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Executive Customer Success Representative

Indianapolis

Executive Customer Success Representative

We are Remodel Health, the health benefits platform that revolutionizes health benefits to resource organizations with missions that matter. Our platform shifts organizations from traditional, one-size-fits-all health insurance plans to an individualized health insurance experience for each employee and their family. 

We were founded on faith-based principles, and have a heart to serve all organizations, from small to large to enterprise. Historically, our core customer pipeline has consisted of churches, K-12 private schools, Christian higher education, and faith-based nonprofits. In recent years, we have grown to serve largely for-profit organizations of all sizes.

Our team is collaborative, intentional, and prioritized. We care deeply for our customers and passionately believe there is a better way for employees to receive health benefits from their organization. Learn more about who we are here!

 

Job Summary

We are seeking a highly driven, team-oriented, and proactive Customer Success Representative to join our growing PeopleKeep Customer Success team.

This role is ideal for someone who is:

  • Exceptionally organized and detail-oriented

  • A strong communicator (both written and verbal)

  • Technically savvy and comfortable navigating systems

  • Client-focused with strong problem-solving abilities

  • Self-motivated and energized by collaboration

The Customer Success Representative plays a critical role in ensuring employers successfully implement, adopt, and retain their HRA and health benefit solutions. This position partners cross-functionally with Sales, Customer Support, Product, Operations, and Marketing to deliver a seamless client experience from onboarding through renewal.

 

Key Responsibilities

Account Management & Relationship Ownership

  • Serve as the primary point of contact for assigned employer accounts.
  • Build strong, ongoing relationships that drive long-term retention and satisfaction.
  • Monitor account health and proactively mitigate churn risk.
  • Lead year-over-year strategy conversations and renewal planning.

Onboarding & Lifecycle Management

  • Lead onboarding for new accounts, ensuring smooth implementation and adoption.
  • Actively monitor progress through first reimbursement to confirm a successful launch.
  • Guide employers through plan setup, changes, renewals, and key lifecycle milestones.

Education & Advisory

  • Educate employers on HRAs, health benefit design, compliance considerations, and deadlines.
  • Host employer admin meetings and employee education sessions to drive engagement and platform adoption.
  • Support insurance enrollment application submissions in accordance with state and federal licensing requirements.

Customer Communication & Support

  • Respond to client emails, calls, and meeting requests in a timely and professional manner.
  • Collaborate cross-functionally to resolve issues and advocate for customer needs.
  • Escalate compliance concerns or customer-impacting issues with urgency and clarity.

Performance & Continuous Improvement

  • Track, review, and report on account performance and internal metrics.
  • Maintain accurate documentation within internal systems to ensure visibility across teams.
  • Contribute frontline feedback and insights to leadership and Product to inform improvements.
  • Support teammates and assist with special projects as needed.

 

Benefits

  • Health benefits like medical, dental, and vision
  • Competitive pay, 401 (k), and profit-sharing incentives
  • Work-provided computer and an adjustable standup desk
  • Generous paid time off
  • Work from home program (4/1)

This is an in-office position in downtown Indianapolis four days/week, with work from home option Fridays.

 

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