Customer Success Manager 1

Company Overview

At Enlyte, we combine innovative technology, clinical expertise, and human compassion to help people recover after workplace injuries or auto accidents. We support their journey back to health and wellness through our industry-leading solutions and services. Whether you're supporting a Fortune 500 client or a local business, developing cutting-edge technology, or providing clinical services you'll work alongside dedicated professionals who share your commitment to excellence and make a meaningful impact. Join us in fueling our mission to protect dreams and restore lives, while building your career in an environment that values collaboration, innovation, and personal growth.

Be part of a team that makes a real difference.

Job Description

The Shift for this Position:

8 AM - 4:30 PM PST or 8:30 - 5 PM PST

• Responsible for creating loyal customers through a proactive, consultative approach that helps our clients maximize their Mitchell experience in order to achieve their business goals.
• Serve as the primary operational support resource for clients following implementation and go-live.

• Manage implementation handoffs and support successful client transitions into ongoing operations.

• Demonstrates knowledge of the organization’s various products and services.

• Educates customers on best practices and encourages successful product adoption.

• Maintain account team relationships, transfer leads as appropriate, and foster cross functional collaboration.

• Support client growth initiatives, including onboarding new customer populations, employers, and books of business.

• Research, analyze, and resolve complex client escalations and operational issues.

• Partner with Product and Technology teams to investigate issues, identify enhancements, and support platform improvements.

• Create and manage research requests, enhancement requests, operational reviews, ideas, and defect submissions.

• Coordinate configuration changes and ensure successful execution across impacted teams.

• Support Customer Success Managers in evaluating workflows, operational requirements, and scalable solutions.

• Develop client-facing documentation, training materials, process guides, and operational workbooks.

• Facilitate stakeholder communication and alignment across multiple departments.

• Execute release testing, user acceptance testing (UAT), and validation activities for system enhancements and deployments.

• Support sales initiatives through demonstration environments, workflow reviews, and operational consultation.

• Manage House Account support activities, reporting, and internal partnerships.

• Serve as a key operational resource during State of Emergency events and critical client situations.

• Identify process improvement opportunities and work across teams to implement sustainable solutions.

Qualifications

Minimum Education:

High School Diploma or Equivalent

Required Skills and Experience:

• Strong critical thinking and analytical problem-solving abilities.

• Ability to investigate issues, identify root causes, and develop effective solutions.

• Excellent written and verbal communication skills.

• Strong client relationship management and presentation capabilities.

• Ability to navigate ambiguity and adapt to changing priorities.

• Exceptional organizational and project coordination skills.

• Strong attention to detail with a focus on accuracy and quality.

• Ability to manage multiple priorities and deadlines simultaneously.

• Proven ability to build partnerships across cross-functional teams.

• Comfortable facilitating discussions with clients, stakeholders, and leadership.

• Self-starter with strong ownership and accountability.

• Ability to work independently while knowing when to engage partners and escalate concerns.

• Process improvement mindset with a focus on operational excellence.

• Strong documentation, training, and knowledge management skills.

Desired Skills and Experience:

• Demonstrated ability to quickly learn and apply complex business processes, operational workflows, and system functionality.

• Strong aptitude for understanding end-to-end operational processes and how systems, teams, and workflows interact to support client outcomes.

• Experience researching and resolving operational issues, identifying root causes, and driving effective solutions.

• Ability to translate business requirements into practical operational solutions and communicate effectively with technical and non-technical stakeholders.

• Experience supporting client operations, account management, implementations, escalations, or cross-functional business initiatives.

• Experience with Salesforce, ticketing platforms, case management systems, workflow tools, or similar operational technologies.

• Experience partnering with Product, Technology, Operations, and Client Success teams to support business objectives and client success.

• Experience conducting testing, validation, quality assurance, or user acceptance testing (UAT) activities.

• Experience developing training materials, process documentation, operational procedures, or knowledge management resources.

• Healthcare, pharmacy, workers' compensation, insurance, or other highly regulated industry experience preferred.

• Demonstrated curiosity, adaptability, and a continuous learning mindset, with the ability to become a subject matter expert in new systems, products, and operational processes.

Benefits

We’re committed to supporting your ultimate well-being through our total compensation package offerings that support your health, wealth and self. These offerings include Medical, Dental, Vision, Health Savings Accounts / Flexible Spending Accounts, Life and AD&D Insurance, 401(k), Tuition Reimbursement, and an array of resources that encourage a lifetime of healthier living. Benefits eligibility may differ depending on full-time or part-time status. Compensation depends on the applicable US geographic market. The expected base pay for this position ranges from $18.65 - $24.00 hourly, and will be based on a number of additional factors including skills, experience, and education.

The Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Don’t meet every single requirement? Studies have shown that women and underrepresented minorities are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.