Client Success Manager

Meridio is a remote-first company on a mission to make health benefits for small businesses simple, affordable, and accessible. We’re looking for a Client Success Manager to own the full post-sales lifecycle—from onboarding through renewal—building trusted relationships and driving retention and satisfaction. This role reports to the Senior Manager, Client Success.

This is a mid-level, hands-on role for someone with 3–4 years of client success experience who can hit the ground running, manage a book of business independently, and strengthen the systems, processes, and visibility that power the Meridio client experience. You’ll collaborate cross-functionally with Sales, Product, Marketing, and Operations to ensure every client sees measurable value from day one—and stays for the long term.

Client Lifecycle Ownership

• Manage all aspects of the post-sale journey: onboarding, activation,and renewals.
• Serve as the primary point of contact for your clients, ensuring smooth handoffs from Sales and long-term retention.

Onboarding & Process Excellence

• Run onboarding workflows in HubSpot for timely setup, tracking, and accountability.
• Capture learnings, refine documentation, and contribute to scalable processes and playbooks.

Retention & Growth

• Monitor health, adoption, and engagement; anticipate needs and mitigate risk.
• Partner with Finance/Operations on renewal tracking, invoicing coordination, and account status visibility.
• Identify expansion opportunities and collaborate with Sales and Partnerships as needed.

Cross-Functional Collaboration

• Work with Product and Operations to prioritize fixes/enhancements informed by client feedback.
• Share insights and trends with leadership; participate in QBR-style reviews.

• 30 days: Understand our platform, client segments, and renewal process; assume ownership of assigned accounts; establish key internal relationships.
• 60 days: Independently manage onboarding and renewal workflows; improve visibility via HubSpot dashboards; highlight process/documentation gaps.
• 90 days: Meet or exceed retention/satisfaction targets; streamline onboarding efficiency; contribute to updated client playbooks and process improvements. Must obtain General Lines Agent license.

• Onboarding completed within agreed timelines
• Positive client satisfaction/feedback trends
• Accurate, timely renewal tracking with minimal escalations
• Clear internal visibility into client health and risk
• Documented improvements to CS workflows and playbooks

Must-haves

• 3–4 years in Client Success, Account Management, or Customer Experience (SaaS/benefits/fintech helpful but not required)
• Proven ability to manage multiple accounts in a fast-paced, remote-first startup
• Excellent relationship-building, communication, and problem-solving skills
• Fast learner who explains complex products in clear, human terms

Nice-to-haves

• Experience with SMB/mid-market client bases
• Background in benefits administration, insurance, or HR tech
• Familiarity with secure data handling/compliance documentation (SOC 2, HIPAA, etc.)
• Track record of cross-functional collaboration to improve systems/processes
• Comfortable with HubSpot, Employee Navigator, and for daily work and reporting

• Not a sales role—you won’t own a quota (you’ll influence retention/renewals)
• Not reactive support—you’ll work proactively to drive outcomes
• Not static—this is a chance to shape how Meridio scales client experience

• 401(k) with match
• Discretionary Time Off (DTO)
• Equity
• Remote-first with purposeful on-sites
• High-ownership, high-candor culture—we value clarity, empathy, and action