Customer Success Representative

Customer Success Representative Position Summary The Customer Success Representative is responsible for delivering an exceptional client experience by serving as the primary point of contact for employer groups, brokers, and employees participating in Individual Coverage Health Reimbursement Arrangements (ICHRAs). This role blends customer success, account management, insurance expertise, and benefits administration to ensure successful implementation, ongoing account support, and long-term client satisfaction. The ideal candidate is a relationship builder with excellent communication skills, strong attention to detail, and a passion for helping clients navigate health insurance and employee benefits. This position requires an active Health & Life Insurance License, Medicare Certification (AHIP or NABIP), and candidates should preferably reside in, or be willing to relocate to, the Austin or Houston, Texas metropolitan area . While this is primarily a remote position, occasional in-person meetings, client visits, team events, and training sessions may be required. Essential Duties and Responsibilities Customer Success & Relationship Management Serve as the primary point of contact and trusted advisor for assigned employer groups, brokers, and employees. Build relationships through proactive communication, education, and support across the full customer lifecycle. Conduct account reviews, manage onboarding/implementation/renewals, and drive retention through timely issue resolution. Identify opportunities to improve the customer experience and collaborate cross-functionally for strong outcomes. Client Support Respond to inquiries from employers, employees, brokers, and carriers via phone, email, and virtual meetings. Educate stakeholders on ICHRA administration, reimbursement processes, enrollment, and eligibility. Assist with Individual Marketplace and Medicare enrollment options and resolve complex issues. Coordinate with internal teams to deliver prompt, accurate resolutions. Insurance & Benefits Administration Help individuals understand Individual Health Insurance and Medicare plan options, explaining terminology, coverage, eligibility, and enrollment rules in compliance with regulations. Coordinate with carriers, brokers, and partners to resolve member issues. Process enrollments, qualifying life events, terminations, plan changes, and eligibility updates. Maintain compliance with ACA, HIPAA, CMS, Medicare, and ICHRA regulations and accurate records in CRM and enrollment platforms. Account Management Manage a portfolio of employer accounts, monitoring activity and proactively communicating key updates. Support annual renewals, eligibility updates, and ongoing account maintenance. Identify workflow improvements to enhance efficiency and the customer experience. Partner with Sales, Operations, Compliance, Product, and Finance teams to deliver successful client outcomes. Qualifications Required Qualifications Active Health & Life Insurance License . Current FFM Certification, Medicare Certification, AHIP or NABIP (or the ability to obtain within 30 days of hire). Reside in the Austin or Houston, Texas metropolitan area or be willing to relocate prior to employment. Minimum of two (2) years of experience in customer success, customer service, insurance, employee benefits, or account management. Strong knowledge of Individual Health Insurance, Medicare, and employee benefits. Excellent verbal, written, and interpersonal communication skills. Strong organizational, problem-solving, and time management skills. Ability to manage multiple client accounts while maintaining a high level of accuracy. Proficiency with Microsoft Office Suite, Google Workspace, HubSpot, and web-based technology platforms. Preferred Qualifications Experience administering ICHRA, QSEHRA, or other consumer-directed health benefit programs. Knowledge of ACA regulations, Marketplace health plans, Medicare enrollment, and health insurance carrier operations. Experience with benefits administration systems, CRM platforms, or enrollment technology. Why Join Kyra Health? At Kyra Health, we’re transforming how employers and employees experience health benefits through technology, innovation, and exceptional service. As a Customer Success Representative, you are the face of our company and one of our most important assets. You guide employers and their employees through one of the most significant and often stressful transitions in their lives, securing the right healthcare coverage. By expertly navigating ICHRAs, Individual Health plans, and Medicare options, you turn complexity into clarity and anxiety into confidence, making affordable, personalized healthcare genuinely within reach. More than a support role, this is relationship-driven work that defines the customer experience and reflects how seriously we take every interaction. If you’re passionate about helping people, thrive in a fast-paced environment, and want to make a meaningful impact on the future of employee benefits, we’d love to hear from you.