ThreeFlow is looking for results-driven teammates who are eager to solve problems and question the status quo. We cultivate an inclusive culture where everyone can contribute, grow, feel valued, and make an impact.

We’re excited to add a Customer Success Manager (CSM) to our team to be a leading source of ThreeFlow user adoption in our West Coast Region. Reporting to the Manager of Customer Success, our new CSM colleague will be crucial to the growth and success of ThreeFlow as we push the boundary of what’s possible in the employee benefits industry. If you inspire and influence people to adopt new ways of working, have a passion for transforming the employee benefits industry, and regularly use data to change customer behavior, we encourage you to apply!

This position is based remotely within the U.S. and focused on the West Coast Region (California, Oregon, Washington, Idaho, Montana, Wyoming, Utah, Hawaii, and Alaska). Travel within the assigned territory is required up to 10% of the time.

About the role

• Manage a portfolio of brokers (and their carrier partners) and consult on how ThreeFlow can help both parties achieve their objectives and enable them to increase their usage
• Develop relationships with influential users in a broker and carrier organization and convert them into ThreeFlow champions
• Collaborate cross-functionally between our support, marketing, product, sales, and partnerships teams and advocate the needs of customers to leaders in different departments while working within your regional territory pods
• Build and improve processes for collecting customer feedback, building requirements, and maintaining a long-term roadmap that clarifies goals and enables brokers and carriers to measure their progress
• Lead regular customer planning meetings to celebrate positive outcomes, see opportunities for growth, and intervene when risks arise
• Understand and forecast book of business planning to identify opportunities for growth and reduce risk
• Deliver an exceptional customer experience with proactive communication and orchestrate appropriate internal resources to meet and exceed customer business goals

About you

• 5+ years of customer success, client services, or consulting experience at a benefits brokerage firm or insurance carrier and understanding of industry challenges and trends
• You’re passionate about helping clients succeed
• You have a proven ability to drive action and change by using data to build scalable solutions (We’re energizing the next generation of the benefits industry, so we adapt and iterate regularly)
• You’re comfortable communicating clearly and concisely, have strong organization and prioritization skills, prep and presentation skills, and take initiative even if you don’t have all the answers
• Intermediate to advanced proficiency with Salesforce, Google Docs, and Powerpoint is helpful, though not required
• SaaS experience is helpful, though not required