Senior Manager, Customer Success

Meridio is a remote-first company on a mission to make health benefits for small businesses simple, affordable, and accessible. We're growing fast — and we need a customer success leader who can turn great clients into lifelong fans. In this role, you'll lead a small but mighty team, manage some of our most important accounts, and work closely with customers to ensure they see the full value of Meridio's solutions. You'll be proactive, not reactive — spotting opportunities before they arise, creating growth through upsell and expansion, and making sure every client feels like our only client. If you love building relationships, solving problems, and helping customers thrive, you'll fit right in. What You'll Do Lead & Grow Customer Success Manage and mentor two Customer Success team members, fostering a high-performance, customer-first culture. Set clear goals and coach the team to hit retention, upsell, and satisfaction targets. Own a Portfolio of Key Accounts Serve as the strategic partner for high-value customers, ensuring they achieve measurable results. Build strong relationships with decision-makers, champions, and users. Conduct regular check-ins and business reviews to drive engagement and loyalty. Drive Proactive Growth Identify and act on upsell and cross-sell opportunities to expand account value. Collaborate with Sales, Product, and Operations shape and coordinate solutions that address customer needs. Monitor account health and address risks before they become issues. Deliver Operational Excellence Track retention, NPS, revenue growth, and other key metrics. Ensure processes are efficient, scalable, and aligned with our remote-first model. Share client feedback internally to help shape our products and services. What Success Looks Like (First 12 Months) 95%+ customer retention rate across your portfolio 20%+ revenue growth from existing accounts <24 hours average first-response time to customer inquiries Two direct reports hitting or exceeding their performance targets About You You're the kind of person who: Thrives on turning customers into long-term partners (and raving fans) Spots opportunities before anyone else — and knows how to make the most of them Believes that upselling is about solving real problems, not just hitting a number Loves mentoring others and seeing your team succeed Gets just as much satisfaction from fixing a tough customer issue as you do from closing a growth opportunity Knows how to keep things moving in a fast-paced, remote-first environment What You Bring 4–6 years managing customer accounts in SaaS, fintech, or benefits At least 2 years of people management experience, including coaching, developing talent, and setting team strategy to meet business goals Proven track record of growing accounts through upsell and retention Strong relationship-building, problem-solving, and communication skills Ability to manage multiple high-value accounts without sacrificing quality Bonus Points For Experience with benefits platforms or health insurance Familiarity with HubSpot, Stripe, Rippling, ClickUp Project management certification (e.g., CSM, PMP) Bachelor's degree in Business or related field; MBA a plus Compensation & Benefits Variable pay based on retention and revenue growth Equity grant Employer-paid health benefits through Meridio Remote-first culture with quarterly in-person off-sites DTO, parental leave, and professional development stipend Why You'll Love Working Here Impact you can see — Your work directly helps small businesses access better health benefits for their teams. A team that has your back — We're collaborative, supportive, and committed to each other's success. Room to grow — As we scale, so will your opportunities to take on new challenges and leadership responsibilities. Work from anywhere — Enjoy the flexibility of our remote-first culture while staying connected through quarterly in-person gatherings. We celebrate wins — Whether it's landing a big upsell or hitting a retention milestone, we make sure to recognize and reward success.