What youll do

• Serve as an extension of the Account Management and Implementation teams by delivering onsite support, employee education, and enrollment assistance for customers across a designated region.
• Lead employer-facing programs including open enrollment sessions, Thatch platform training, product webinars, office hours, and other engagement initiatives focused on renewals, product roadmap, and other relevant topics such as compliance and Thatch Marketplace.
• Partner with Account Managers to deepen customer relationships by gathering insights, identifying opportunities and risks, supporting business reviews, and helping execute strategic account plans.
• Coordinate and execute customer onsite events end-to-end, including travel logistics, stakeholder alignment, presentation delivery, and post-event follow-up.
• Act as a customer advocate by surfacing feedback, identifying recurring themes, and partnering cross-functionally with Product, Operations, and Support to drive improvements to the customer experience.

Background were looking for

• 4+ years of experience in benefits consulting, customer success, support or a related customer-facing role; an active broker license and fluency in plan advising is a strong plus.
• Exceptional communication and presentation skills, with the ability to build trust and engage audiences ranging from frontline employees to HR leaders and executives.
• Strong organizational skills and attention to detail, with experience managing multiple priorities and customer engagements simultaneously.
• Demonstrated ability to navigate ambiguity, solve problems independently, and operate effectively in a fast-paced environment.
• Willingness to travel regularly within a designated region to support customer meetings, open enrollment events, and company initiatives.
• Comfort analyzing customer data, preparing reporting, and translating insights into actionable recommendations that improve customer outcomes.

Experience wed be particularly excited about

• Bilingual in Spanish and English strongly preferred

Travel Expectations

• 50%+ travel during annual open enrollment season (Q4)

What to expect

We interview rigorously based on integrity, talent, and drive; the trust we display in our teammates from day 1 is a reflection of the confidence we have in this process. We aim to evaluate the things you’ll be doing every day as best we can, and we move quickly. Heres what to expect:

• 30 minute video meeting to talk through your background and interest in Thatch
• 30 minute video meeting with the hiring manager to dive deeper into your experience and the role
• 30 minute video meeting to meet 2-3 members of the team
• 30 minute video meeting with the department leadership and one of our founders to discuss your approach to culture and our operating principles