Customer Success Manager, Enterprise & Mid-Market at Thatch

About the role

We’re looking for a consultative and dynamic Customer Success Manager to join our growing team. In this role, you’ll manage a portfolio of Enterprise and Mid-Market employer customers – serving as a trusted partner on account strategy, renewals, and day-to-day success.

As one of the early hires on the CS team, you’ll play a key role in shaping the customer experience at Thatch. You’ll work cross-functionally with Sales, Operations, Product, and other teams to deliver value, drive retention, and champion the voice of the customer. If you enjoy solving problems, building strong relationships, and taking ownership, this role is for you.

What you'll do

• Own the customer relationship post-sale for a portfolio of Enterprise and Mid-Market employer clients and their benefit brokers; this role will also own new customer onboarding, primarily during the peak season
• Guide HR stakeholders through the renewal process, providing high-touch, consultative support on ICHRA contribution strategy, as well as contract renewal
• Manage the end-to-end planning and execution of the annual Open Enrollment cycle, with a primary focus on maximizing employee enrollment through a multi-channel approach
• Develop a deep understanding of each customer’s goals, challenges, and success criteria, and serve as a trusted product expert to help the customer navigate ICHRA and Thatch’s product
• Collaborate cross-functionally to manage escalations and complex requests with care and urgency
• Advocate for customer needs internally, sharing feedback and insights to inform product roadmap and service improvements
• Develop processes and tools to track customer satisfaction and health, identify risks, and build proactive mitigation plans
• Contribute to team-wide process development, tooling, and playbook creation as we scale
• Assist Sales with finalist opportunities, including facilitating references and gathering testimonials

Background we're looking for

• 5+ years of experience in Customer Success, Account Management, or a related client-facing role – ideally within health benefits, HR/benefits tech, or digital health
• Experience managing complex employer relationships and external stakeholders (brokers, consultants, executives)
• Strong strategic thinking and problem-solving skills – you understand the bigger picture and can help customers navigate change
• Comfort operating with ambiguity in a fast-paced environment
• Excellent communication skills – you build trust quickly and can tailor your style to different audiences, both internally and externally
• Deep sense of ownership and customer empathy – you advocate for your customers and take pride in helping them succeed
• Curiosity, humility, and a team-first mindset

Experience we’d be particularly excited about

• Thrives in a startup environment
• Experience with healthcare, specifically with employer benefits or insurance, a plus

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. Here's what to expect:

• 20-30 minute Zoom meeting to talk through your background and interest in Thatch
• 30 minute Zoom meeting with the hiring manager to dive deeper into your experience and the role
• 30 minute Zoom meeting to meet 3-4 members of the team
• 30 minute Zoom meeting with the hiring manager to work through a live case study
• 30 minute Zoom meeting with our founders to discuss your approach to culture and our operating principles

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