ICHRA Client Success Manager

Job Description

Who We Are

At Decisely, we are on a mission to revolutionize the InsurTech industry by delivering innovative solutions that genuinely make a positive difference for our clients and our organization. As a client-centric company, we are deeply committed to delivering exceptional customer service and building strong, lasting relationships with our clients. We seek passionate, service-driven individuals who share our dedication to putting clients first.

Our commitment to hiring the most progressive, diverse, equitable, and inclusive talent drives both our work culture and product development. We believe in creating a workplace where everyone feels valued, empowered, and inspired to bring their best selves to work, while contributing to a service-oriented environment that ensures our clients' success.

ICHRA Client Success Manager

As an ICHRA Client Success Manager, you’ll be the trusted partner for a portfolio of clients navigating our Individual Coverage Health Reimbursement Arrangement (ICHRA) solution. You’ll guide employers through onboarding, ensure seamless platform implementation, and provide consultative support year-round to optimize performance and retention.

This is an ideal role for someone who excels in translating regulatory complexity into digestible, client-friendly guidance while delivering a white-glove experience in a fast-paced, remote-first environment. What You’ll Do

Client Onboarding & Implementation

Guide new clients through the ICHRA onboarding process, including plan design education, platform setup, document submission, and compliance checkpoints.

Coordinate account setup and ensure accurate configuration through internal implementation team support.

Coordinate internal teams (Sales, Operations, and Implementation) to ensure timely and accurate account configuration and go-live execution.

Deliver customized training and communication materials to employers to ensure confidence and clarity in implementation.

Create tailored onboarding plans, launch checklists, and training sessions for each new client.

Client Success & Support

Serve as the primary relationship owner for a defined group of ICHRA clients, including those with ancillary and worksite voluntary benefit lines such as Accident, Critical Illness, and Hospital Indemnity.

Foster strong, consultative relationships with clients by understanding their business needs, challenges, and goals.

Lead regular check-ins and renewal planning conversations, helping clients evaluate performance and optimize their benefits strategy.

Identify opportunities to upsell and cross-sell ancillary and worksite voluntary benefits, ensuring clients are educated on and supported in expanding their benefits offering beyond ICHRA.

Monitor client engagement and satisfaction, addressing concerns proactively and escalating issues as needed.

Partner with internal teams to ensure renewal timelines are met and client expectations are exceeded.

Education & Enablement

Provide clients with branded toolkits and FAQs to support their employees.

Track employee experience feedback and identify systemic issues.

Partner with support teams to escalate and resolve issues impacting client/employee satisfaction.

Client Success & Strategic Support

Serve as the dedicated relationship manager for your ICHRA client portfolio—from onboarding to renewal.

Host regular check-ins and performance reviews to drive engagement and ensure successful program utilization.

Support renewal planning and identify opportunities to expand voluntary benefits like Accident, Critical Illness, and Hospital Indemnity.

Act as the client’s ICHRA advocate—connecting dots across Operations, Implementation, and Product teams.

Operational Ownership & Collaboration

Track client activities, renewals, and escalations using CRM systems (Salesforce preferred).

Partner with Support, Compliance, and Product teams to ensure timely resolution of service requests.

Identify trends and provide feedback to support process improvement and product evolution. Success Starts With…

Building Trusted Partnerships – Foster consultative, long-term relationships with employer clients by serving as a proactive advisor and advocate throughout the client lifecycle.

Demonstrating Benefits Expertise – Apply deep knowledge of ICHRA, group health, and voluntary benefit plans, alongside a working understanding of ACA, HIPAA, and ERISA compliance frameworks.

Mastering Product & Platform Knowledge – Understand system functionality, workflows, and limitations while guiding clients through effective usage and escalating enhancement needs when appropriate.

Resolving Technical Issues – Troubleshoot user-reported concerns by identifying bugs, misconfigurations, or errors, and coordinating resolutions with Application Support or Development teams.

Communicating with Clarity – Translate complex benefit and platform concepts into clear, actionable guidance; deliver effective client training and create impactful support materials.

Managing Projects & Priorities – Oversee onboarding, renewals, and day-to-day support across multiple accounts with precision, timeliness, and a focus on client satisfaction.

Delivering Service Excellence – Provide empathetic, responsive support and continuously seek ways to streamline processes and elevate both the client and internal team experience. What You Bring to the Table

3–5 years of experience in client account management, benefits implementation, or HR consulting – preferably within the health insurance or SaaS-based benefits technology space.

Working knowledge of ICHRA, group health, and worksite voluntary benefits preferred.

Familiarity with enrollment platforms, HRIS tools, and CRM systems (Salesforce).

Clear and confident communication skills, with a talent for simplifying complex technical information.

Exceptional attention to detail and the ability to manage multiple clients and timelines.

Bachelor’s degree preferred; Life & Health license or CEBS/PHR certification a plus.

Bilingual (Spanish) is a plus!You’ll Thrive Here If You…

Lead with empathy and clarity in every client interaction.

Thrive in a fast-moving, remote-first environment with complex client needs.

Enjoy distilling complexity into practical client solutions.

Are proactive, tech-savvy, and passionate about operational excellence.

Take pride in helping employers modernize how they deliver benefits.Why Join Decisely?

Mission-driven culture with people at the center of everything we do.

Remote-first flexibility with a high-performing, connected team.

Opportunity to make a measurable impact across client portfolios.

Growth pathways, mentorship, and access to development resources.

A chance to shape the future of InsurTech with purpose and precision!Additional Information

Physical Requirements: This is a primarily remote role requiring the ability to sit or stand for extended periods and communicate clearly via phone and video. Some travel (up to 10%) may be required for client meetings or internal events

Full-time

Fully remote