Customer Success Manager Team Leader

Position Summary

The ezICHRA Customer Success Manager Team Leader is a player-coach role responsible for leading mentoring and supporting the ezICHRA Customer Success team while managing a portfolio of strategic customer relationships. This position ensures employers brokers and employees receive a consistent compliant and high-quality experience throughout implementation enrollment plan administration renewals and ongoing ICHRA support. The ideal candidate combines strong benefits knowledge customer relationship management expertise operational discipline and team leadership skills to drive customer satisfaction retention process improvement and scalable service delivery.

Key Responsibilities

Functional Leadership & Ownership

Lead coach mentor and support the Customer Success team.

Provide workload prioritization service standards and professional development.

Serve as primary escalation resource.

Act as subject matter expert for ICHRA administration and customer experience.

Hands-On Execution & Delivery

Oversee onboarding and implementation activities.

Manage strategic customer relationships.

Support enrollment readiness and employee communications.

Provide plan advising support when needed.

Reporting Quality & Operational Support

Track retention enrollment renewal and satisfaction metrics.

Monitor service levels and productivity.

Develop reports and dashboards.

Cross-Functional Partnership & Integration

Partner with Sales Compliance Marketing Operations Finance and Technology teams.

Coordinate service delivery across stakeholders.

Growth Change & Special Initiatives

Support customer retention strategies and organizational growth initiatives.

Assist with special projects and service enhancements.

Process Improvement & Best Practices

Implement process improvements and scalable workflows.

Maintain compliance with ACA ERISA HIPAA IRS DOL and ICHRA requirements.

Center of Excellence (COE) Contribution

Develop training resources documentation and service standards.

Provide thought leadership and best practices.

Accountability

Customer satisfaction retention and renewal results.

Successful customer implementations and onboarding experiences.

High-quality enrollment support and service operations.

Scalable customer success processes and documentation.

Strong stakeholder relationships and issue resolution.

Qualifications

Bachelor degree or equivalent experience.

5 years of customer success benefits or account management experience.

2 years leading or mentoring team members.

Life & Health License or ability to obtain.

Strong ICHRA ACA and benefits knowledge.

Preferred

ICHRA QSEHRA or HRA experience.

Broker carrier or marketplace experience.

Knowledge of ACA ERISA HIPAA and COBRA requirements.

Experience building dashboards playbooks and training resources.

Key Competencies

Leadership & Team Development

Strategic & Systems Thinking

Customer Relationship Management

Ownership & Accountability

Process Design & Continuous Improvement

Consulting Influence & Collaboration

Change Agility

Business Acumen