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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Success and Digital Marketing, with a strong focus on content creation, campaign management, and data analysis to drive customer satisfaction and retention. Proficient in managing renewals and developing scalable resources to enhance customer engagement across a diverse portfolio.
Highest-signal resume keywords
Customer Success ManagementContent CreationData AnalysisRenewal ManagementCross-Functional Collaboration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Email CampaignsWebinarsContent DevelopmentPerformance AnalysisChurn Risk IdentificationCustomer Engagement MetricsDigital Playbook DevelopmentSelf-Service Resource CreationAccount Health MonitoringRenewal Rate Analysis
Soft Skills
Strong Written CommunicationHigh Accountability MindsetProject Management
Tools & Technologies
CRM PlatformsSalesforceEmail Marketing ToolsWebinar Platforms
Industry Keywords
Health & Benefits ProductsHSAHRAFSACommuterCOBRARetiree BillingFMLA Billing
About the role
Key responsibilities & impact- Own customer success and growth across a 14,000+ account unassigned small-business portfolio
- Analyze accounts by potential, risk, and product fit
- Design and execute one-to-many email campaigns, content series, and webinars to drive upsell and cross-sell opportunities
- Build repeatable digital plays and self-service resources
- Extract and analyze performance and relationship data to measure campaign impact
- Create email campaigns, webinars, help resources, videos, slide decks, tutorials, in-app messaging, and one-pagers
- Partner with Marketing, Product, Instructional Design, Communications, Enablement, and Sales to produce and launch content
- Manage end-to-end renewals using automated reminders, digital renewal packets, and self-service workflows
- Monitor renewal timelines and account health signals, flagging at-risk renewals
- Identify churn risks and deploy scalable retention and save plays
- Drive NPS and customer satisfaction across the portfolio
- Report on adoption, utilization, NPS, renewal rate, churn, campaign performance, retention impact, and expansion outcomes
- Serve as internal liaison for the unassigned portfolio and inform segmentation and coverage strategy
- Own escalation triage and route high-priority issues to the appropriate internal teams
- Maintain portfolio health, renewal, and content performance reporting
- Evolve digital customer success playbooks, content templates, and scalable account-service best practices
Requirements
What you’ll need- Minimum 3-5 years of experience in Customer Success, Content Creation/Marketing, or Digital Marketing
- Bachelor's degree or equivalent relevant experience
- Experience building customer-facing content, including email campaigns, webinars, videos, micro-learning pathways, external-facing slide decks, or help content
- Experience managing renewals at scale through automated or semi-automated workflows
- Experience partnering cross-functionally with Marketing, Product, Enablement, and other departments
- Working knowledge of Health & Benefits products, including HSA, HRA, FSA, Commuter, COBRA, Retiree Billing, and FMLA Billing, or strong ability to ramp quickly
- Ability to analyze usage patterns, engagement metrics, renewal rates, and churn indicators
- Strong written communication skills
- High accountability mindset and comfort owning outcomes for a large, unassigned portfolio
- Ability to manage multiple content and renewal projects independently
- Proficiency in CRM and marketing/engagement platforms, such as Salesforce, email marketing tools, and webinar platforms
Benefits
Comp & perks- Health insurance
- Dental insurance
- Vision insurance
- Retirement savings plan
- Paid time off
- Health savings account
- Flexible spending accounts
- Life insurance
- Disability insurance
- Tuition reimbursement
- Commission eligibility for most sales positions
- Quarterly or annual bonus eligibility for non-sales roles