Customer Success Manager

COMPANY OVERVIEW:

WellRight is a corporate wellness leader delivering customizable and complete wellness programs, used by organizations to improve the health and well-being of their employees and clients. Our mission is to help people live their best lives with industry-leading technology through personalized, holistic well-being. What sets us apart is our dedication to tailoring solutions to the unique needs of each customer we serve.

At WellRight , we embrace and celebrate diversity in all its forms. We are united by a common purpose: to create a meaningful impact through well-being programs that engage and inspire participants while delivering tangible results. Our goal is to foster well-being in the workplace with a versatile and empowering solution, allowing each individual to embark on their own well-being journey. We invite you to explore how you might contribute to our mission.

JOB SUMMARY:

The Customer Success Manager (CSM) is the strategic owner of a portfolio of mid-market client relationships, responsible for driving retention, revenue growth, and client advocacy.

The CSM operates as a proactive, insight-driven strategist and product expert—continuously assessing client health, anticipating needs, and executing structured growth and retention plans.

Success in this role requires disciplined use of WellRight ’s customer success frameworks, including monthly client health assessments and comprehensive account planning, paired with deep product expertise and consultative, data-driven guidance to ensure every client achieves measurable value.

RESPONSIBILITIES:

Strategic Client Management & Planning

- Own and manage a portfolio of mid-market client accounts with full accountability for retention, growth, and satisfaction

- Develop, maintain, and actively execute a comprehensive Growth & Retention Plan for each account, balancing long-term strategy with short-term tactical execution

- Lead clients through a structured success journey using WellRight ’s established tools, frameworks, and best practices

- Identify marketplace and industry trends to provide proactive recommendations and strategic insight to clients

- Provide actionable, insight-driven recommendations to support year-round engagement and program success

Client Health & Value Realization

- Complete monthly client health assessments for every account, leveraging defined success metrics and signals

- Translate health insights into clear best practice strategies to improve engagement, outcomes, and overall client performance

- Ensure all products and services are delivered in alignment with contractual commitments while maintaining high levels of satisfaction

- Deliver ongoing consultative guidance, including business reviews and strategic planning conversations

Product Expertise & Solution Delivery

- Serve as a product expert, maintaining deep knowledge of all platform functionality and capabilities

- Configure platform settings and support program setup as needed to ensure optimal client outcomes

- Conduct system training and education for all user types (admins, end users, stakeholders)

- Clearly communicate and, when appropriate, demo platform features and functionality to reinforce value and drive adoption

- Understand the full scope of WellRight ’s capabilities and effectively position solutions to meet client needs

Growth, Renewals & Commercial Ownership

- Identify and execute opportunities for upsell, expansion, and renewal success across assigned accounts

- Own renewal strategy and contribute to contracting processes within the designated CRM system

- Position WellRight as a long-term strategic partner, strengthening retention and revenue growth

- Cultivate strong client advocacy and reference opportunities by consistently delivering measurable value

Client Experience & Cross-Functional Partnership

- Build strong, trust-based relationships with key client stakeholders, including brokers and consultants

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