Customer Success Manager - Group Sales

About the role

Working in a flexible work style arrangement, reporting to the Team Manager of Customer Success, the position focuses on strengthening client and advisor relationships across the Group Sales business. This role focuses on supporting upselling, cross-selling, renewals, and retaining group clients for an existing book of health benefit plans of small to midsized employer groups in the Edmonton or Calgary and surrounding area. The Customer Success Manager also supports the renewal process and actively participates in advisor and client meetings to enhance engagement.

Responsibilities

• Renewal & Pricing Management
• Support end-to-end renewal processes for assigned accounts.
• Prepare renewal proposals aligned with underwriting and pricing guidelines.
• Negotiate pricing and discounts within established authority limits.
• Ensure a smooth, professional, and timely client renewal experience.
• Sales Support, Growth & Revenue Expansion
• Partner with Account Executives (AEs) to assess client needs and identify opportunities.
• Develop and present add-on sales proposals and plan enhancement solutions.
• Execute upselling and cross-selling strategies to drive revenue growth.
• Contribute directly to team revenue expansion and retention targets.
• Data Analysis & Strategic Recommendations
• Analyze claims utilization, plan performance, and client feedback.
• Identify trends, risks, and opportunities for cost management or plan design changes.
• Provide proactive, data-driven recommendations to improve retention and growth outcomes.
• Stakeholder Engagement & Issue Resolution
• Collaborate with advisors, brokers, and internal stakeholders.
• Address and resolve escalated client concerns effectively.
• Act as a key coordination point to ensure consistent, high-quality client service.
• Process Improvement & Operational Efficiency
• Identify gaps, inefficiencies, and workflow challenges.
• Recommend process enhancements to improve team productivity and turnaround times.
• Support continuous improvement initiatives to elevate overall client experience.
• WHAT YOU WILL HAVE:
• Post-secondary education such as diploma or Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Must be a continuous learner with a desire to get better by enrolling in continuing educational courses, i.e. CEBS, industry related conferences, seminars as required.
• Minimum 2 years of experience in group benefits, ideally in a client-facing role. Understanding extended health care, dental, paramedical, drug plans and supplemental coverages.
• Ability to interpret renewal calculations, claims experience and benchmarking data.
• Preference will be given to those candidates that possess Life, accident & sickness insurance licensing.
• Proven ability to manage client relationships, analyze data, and drive customer retention and growth.
• Proficiency in CRM software (e.g., Salesforce, Microsoft Dynamics) and data analytics tools.
• Strong aptitude for sales processes, decision-making abilities, and excellent communication skills.
• Self-motivated with the ability to work independently and collaboratively within a team environment.
• Strong interpersonal skills with the capability to engage effectively with internal and external stakeholders.
• This position will remain open until a suitable candidate is selected.
• Alberta Blue Cross® is an inclusive employer committed to a workplace that reflects the diversity of the communities we serve. We empower and are advocates for our team members by welcoming, respecting and valuing their unique perspectives, backgrounds, and experiences.
• We offer the opportunity to work in an innovative, high-energy team-focused environment. If you have the qualifications we are looking for, apply online at careers.ab.bluecross.ca
• A criminal record check satisfactory to Alberta Blue Cross will be required as a condition of employment, following a conditional offer.

Benefits

Additional Information

Alberta Blue Cross® is an Alberta based organization dedicated to delivering exceptional customer experience and community leadership. We're committed to providing the best health coverage to over 1.8 million members and take an active role in promoting wellness. We believe in what we do-and place trust in our employees to deliver our vision. Working at Alberta Blue Cross® means having a career where you'll be recognized for your contributions. We value diversity, encourage our team members to maintain a healthy work-life balance and provide opportunities for career growth.

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