Teams at Lively, Inc.

Act as a technical Customer Success Manager: become a product subject-matter expert, facilitate and monitor EDI/integration setups, troubleshoot issues, onboard customers, collect and prioritize feedback with internal teams, write technical documentation, and support high-volume Open Enrollment periods.

Manage a portfolio of employer customers from onboarding through ongoing lifecycle support, driving value and revenue through upsells. Provide consultative, white-glove service, educate on configuration, payroll and reporting, coordinate with brokers and vendors, create Jira bug reports, facilitate bulk HSA transfers, and use AI and automation tools to improve workflows. Maintain timely responses and identify trends to inform product and operations teams.

Serve as the compliance SME for HSA, FSA, and HRA products: review marketing and customer content, lead compliance risk assessments (including AI tools), advise product and ops teams on transaction and regulatory issues, monitor regulatory changes, support escalations and audits, and recommend controls and remediation for identified risks.