Account Manager

About the Role

Key Responsibilities

• Partner closely with up to 2 Account Executives in managing a portfolio of small-business customer accounts, ensuring high engagement and satisfaction.
• Serve as a trusted partner to customers by understanding their business needs, pain points, and goals, and recommending ways to improve their HealthJoy adoption and return on investment.
• Utilize tools including Salesforce, Gainsight, Outreach, and Gong to track customer interactions and ensure timely follow-up.
• Maintain accurate records of customer interactions, contracts, and account health in CRM tools.
• Identify expansion and upsell opportunities through consultative selling during customer interactions.
• Support Account Executives in presenting value-driven upsell proposals and preparing for sales and expansion interactions.
• Monitor customer health scores proactively within Gainsight and flag potential churn risks.
• Gather and relay customer feedback for product and service improvements.
• Lead customer training initiatives and knowledge-sharing efforts to increase product adoption.
• Own key customer activities independently to support growth and retention, including strategy reviews, sales, and renewal proposals.
• Advise customers on strategies to optimize adoption across their members, drawing on product knowledge and industry best practices.

Requirements

• 5+ years of customer-facing account support or related experience demonstrating independence and ownership.
• Experience working directly as an HR team member, benefit consultant, or in wellness/benefits preferred.
• Strong organizational skills and goal-oriented, self-motivated mindset.
• Willingness to travel approximately 10-15% to support client relationships and internal meetings.
• Ability to use CRM and customer engagement tools such as Salesforce, Gainsight, Outreach, and Gong.
• Interest in learning how to manage a sales process.

Nice to Have

• Experience in the benefits industry, HR, wellness, or related fields.

Qualifications

• Experience in customer support or account management roles for 5+ years.
• Experience working with benefits, wellness, or HR-related services is preferred.

Benefits & Perks

• Medical, Dental and vision insurance packages
• HSA contribution match
• Stock options for eligible roles
• 401k match
• Paid parental leave
• Company sponsored Short Term and Long Term Disability coverage
• Flexible PTO