Customer Success Manager

Position Summary

The ezICHRA Customer Success Manager is responsible for delivering an exceptional customer experience throughout the lifecycle of an Individual Coverage Health Reimbursement Arrangement (ICHRA) program. This role serves as the primary relationship owner for customers, guiding implementation, onboarding, education, compliance support, renewals, and ongoing optimization. The position combines strategic account management with hands-on customer support to ensure successful adoption, retention, and growth while helping clients maximize the value of their ICHRA programs.

Key Responsibilities

Functional Leadership & Ownership

· Serve as the primary point of contact and trusted advisor for assigned ezICHRA customers.

· Own customer relationships throughout implementation, enrollment, ongoing administration, and renewal activities.

· Provide strategic guidance regarding ICHRA plan administration, utilization, and best practices.

· Develop strong relationships with key stakeholders to support long-term customer retention and satisfaction.

Hands-On Execution & Delivery

· Guide customers through onboarding and implementation of ICHRA plans.

· Support employee plan selection activities and provide one-on-one guidance when appropriate.

· Ensure accurate and timely enrollment processing and resolution of enrollment issues.

· Collaborate with customers to optimize plan performance and operational efficiency.

Reporting, Quality & Operational Support

· Track customer success metrics including engagement, retention, utilization, and satisfaction.

· Ensure timely payment processing and resolution of customer service concerns.

· Monitor customer performance data and identify improvement opportunities.

· Maintain accurate records and documentation related to customer activities and account status.

Cross-Functional Partnership & Integration

· Partner with Sales, Marketing, Compliance, Analyst, and Platform Technology teams to deliver a seamless customer experience.

· Relay customer feedback and recommend product, process, and service enhancements.

· Support successful integration between customer operations and ezICHRA systems.

· Troubleshoot and resolve cross-functional customer issues.

Growth, Change & Special Initiatives

· Lead customer renewal planning and readiness activities.

· Support organizational growth initiatives and customer expansion opportunities.

· Assist with implementation of new processes, tools, and customer-facing solutions.

· Participate in strategic projects and special initiatives as assigned.

Process Improvement & Best Practices

· Identify opportunities to improve customer experience, efficiency, and service delivery.

· Recommend and implement scalable customer success best practices.

· Stay current on ICHRA regulations, healthcare trends, and industry developments.

· Promote continuous improvement across customer-facing processes.

Center of Excellence (COE) Contribution

· Contribute subject matter expertise related to ICHRA administration and customer success.

· Develop documentation, training materials, and operational guidance to support standardization.

· Partner with internal teams to promote consistent customer experiences and service standards.

· Support change management, communication, and enablement efforts across the organization.

Accountability

· Delivering high levels of customer satisfaction, engagement, and retention.

· Ensuring accurate implementation, enrollment, and renewal execution.

· Maintaining compliance awareness and regulatory guidance for customers.

· Building trusted customer relationships and serving as a strategic advisor.

· Demonstrating ownership, responsiveness, and sound business judgment.

Qualifications

Required

· Bachelor's degree in Business, Healthcare Administration, or related field; or equivalent experience.

· 3+ years of customer success, account management, or customer-facing experience, preferably within healthcare, insurance, or employee benefits.

· Life & Health Insurance License or ability to obtain licensure with company sponsorship.

· Knowledge of ACA, ERISA, HIPAA, and related healthcare compliance requirements.

· Experience with benefits administration platforms, CRM tools, and customer management systems.

Preferred

· Experience supporting ICHRA administration platforms.

· Experience in employee benefits consulting or health insurance environments.

· Advanced knowledge of individual health insurance products and healthcare benefits strategies.

· Experience presenting training and educational content to customers and employees.

Key Competencies

· Customer Relationship Management

· Strategic Thinking & Problem Solving

· Ownership & Accountability

· Communication & Influence

· Compliance Awareness

· Process Improvement & Continuous Learning

· Collaboration & Teamwork

· Business Acumen