Customer Success Associate / Manager - New Business Vertical

service-driven experience. Industry: B2B Health Insurance, Employee Benefits, Insur Tech About the

ROLE: This is an end-to-end Customer Success role where you will own the post-sales journey for a portfolio of corporate clients, from policy implementation and employee onboarding to ongoing servicing, renewals, and account expansion. You will act as the primary point of contact for HR, Finance, and business stakeholders, ensuring that their employee insurance programmes run smoothly and that employees receive timely support when they need it. This is not just a relationship management role. You will be expected to understand client needs, proactively resolve service issues, coordinate with insurers and TPAs, identify business risks, and build processes that improve customer satisfaction and retention. As an early member of a growing business vertical, you will also help shape how Customer Success operates, establish best practices, and influence the overall customer experience. Key Responsibilities Customer Onboarding & Implementation Own the customer onboarding journey from handover through successful implementation and the life time journey. Understand customer goals, requirements, and use cases. Ensure customers are able to adopt the product/service effectively and realise value quickly. Coordinate with internal teams to resolve onboarding and implementation requirements. Create and improve onboarding processes, documentation, and playbooks. Ensure HR teams and employees understand policy benefits, coverage, exclusions, claims procedures, and escalation channels. Conduct onboarding and orientation sessions for HR stakeholders and employees. Create standardised onboarding checklists, timelines, and communication templates to reduce implementation delays. Customer Relationship Management Build strong, trusted relationships with customers and key stakeholders. Act as the primary point of contact for clients for policy servicing, insurance-related queries, escalations, and ongoing account requirements. Conduct regular client check-ins, service reviews, and business review meetings to understand evolving needs.Understand customer challenges, feedback, and evolving requirements. Proactively identify potential issues before they become problems. Claims Support & Employee Experience Coordinate with insurers, TPAs, and internal claims teams to facilitate timely resolution of employee claims-related queries and escalations. Support employees with questions related to cashless hospitalisation, reimbursement claims, claim documentation, hospital networks, and policy coverage. Help HR teams resolve complex employee insurance concerns with empathy, urgency, and clear communication. Track pending cases, follow up with relevant stakeholders, and ensure issues are closed within defined service-level agreements (SLAs). Identify recurring claims and servicing issues and work with internal teams and insurance partners to address root causes. Maintain visibility into employee support trends, common grievances, and service quality. Ensure that sensitive employee and insurance information is handled responsibly and in accordance with applicable privacy and compliance requirements. Adoption, Retention & Growth Drive product/service adoption and engagement across the customer base. Monitor customer health and identify accounts that may require additional attention. Partner with Sales to identify and convert expansion opportunities. Track customer outcomes and demonstrate the value delivered. Building the Customer Success Function Help establish the Customer Success operating model for a growing B2B health insurance business(new vertical). Build the first version of our CS operating model, including customer segmentation, onboarding journeys, health scoring, engagement cadences, renewal processes and escalation frameworks Build playbooks for onboarding, adoption, renewals, escalation, and expansion. Establish dashboards and reporting mechanisms to track customer success metrics. Continuously experiment with different approaches and identify what works. Document learnings and help create a scalable CS framework as the business grows. Cross-functional Collaboration Work closely with Sales to ensure a smooth transition from prospect to customer. Partner with Product and Operations teams to communicate customer feedback and requirements. Collaborate with Support teams to ensure timely resolution of customer issues. Share customer insights with leadership to influence business and product decisions. Represent the voice of the customer internally. Data & Reporting Maintain accurate customer records and activity in the CRM/customer success platform. Track key metrics such as onboarding completion, adoption, engagement, retention, churn, and expansion. Prepare regular updates on customer health and business performance. Use CRM and customer data to identify adoption gaps, churn risks, engagement trends and expansion opportunities. Why This Role Is Exciting Build From Scratch This is a brand-new business vertical, which means there isn't a fixed Customer Success playbook waiting for you. You'll have the opportunity to experiment, learn from customers, build processes, and figure out what works. Shape the Customer Experience Your interactions with customers will directly influence how we build the business. You'll help us answer questions like: Who are our ideal customers? What does a successful customer journey look like? What drives adoption and retention? Which processes should we automate or standardise? What should our Customer Success model look like as we scale? High Ownership You'll have direct visibility into customer feedback, challenges, and opportunities. Your learnings won't simply sit inside a CRM — they'll help shape the product, processes, positioning, and overall direction of the new vertical. Grow With the Business As the vertical grows, there will be opportunities to take on greater responsibility, build the Customer Success team, establish the function, and potentially grow into a Customer Success Lead / Manager or leadership role. What We're Looking For 2–6 years of experience in Customer Success, Account Management, Client Servicing, Relationship Management, or a similar customer-facing role. Experience in B2B health insurance, employee benefits, Insur Tech, insurance broking, healthcare, or a related industry is preferred. Strong stakeholder management skills, especially when working with HR, People Operations, Finance, and business leaders. Ability to manage multiple corporate accounts while maintaining high service quality and attention to detail. Strong problem-solving skills and the ability to coordinate with multiple stakeholders to resolve customer issues. Understanding of group health insurance, policy administration, claims processes, renewals, and employee benefits is an advantage. Excellent written and verbal communication skills, with the ability to explain complex insurance concepts in simple language. Strong ownership, follow-through, and the ability to work independently in a fast-paced environment. Commercial awareness and the ability to identify renewal risks, retention opportunities, and account expansion potential. Comfort working with CRM systems, spreadsheets, dashboards, and customer support or ticketing tools. A customer-first mindset balanced with operational discipline and business outcomes. You'll Be a Great Fit If You... Enjoy building things from scratch rather than following an established playbook. Are comfortable with ambiguity and figuring things out independently. Naturally take ownership of customer problems. Enjoy speaking with customers and understanding their business. Are comfortable coordinating with insurers, TPAs, HR teams, and internal operations to get things done. Can balance customer empathy with commercial thinking. Learn quickly from feedback and are willing to experiment. Want your work to have a direct impact on a new business line. Are excited about the possibility of growing into a leadership role as the vertical scales. Key Success Metrics Success in this role may be measured through: Customer onboarding and time-to-value Product/service adoption and engagement Customer retention and renewal rates Customer satisfaction and feedback Customer health Expansion and cross-sell opportunities Reduction in customer churn Customer response and resolution times Development and adoption of scalable CS processes 🌱 Why This Is Different If you're looking for a Customer Success role where the playbook is already written, the processes are established, and your job is simply to execute, this may not be the right opportunity. But if you're excited by the idea of building a Customer Success function from the ground up, speaking directly with customers, experimenting with different approaches, influencing how the business operates, and growing alongside a new vertical, this is an opportunity to have a much bigger impact than a typical CS role. You'll not only be responsible for keeping customers successful — you'll help us define what Customer Success should look like for this business. "What does the first 6 months look like?" In your first 90 days, you will: Understand the customer journey and existing customer base Take ownership of onboarding and key accounts Identify major friction points and churn risks Establish basic customer health metrics Create the first onboarding and engagement playbooks Build a regular customer feedback loop with Product and Operations Benefits Health scheme that covers physical, mental, and social well-being. 30 annual paid leave days to relax and recharge. Company outings and celebrations. Freedom and flexibility through asynchronous communication. Opportunity to work closely with leadership and shape a new business vertical. Role details Location Remote Posted Oct 1, 2026 Seniority Mid-level Hiring process 1 AI Video Interview More from Springworks Account Executive (AE+SDR)-- New Business Vertical Remote Customer Support Executive

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