Ideon provides the API infrastructure and data solutions for the health and benefits ecosystem—Ideon is how carriers and platforms get plan and provider data, enrollment connectivity, and market insights all in one place.

Our suite of APIs transmits billions of data points across the benefits ecosystem every year, helping carriers and InsurTech platforms deliver accurate, efficient, and reliable experiences for brokers, employers, and members. With rigorous data validation, deep carrier relationships, and a growing network of platform partners, Ideon is building the infrastructure the benefits industry has always needed.

Better data. Better benefits.ce

The CSM is the cornerstone of our customer relationships—ensuring every customer understands, adopts, and maximizes the value of Ideon’s technology and data solutions.

As a Customer Success Manager, you own a defined book of business across insurance carriers, InsurTech platforms, and benefits technology companies. Your primary mission is to build trusted partnerships, drive adoption of Ideon’s products, and ensure customers realize measurable business impact from their investment—every day, not just at renewal.

You are the connective tissue between our customers and every team at Ideon. You translate customer needs into action, collaborate cross-functionally with Product, Engineering, Data Operations, and Sales, and champion your customers’ success internally. Retention is the foundation of this role—revenue growth and expansion are the natural outcomes of doing it well.

Core Responsibilities

Customer Relationships & Value Realization

• Build and maintain trusted, strategic relationships with key stakeholders across your book of business—from day-to-day users to executive sponsors

• Deeply understand each customer’s business objectives, workflows, use cases, and definition of success

• Develop and maintain customer success plans that map Ideon’s capabilities to each customer’s specific outcomes and milestones

• Conduct regular business reviews that demonstrate measurable value, highlight product utilization, and align on future goals

• Guide customers through platform adoption, product changes, and evolving data capabilities—proactively, not reactively

• Act as the voice of the customer internally—translating feedback, surfacing trends, and advocating for product and process improvements

Customer Retention & Renewal Ownership

• Own the full renewal lifecycle for assigned accounts, including proactive outreach, contract strategy, pricing discussions, and execution

• Monitor customer health signals, engagement indicators, and usage data to identify and address churn risk early

• Partner with leadership to develop and execute save strategies when risk is identified

• Maintain accurate renewal forecasting, ARR data, account health records, and opportunity documentation in Salesforce

Revenue Growth & Expansion

• Identify and influence expansion opportunities within your book of business, partnering closely with Inside Sales to advance them

• Support price increase strategy and multi-year agreement conversations at renewal where appropriate

Cross-Functional Collaboration

• Serve as the primary internal connector for your customers—coordinating across Product, Data Operations, Enrollment Operations, Engineering, and Sales

• Ensure timely resolution of customer issues, data delivery escalations, and technical questions by routing and advocating across the right internal teams

• Bring customer intelligence into product roadmap discussions, operational planning, and go-to-market strategy

• Participate in internal forecasting, account planning, and cross-functional strategic reviews

• Share best practices across the CS team and contribute to the development of scalable playbooks, processes, and tooling

Skills & Experience

Required

• 4+ years of experience in Customer Success, Account Management, or Client Services within a B2B SaaS, data, or technology company

• Demonstrated track record of managing a portfolio of accounts with measurable outcomes in retention, product adoption, and customer satisfaction

• Strong relationship-building skills—proven ability to earn trust with executive stakeholders and operational contacts alike

• Experience managing complex renewals and contract negotiations

• Commercially fluent: comfortable discussing pricing, value, and contract terms

• Experience with Salesforce or a comparable CRM

• Experience and comfort using AI tools to drive efficiency and customer insights

• Excellent written and verbal communication skills, including experience leading executive-facing business reviews

• Proven ability to work cross-functionally in a fast-paced, matrixed environment

• Data-literate: comfortable interpreting usage reports, dashboards, and customer health metrics to drive decisions

Preferred

• Background in healthcare, health insurance, employee benefits, or InsurTech

• Familiarity with APIs, data integrations, or technical data products

• Experience with customer health scoring frameworks and formal success planning methodologies

• Exposure to ICHRA, group benefits, or benefits administration platforms

• Bachelor’s degree or equivalent practical experience

What Success Looks Like

A successful CSM at Ideon is a trusted partner—to customers and colleagues alike. You:

• Earn the confidence of your customers through consistent follow-through, strategic insight, and genuine care for their outcomes

• Ensure every customer can clearly articulate the value they receive from Ideon’s technology and data

• Proactively identify and resolve risk before it becomes churn

• Renew accounts confidently and on time, with strong customer satisfaction

• Are a respected internal collaborator who connects the right people at the right time to drive customer outcomes

• Operate with transparency, accountability, and a customer-first mindset in everything you do

Our Benefits

We take care of our people. Ideon offers a comprehensive benefits package designed to support your health, financial well-being, and work-life balance:

• 100% company-paid medical, dental, and vision for you and your dependents

• Voluntary benefits including hospital indemnity, accident, critical illness, short-term disability, and legal coverage

• Employee Assistance Program (EAP) for personal and professional support

• Healthcare and dependent care FSA (Flexible Spending Account)

• 401(k)

• Flexible PTO take time off when you need it—no accruals, no carryover stress

• Pre-tax commuting benefit

• Home office allowance so you can work comfortably wherever you are