Customer Success Manager, Small & Medium Business (SMB)

About the role

We’re looking for a nimble and entrepreneurial Customer Success Manager to support our growing base of SMB customers. In this role, you’ll manage a large, diverse portfolio of employer clients – delivering scalable, programmatic support across onboarding, renewals, and open enrollment.

This is a great opportunity for someone who is energized by process development, customer education, and balancing high-volume account management with focused attention on top areas of impact. You’ll work cross-functionally with our Sales, Operations, and Product teams to ensure customers are set up for success and are maximizing their value from the Thatch platform. If you’re organized, resourceful, and excited to help small and midsize employers navigate Thatch and ICHRA with confidence, this role is for you.

What you'll do

• Manage a large book of SMB employer clients, providing programmatic support across onboarding, open enrollment, and renewal through scalable processes
• Coordinate and execute streamlined onboarding processes, primarily during peak season when most new companies go live
• Support open enrollment planning and execution through standardized toolkits, training sessions, and communication best practices, including collaboration with brokers
• Deliver timely and proactive outreach to customers regarding enrollment challenges or other issues to mitigate poor member experiences and customer escalations
• Track customer health, satisfaction, and enrollment metrics to identify risks and surface opportunity areas for greatest impact
• Advocate for customer needs internally, sharing feedback and insights to inform product roadmap and service improvements
• Partner with internal teams to resolve customer questions, triage escalations, and improve processes
• Contribute to the development of internal tooling and dashboards to generate visibility into portfolio and create automated workflows and communications for account cohorts
• Support Sales with customer references and develop a subset of SMB champions

Background we're looking for

• 2-4 years of experience in Customer Success, Account Management, or Customer Support – ideally within health benefits, HR/benefits tech, or digital health
• Experience managing a high volume of customers and providing structured support at scale
• Strong organizational and time management skills – able to prioritize effectively across multiple accounts and deliverables
• Clear, empathetic communicator with a knack for distilling complex topics into actionable guidance
• Comfortable working cross-functionally and collaborating in a fast-paced, evolving environment
• Tech-savvy and data-minded – you’re comfortable navigating internal tools and using data insights to drive prioritization
• Customer-first mindset with a strong sense of accountability and follow-through
• A team player with a learning mindset – open to evolving processes and systems

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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