Responsibilities
- Serve as the primary post-sale point of contact and strategic advisor for assigned client accounts
- Build deep, long-term relationships based on trust, transparency, and shared goals
- Develop a comprehensive understanding of each client’s business, KPIs, and growth strategies
- Champion client success through regular touchpoints, planning sessions, and business reviews
- Take full ownership of account growth and retention, directly contributing to increased ARR for WEX
- Identify and close upsell and cross-sell opportunities by aligning WEX capabilities to emerging client needs
- Lead the renewal process, ensuring timely execution and clear demonstration of value
- Use strategic planning and quarterly business reviews to showcase ROI and build expansion roadmaps
- Guide clients through best practices and advanced product features to maximize value
- Develop enablement plans that support customer-specific business outcomes
- Drive consistent product utilization to ensure adoption and prevent churn
- Act as the single point of accountability for issue resolution and client satisfaction
- Coordinate with internal teams (Sales, Product, Engineering, Support, etc.) to resolve concerns quickly and completely
- Prevent reactive service by identifying friction points early and proactively addressing them
- Proactively share relevant product updates, enhancements, and news
- Gather and communicate customer feedback to internal stakeholders to influence product direction and service improvements
- Represent the voice of the customer within WEX
- Maintain accurate records of client status, activity, and opportunities
- Monitor and report on success metrics such as satisfaction, renewal rate, and revenue expansion
- Continuously contribute to the evolution of customer success strategies, playbooks, and best practices
Requirements
- Minimum 15 years of customer success or account management experience
- Bachelor’s degree or equivalent relevant experience
- Proven track record of managing strategic client relationships and driving account growth
- Experience with renewals, expansions, and achieving retention and revenue targets
- Excellent communication, presentation, and relationship-building skills
- High accountability mindset—you take ownership, deliver results, and build trust
- Ability to work cross-functionally and manage multiple priorities independently
Nice to Have
- Deep knowledge of Benefits Administration, HSA, HRA, FSA, Commuter, COBRA, Retiree Billing, and FMLA Billing preferred
- Strong understanding of Savings & Spending and COBRA regulatory requirements
Benefits
- health, dental and vision insurances
- retirement savings plan
- paid time off
- health savings account
- flexible spending accounts
- life insurance
- disability insurance
- tuition reimbursement
- and more
