar slide decks, emails, and other engagement tools
Provide first-level user support to members and clients via chat and email
Plan, moderate, and follow up with webinars and other training events
Travel to client sites as needed for meetings, relationship building, benefits fairs, and tabling events to introduce the LearnLux program to our client’s employees
You Should Have
2-3+ years experience in Customer Success or Account Management with enterprise clients
Strong account management and relationship-building skills
Advanced reporting and data analysis skills with expertise in Excel/Sheets
Strong project management skills
Strong technical acumen
Outstanding communication skills
Meticulous attention to detail
Advanced knowledge of PowerPoint/Slides with a good eye for design
Nice to haves
Strong familiarity and/ or experience with benefits implementations, ideally working with HR and Benefits leaders to implement wellness-related benefits on a global scale
Fluent Spanish speaker with deep understanding of minority communities’ mindsets about money
Marketing or related experience creating and managing webinars, email, and communication materials to engage employees in their benefits
Experience with end-user support for a SaaS or e-learning platform
Benefits
Remote-first company structure
Medical, dental, and vision
401(k)
Mental wellbeing (Talkspace)
Financial wellbeing (LearnLux)
Equity (Full-time employees)
Paid vacation and sick leave
A supportive, inclusive team culture
Opportunities for continuous learning and growth at a fast-growing startup at the cutting edge intersection of financial wellness and technology