Customer Success Manager

The Challenge

Most CSM roles ask you to "drive adoption" and "ensure satisfaction." This one asks you to transform program data into boardroom-ready ROI stories that influence how top companies leverage employee financial wellness to realize a competitive advantage.

If you've been managing client relationships at a surface level and want to operate strategically, connecting member outcomes to business metrics that executives actually care about, keep reading.

What Makes This Role Different

You'll Own Outcomes, Not Just Activities

This isn't about merely logging touches in HubSpot or hosting generic check-in calls. You'll own a portfolio of approximately 20 high-value client relationships, with full accountability for retention, member utilization growth, and revenue expansion.

You'll design quarterly business reviews that clients actually look forward to. You'll identify the key engagement levers that move the needle for each account. You'll partner with internal teams to deliver remarkable outcomes.

You'll Work at the Executive Level

Your clients include Benefits Directors, HR VPs, and other Account Executives at major corporations. These professionals care deeply about turnover reduction, healthcare cost containment, and retirement readiness for the employees they lead.

Your job is translating member outcomes (debt reduction, credit improvement, savings growth) into the business language these executives speak. This requires strategic thinking, business acumen, and the level of executive presence that comes with experience.

You'll Shape How We Operate

We're evolving our client success function, and your expertise will inform how we work. You'll bring proven frameworks—client health scoring, renewal risk assessment, expansion opportunity identification—and adapt them to our business model. You'll have meaningful autonomy to implement what works based on your experience.

How You Might Structure Your Week

Monday-Tuesday: Strategic Portfolio Management

Review client health data in HubSpot, prioritize accounts needing intervention, conduct client calls, plan quarterly business reviews. You're triaging, strategizing, and making judgment calls about where to invest time.

Wednesday-Thursday: Client Engagement & Collaboration

Host QBRs, present ROI analysis, troubleshoot program challenges, collaborate with Education/Coaching/Product teams to solve client needs. You're the client advocate internally and MSA's strategic advisor externally.

Friday: Planning & Process Development

Document what's working, refine your approach, update forecasts, plan for next week. You're building repeatable systems that scale.

Monthly: Executive-level presentations, renewal negotiations, expansion opportunity identification with Growth team partnership.

You'll manage 20ish client relationships with high average annual contract value. High-touch, strategic accounts, not transactional volume plays.

You're the Right Fit If You've Already

• Managed complex B2B client relationships for 5+ years (benefits, HR tech, financial services, or SaaS preferred)
• Presented to senior leadership and executive audiences and can translate technical/program details into business impact
• Owned retention and expansion targets with proven track record of 90%+ retention
• Built client success frameworks (health scoring, renewal processes, QBR formats) that you can adapt to new contexts
• Used CRM platforms strategically (HubSpot experience preferred) to drive decisions, not just track activity
• Operated with autonomy in environments where you defined the "how" based on clear "what" objectives

Compensation & Growth

• Base Salary: $70,000-$95,000 (based on experience)
• Performance Bonus: Quarterly and Annual bonuses tied to measurable outcomes
• Total Compensation Potential: $95,000-$125,000 for strong performance
• Benefits: Medical, Dental, Vision, 401(k) match, remote flexibility, free MSA financial coaching

What makes this opportunity compelling:

Strategic Ownership

Build the client success function rather than execute someone else's playbook in a 500-person CS organization

Executive Influence

Your insights directly inform product roadmap, service delivery, and go-to-market strategy through collaboration with our leadership team

Meaningful Mission

Enable financial transformation for thousands of families—this isn't about optimizing SaaS adoption metrics, it's about changing lives through measurable outcomes like $4,928 in average debt reduction and 54-point credit score improvements

Growth Trajectory

As we expand into new channels and contracts, early success positions you for increased responsibility and leadership opportunities

Operational Efficiency

Work without excessive bureaucracy—small enough to move quickly, established enough for stability (35+ years)

Success Metrics (Full Transparency)

• You performance will be measured on:
• Client Retention Rate: 95%+ in your portfolio
• Member Utilization Growth: 15-20% year-over-year improvement
• Client Health Distribution: 80%+ green status (tracked in HubSpot)
• Revenue Expansion: 10% contract value increase at renewals
• Bonus payouts are directly tied to these metrics, reviewed quarterly with targets adjusted as you demonstrate performance benchmarks.

How to Apply (Show Us Your Strategic Thinking)

We're looking for demonstrated expertise, not just polished resumes. Submit to [[email protected]] with subject line "CSM Role Application - [Your Name]"

• Your Resume (standard format)
• A Client Success Framework Overview (1 page)
• Share ONE framework you've built and used: client health scoring model, renewal risk assessment, QBR template, expansion playbook—your choice. Show us how you approach client success systematically.

A brief narrative (300 words max) answering these three questions:

• What's your philosophy on client success? (3-4 sentences)
• Share one measurable client win that demonstrates strategic impact
• Why does this role align with your career goals right now?

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Additional Acknowledgments and Agreements

In exchange for the consideration of my job application by My Secure Advantage, Inc. (hereinafter called “the Company”), I agree that:

• Neither the acceptance of this application nor the subsequent entry into any type of employment relationship, either in the position applied for or any other position, and regardless of the contents of employee handbooks, personnel manuals, benefit plans, policy statements and the like as they may exist from time to time, or other Company practices, shall serve to create an actual or implied contract of employment, or to confer any right to remain an employee of My Secure Advantage Inc., or otherwise to change in any respect the employment-at-will relationship, and that the relationship cannot be altered except by a written instrument signed by the Owner/Managing Member of the Company. Both the applicant/hired employee and My Secure Advantage, Inc. may end the employment relationship at any time, without specified notice or reason. If employed, I understand that the Company may unilaterally change or revise their benefits, policies and procedures and such changes may include reduction in benefits.

• I certify that I, the applicant, have personally completed this application. I authorize investigation of all statements contained in this application and on my resumé. I understand that the misrepresentation or omission of facts related to previous employment history, self-employment history, possible conflicts of interest, litigation, cease and desist orders, other legal actions by or against me, or any other potentially relevant information which might prove relevant to a hiring decision is cause for dismissal at any time without any previous notice. This applies both now, and in the case that I become employed by My Secure Advantage, Inc. I hereby give the Company permission to thoroughly investigate my references, work record, education, and other matters relating to my suitability for employment and, further, and hereby release the Company, my former employers and all other persons, corporations, partnerships and associations from any and all claims, demands, or liabilities arising out of or in any way related to such investigation or disclosure.

• I understand that, in connection with the routine processing of my employment application, the Company will require me to submit to a drug test.

• I understand that, in connection with the routine processing of my employment application, the Company will require me to pass a standard background check.

• I further understand that my employment with the Company shall start with an introductory period of approximately ninety (90) days and further that at any time during the introductory period or thereafter, my employment relationship with the Company is terminable at will for any reason by either party.

My Secure Advantage, Inc. is an equal employment opportunity employer. We promote a drug free work environment. We adhere to a policy of making employment decisions without regard to race, color, religion, gender, sexual orientation, national origin, citizenship, age or disability. We assure you that your opportunity for employment with My Secure Advantage, Inc. depends solely on your qualifications.