ICHRA Client Success Team Lead

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 Team Lead

The ICHRA Client Success Team Lead is a hybrid leader-doer role that champions both client impact and team growth. As the primary relationship manager for a portfolio of ICHRA accounts, you’ll lead complex onboarding, drive long-term success strategies, and ensure regulatory and operational excellence. You’ll also mentor and guide 2–3 ICHRA Client Success Managers, fostering shared learning, precision execution, and high-touch client delivery. This role requires a deep understanding of health insurance mechanics, digital benefit platforms, and the unique nuances of ICHRA compliance and choice-based benefit models.

What You’ll Do

Client Onboarding & Enablement

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 & Strategic Management

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 lead renewal planning conversations, helping clients evaluate performance and optimize their benefits strategy.

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

Renewals and Account Planning

Collaborate with ICHRA Product Management team on renewal strategies and client education planning.

Assist ICHRA Client Success Managers with renewal strategy planning and cross-selling opportunities for ancillary and worksite voluntary benefits, ensuring clients are educated on and supported in expanding their benefits offering beyond ICHRA.

Evaluate existing book of business to determine ICHRA opportunities and outline transition plan with the Client Engagement Manager.

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

Employee Experience 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.

Team Leadership & Mentorship

Mentor and guide a team of 2–3 ICHRA Client Success Managers through weekly huddles, shared learning, and direct case support.

Serve as the first escalation point for client challenges, platform issues, and compliance interpretation.

Partner with leadership on onboarding rhythm, KPI tracking, and development planning for team members.

Champion best practices by maintaining accurate SOPs, CRM hygiene, and templated communications.

Cross-Functional Collaboration

Work closely with Product, Growth, and Development teams to share insights and inform platform enhancements.

Collaborate with internal compliance and support functions to ensure regulatory alignment and timely resolution of service issues.

Keep SOPs, email templates, and knowledge base articles current and aligned.

Provide feedback on operational efficiencies and support documentation updates to scale ICHRA service delivery.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.

Leading Through Collaboration – Mentor team members, contribute to strategic initiatives, and promote strong cross-functional collaboration to drive shared success.

What You Bring to the Table

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

Demonstrated expertise in ICHRA plan mechanics, group health, and worksite/voluntary benefits.

Deep knowledge of ACA, HIPAA, ERISA, and healthcare compliance frameworks.

Proven experience leading client conversations and simplifying complex topics for HR teams.

High proficiency in Microsoft Office, CRM tools (Salesforce preferred), and virtual communication platforms.

Bachelor’s degree preferred; Life & Health license a plus.

Insurtech, TPA, or SaaS-based benefits consulting background preferred.

Experience mentoring or informally leading others in a fast-paced, client-driven environment.

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

Enjoy navigating emerging product spaces and bringing structure to ambiguity.

Lead with empathy and clarity—even in high-stakes, high-complexity client situations.

Are energized by solving problems and building repeatable systems.

Thrive in a collaborative, remote-first environment where initiative is rewarded.

Want to leave your fingerprint on the future of benefits delivery through ICHRA innovation.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 across 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

Hybrid remote