Customer Success Manager, Enterprise & Mid-Market

• Own the customer relationship post-sale for a portfolio of Enterprise and Mid-Market employer clients and their benefit brokers, including new customer onboarding during peak season and guiding HR stakeholders through renewal processes with consultative support on ICHRA contribution strategy.
• Manage the end-to-end planning and execution of the annual Open Enrollment cycle, with a primary focus on maximizing employee enrollment through a multi-channel approach while developing deep understanding of each customer's goals and success criteria.
• Serve as a trusted product expert to help customers navigate ICHRA and Thatch's product, collaborating cross-functionally to manage escalations and complex requests with care and urgency.
• Advocate for customer needs internally by sharing feedback and insights to inform product roadmap and service improvements, while developing processes and tools to track customer satisfaction, identify risks, and build proactive mitigation plans.
• Contribute to team-wide process development, tooling, and playbook creation as the team scales, and assist Sales with finalist opportunities including facilitating references and gathering testimonials.

• 5+ years of experience in Customer Success, Account Management, or a related client-facing role – ideally within health benefits, HR/benefits tech, or digital health with experience managing complex employer relationships and external stakeholders (brokers, consultants, executives).
• Strong strategic thinking and problem-solving skills with the ability to understand the bigger picture and help customers navigate change while operating comfortably with ambiguity in a fast-paced environment.
• Excellent communication skills with the ability to build trust quickly and tailor your style to different audiences, both internally and externally across various stakeholder groups.
• Deep sense of ownership and customer empathy, consistently advocating for your customers and taking pride in helping them succeed through challenging situations.
• Curiosity, humility, and a team-first mindset that drives collaborative problem-solving and continuous improvement in customer outcomes.

• Thrives in a startup environment
• Experience with healthcare, specifically with employer benefits or insurance, a plus

We interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we move quickly. Here's what to expect:

• 20-30 minute Zoom meeting to talk through your background and interest in Thatch
• 30 minute Zoom meeting with the hiring manager to dive deeper into your experience and the role
• 30 minute Zoom meeting to meet 3-4 members of the team
• 30 minute Zoom meeting with our founders to discuss your approach to culture and our operating principles