VS
Venn StrategiesDirector, Customer Success
Director of Customer Success at Venn leading strategy in customer success function. Building processes and driving measurable impact across retention, expansion, and customer advocacy.
About the role
- Serve as a strategic partner and trusted advisor to clients for benefits administration and BPO solutions
- Lead cross-functional efforts to deliver exceptional service and drive customer satisfaction
- Build and nurture high-trust relationships with a portfolio of customers; serve as primary point of contact for success, retention, and satisfaction
- Facilitate regular internal and external client meetings to track progress, business impact, and strategic alignment
- Collaborate with clients to define success metrics and develop actionable plans
- Influence internal teams and processes and advocate for customer needs across product, engineering, and operations
- Handle escalated inquiries and ensure timely resolution; monitor SLA adherence
- Identify trends in customer inquiries and feedback to drive continuous improvement
- Report to the Director of Customer Success
Requirements
- 5+ years in Benefits Administration customer support
- 5+ years of employee benefits experience (enrollment, eligibility, claims processing, billing) – a plus
- Proven success managing complex customer portfolios
- Strong relationship-building and influencing skills
- Ability to align customer goals with Vimly’s solutions
- Excellent written, verbal, and presentation skills
- Results-oriented mindset with a focus on business outcomes
- Discretion and sound judgment in managing sensitive information
- Ability to multitask and prioritize across internal and external demands
- Microsoft Office Suite (Outlook, Word, Excel)
- Experience with CRM or support platforms (e.g., Salesforce, JIRA, Confluence)
- Bachelor’s degree in business management or equivalent industry experience
- Industry experience preferred: Insurance, Benefits Administration, Benefits Consulting, SaaS, Healthcare, BPO
- Targeted hire for Seattle area or Austin, TX
- Some travel may be required
Benefits
- Medical, Dental and Vision Coverage
- 401(k) Retirement Plan with employer match
- 20 PTO days accrued within the first year (includes sick time)
- 12 holidays per year, Diversity Time Off and Paid Volunteer Time Off
- Life and AD&D Insurance
- Long-term and Short-term Disability Insurance
- Voluntary Life Insurance
- Voluntary Long-Term Care (LTC) insurance
- Voluntary Pet Insurance
- Voluntary Legal Plan
- Health Savings Account (HSA)
- Flexible Spending Accounts (FSA)
- AFLAC Voluntary Benefits
- MetLife Voluntary Benefits
- Employee Assistance Program
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