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.