Customer Success Manager

Customer Success Manager

Reports to: Director, Customer Success 

Team: Customer Experience

FLSA Status: Exempt

Compensation Status: Salaried

Date Last Revised: 06/01/2025

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Company Summary:  We understand that managing benefits shouldn’t be so hard — but too often, it is. From benefit eligibility and renewals to reports and data feeds, the process creates headaches for HR teams who are already stretched thin. Helping employees understand their benefits can feel like an uphill battle. That’s where Steele comes in. For over 25 years, we’ve helped HR Directors, Benefit Managers, and CFOs simplify benefits administration and unlock better outcomes. We combine technology, service, and communication to help employers and employees focus on what matters most. 

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Job Summary: The Customer Success Manager oversees the organization’s customer relationships. They will be responsible for building and maintaining strong, trust-based connections with customers, ensuring their needs and expectations are understood and met to achieve long-term satisfaction and loyalty. They provide support, guidance, and tailored solutions to meet their customer’s benefits administration, enrollment, engagement, and reporting needs. Effective collaboration and communication with other departments is necessary to resolve customer, counselor, and team issues. Strong organizational skills, problem-solving abilities, time management skills, and passion for providing excellent customer service will be foundational to their success.

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Responsibilities:  

• Build and maintain strong customer relationships to understand their needs, goals, and challenges 
• Deliver training sessions and resources to customers and benefits counselors, ensuring clarity on enrollment processes and maximizing service value 
• Develop a deep understanding of the organization’s products and services 
• Monitor customer activity to identify potential issues or areas for improvement 
• Address customer concerns and issues promptly (within 24 hours) and effectively, working closely with relevant teams or departments when necessary 
• Stay current with industry trends and integrate best practices into daily operations 
• Evaluate key metric reports from Selerix to optimize enrollments 
• Maintain detailed and accurate records of customer interactions and issues 
• Collaborate cross-departmentally to optimize enrollment processes and ensure a seamless experience for our customers and counselors 
• Demonstrate in-depth knowledge of employee benefit packages and skilled understanding of Steele’s enrollment processes and technology (i.e., benefits enrollment software, call center software, electronic appointment sign-ups).  
• Facilitate benefits counselor training sessions to clearly communicate the customer’s enrollment processes and expectations  
• Perform benefits enrollment services for employees using Steele’s applicable platforms and software 
• Collect, organize, and analyze data from external partners and internal systems 
• Conduct case testing and auditing to maintain enrollment platform quality 
• Generate and distribute system reports to support operational needs 
• Leverage team workflows to prioritize and ensure timely completion of tasks, fostering clear communication, collaboration, and accountability for assigned responsibilities. 
• Follow documented processes to ensure clarity and alignment with team goals 
• Demonstrate professionalism in all interactions with colleagues, customers, and stakeholders to foster a positive and collaborative environment 
• Commit to punctuality and adhere to the established work schedule. Notify your supervisor in advance regarding any absences or delays 
• Proactively identify and resolve challenges while seeking opportunities to enhance processes and improve outcomes 
• Uphold company policies by maintaining confidentiality, integrity and ethical standards in all operations 
• Other projects and duties as assigned by manager 

Supervisory Responsibilities:

• This position does not have any direct supervisory responsibilities. 
  

Qualifications: 

Preferred -

• Associate or bachelor’s degree in business, human resources, or a related field.
• Familiarity with Selerix, benefit enrollment platform.
• Ability to build relationships with key stakeholders, for example CFO, HR Director, Benefits Consultants, provider contacts, etc.
• Ability to influence enrollment strategy at customers
• Inside sales skills and ability to cross-sell Steele products and services 
• Strong knowledge of insurance products and an active Life & Health Insurance License.

Required -

• 2 years of experience in employee benefits, benefits enrollment, call center enrollment, or similar area of work.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with other departments and team members.
• Active Life & Health Insurance License
• High school diploma or equivalent. 

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Working Conditions:

Steele Benefits provides a flexible, hybrid work environment with an emphasis on work-life balance. Employees in this role will work remotely and from the Indianapolis, IN based office and occasionally may be required to collaborate with customers or colleagues in-person at the office or virtually.  

While working remotely the employee will be responsible for managing their work schedule within a variation of 8am-5pm (EST) as agreed upon with their manager, ensuring they have a suitable workspace, including a reliable internet connection and appropriate ergonomic setup. Necessary equipment such as a laptop, software, and relevant resources to complete the job duties will be provided. 

While working in Steele's Indianapolis office environment, a collaborative space with various equipment and resources will be available to perform the job duties. The office will follow health and safety protocols to protect employees' well-being.

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Physical Requirements:

This role requires work to be done at a desk with a computer, keyboard, and mouse for extended periods. Steele encourages good posture and ergonomics to prevent any strain or injuries which may include adjusting the height of a chair or desk, using a footrest, and taking breaks to stretch or move around.

This role may require standing or sitting for extended periods of time, as well as some lifting and/or carrying materials or equipment. 

One must have clear vision to work with a computer screen for extended periods. It is recommended to take regular breaks to rest the eyes and prevent eye strain. Occasional travel or attendance at in-person meetings or events may require the employee to stand or walk for extended periods.

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Travel Required:

This role has minimal travel requirements which may include attending events or on-site customer visits. (<7% annually) 

Expectations of travel will be communicated in advance.

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Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. A regular review of job descriptions will be completed.