Customer Success Manager

About this opportunity:

Workplace Options is proud to support our sister organization, Behavioral Health Systems (BHS), in recruiting a Customer Success Manager.

BHS operates one of the nation’s largest specialty preferred provider organizations (PPO), which is comprised of psychiatrists, psychologists, social workers, EAP providers as well as facility networks including hospitals, rehab/residential treatment centers, partial hospitalization programs and intensive outpatient programs. BHS fully credentials and panels their own network of providers.

Current Opportunity: Customer Success Manager

Location: US

Full-time/Part-time: This is a full-time (40 hours per week) position.

Salary: $65,000 - $80,000 USD per year plus competitive benefits offering

What you will do:

Reporting to the Head of Implementation & Customer Success, the Customer Success Manager owns a book of mid-market employer accounts end to end. You'll be the go-to partner for HR leaders, brokers and carrier partners, keeping programs running smoothly and helping clients get full value from their benefits. This role suits an organized, relationship-driven professional who enjoys time on site with clients and cares about mental health and employee wellbeing.

Own relationships and account plans for a book of mid-market EAP and behavioral health accounts, focused on customer satisfaction and retention that lead to growth opportunities

Serve as the main contact for HR and benefits leaders, keeping brokers, consultants and carrier partners engaged

Lead recurring client meetings and quarterly and annual business and utilization reviews that show value

Build clear, data-driven presentations using utilization, benchmarks, and market and regulatory trends

Own the renewal cycle, from pricing and contracting through open enrollment and plan materials, with leadership support on complex renewals

Hit quarterly and annual retention and renewal targets through proactive account planning and early risk escalation

Evolve each client's strategy as needs change, bringing in digital solutions and internal leaders to collaborate

Partner with Sales and Implementation on a smooth handoff, transition and onboarding for new clients

Shape training, education and engagement strategy around each client's goals, utilization and workforce needs

Represent the company on site at health and benefit fairs, open enrollment meetings and client events

Collaborate with Clinical, care coordinators, Operations, Finance, Legal and Compliance to resolve eligibility, invoicing and member issues

Support teammates' accounts and events as needed and share best practices across the team

Perform other related duties as directed or deemed appropriate.

Qualifications/Skills:

4+ years in customer success, account management or client relations, ideally in EAP, behavioral health, benefits or healthcare

Bachelor's degree or equivalent experience

Experience owning client relationships, including renewals and retention

Experience partnering with regional and national brokers, consultants and carrier partners

Comfort working with utilization and financial data and turning it into clear client insights

Clear communicator, confident presenting to HR audiences and employee groups

Strong organization and follow-through across multiple accounts at once

Proficient in Microsoft Office, Google Suite, and Salesforce or a similar CRM, with an interest in using AI tools

Adaptable and solutions-oriented when client needs or priorities change

Familiarity with benefit plan documents, related regulations and digital health solutions a plus

Passion for helping employees and their families live their healthiest lives

Valid driver's license and willingness to travel regionally, nationally and as needed

Travel: 30–40%, regionally and nationally by car and air, with broader travel as business needs require.

For further information about BHS please see https://behavioralhealthsystems.com/

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