Customer Success Manager

Richardson, TX, United States

Overview

Founded in 2012, Cariloop is a care company fueled by a deeper purpose: ensuring that no one goes through caregiving alone. We are a compassionate organization committed to providing steadfast support to those navigating the complexities of caregiving. Our platform is a lifeline offering personalized guidance from expert Care Coaches, cutting-edge digital tools, and access to an integrated care provider support network and community, tailored to meet the diverse needs of individuals and families at every stage of life.

Our Impact

At Cariloop, we believe the unbiased, inclusive, and empathetic way we strive to serve caregivers is a reflection of how we serve our employees. You'll have the opportunity to make a genuine difference in the lives of millions of caregivers while enjoying the autonomy and flexibility of remote work. As a member of our team, you'll contribute to a movement to redefine the standard for caregiver support, shaping a future where caregivers feel supported, empowered, and recognized for their invaluable role. As a Public Benefit Corporation and a Certified B Corp, we are constantly striving to use our business and platform as a force for good, being especially mindful of how we create a profitable, sustainable enterprise while supporting all of our stakeholders and giving back to our communities.

We believe deeply that the way we care for others should be a reflection of the way we care for our team. We seek to foster a culture of care that sees people for who they are and celebrates the core values they hold dear. When we care for our Loopers, our Loopers can focus on caring deeply for the caregivers, families, and communities we serve.

Join us in our mission to create positive change, and together, let's forge a path toward a more caring and connected world.

Career Opportunity

A Customer Success Manager (CSM) at Cariloop provides end-to-end support to our customers, typically employers, throughout the customer journey. The CSM is the customer's key point of contact and facilitates customer onboarding, implementation, training, and continual value realization. This role drives the adoption and utilization of Cariloop's service and product offerings, enhances customer satisfaction, and maximizes customer retention and expansion.

This is a great opportunity for a passionate relationship builder who has demonstrated experience using analytical skills and problem-solving techniques to find solutions that drive business outcomes for employer customers. If you have previous experience supporting customers in a similar capacity, ideally in the SaaS or employee benefit space - we encourage you to apply!

Your Role

Cultivate long-term customer relationships with assigned employer accounts; foster trust, and gain loyalty through consistent support and value-based service delivery as measured by upselling, renewals, churn, and CSAT/NPS metrics.

Maximize growth opportunities within the install base by owning the full life cycle transaction of upsell opportunities for existing customer accounts; including opportunity identification, tracking, negotiation, contracting, and implementation.

Own renewal transactions for all current customer business

Drive member adoption by providing a quality service onboarding experience for new accounts, ensuring a smooth transition from prospecting to the CSM team.

Monitor and track member performance and behavior trends.

Serve as a strategic advisor and partner to our customer partners by proactively addressing barriers to member adoption, prioritizing enhancement opportunities, and identifying opportunities to help employer partners attain desired utilization and business outcomes.

Actively serve as a conduit between customers and Cariloop internal leadership and cross-functional teams; provide valuable insights and feedback contributing to strategic decision-making across Growth, Marketing, Product, Engineering, and Business Operations teams.

Qualifications

Bachelor's Degree in a related field of study preferred.

5 years of experience working in a similar Customer Success, Customer Support, Sales, Business Development, or Account Management role where you demonstrated year-over-year consistency in meeting or exceeding your quotas and maintaining at least 96% retention across your book of business.

Strong knowledge of the employee benefits/employee point solutions landscape including HR/Well-being strategies, DE&I strategies and initiatives, and competitive landscape

Demonstrated familiarity with HR/benefits buyers personas and common business objectives, with an ability to build strong customer relationships.

Excellent written, verbal, presentation, and communication skills (in-person and virtually).

Experience working in a B2B, service-based company, specifically in the SaaS or Employee Benefits space is highly desirable.

Well-versed in using CRM software to manage accounts and opportunities.

Strong analytical skills and the ability to translate data into actionable strategies.

Eager to work in a fast-paced startup environment

Ability to travel as needed (10-15%).

Attributes

Project & Time Management

Active Listening & Empathy

Product Knowledge

Influential

Conflict Resolution

Benefits and Perks

At Cariloop, our commitment to supporting caregivers, families, and each other extends to every aspect of our organization, including our benefit offerings. Designed to address the holistic needs of our Loopers, our comprehensive program encompasses employee health, financial stability, and overall wellness. By prioritizing the well-being of our Loopers, we not only fulfill our mission but also foster a culture of empathy, collaboration, and support that extends beyond the workplace. Our comprehensive benefits package offers:

Comprehensive Medical, dental, and vision insurance coverage

Employer contributions to 401k retirement plans and Health Savings Accounts (HSA), empower you to build a secure financial future while taking care of your present needs.

Company-sponsored life, short-term, and long-term disability insurance, providing peace of mind in both anticipated and unforeseen life events

Access to Cariloop's member portal and services for both you and your family, offering a wealth of resources and support in navigating your caregiving journey

Annual stipends through our partner UrbanSitter, providing access to trusted care for your entire household, spanning childcare, tutoring, pet sitting, housekeeping, and senior care services

Open time-away policy and 14 paid company holidays yearly, promoting self-care and work-life balance, reflecting our commitment to Looper's well-being

Quarterly mental health days where all Loopers are encouraged to disconnect and recharge for the day

Paid volunteer time away, allowing all Loopers to make a positive impact in our communities

Fully paid caregiver leave for all Loopers, reflecting our commitment to supporting caregivers within our own company

And more!

Please contact the People team at [email protected] if you would like to request reasonable accommodation during the application or interviewing process.

Cariloop participates in E-Verify. Upon hire, we will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States.

In alignment with our core values, Cariloop provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any kind without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. To learn more about how Cariloop creates an environment where people can be their true, authentic selves, click here.