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