Meridio
Role Summary
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.
What You’ll Do 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.
30/60/90 Outcomes 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 .
What Great Looks Like (Metrics) 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
Qualifications 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
What This Role Is Not 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
Benefits & How We Work 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
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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.
What You’ll Do 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.
30/60/90 Outcomes 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 .
What Great Looks Like (Metrics) 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
Qualifications 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
What This Role Is Not 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
Benefits & How We Work 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
#J-18808-Ljbffr