Senior Customer Success Manager

Benepass

5d•$100,000 - $130,000

About The Position

At Benepass, we are making benefits easy and believe people are the most important asset to any company. Traditional benefits packages no longer suffice in today's hybrid and remote-first environment. Our fintech platform allows companies to tailor benefits to their workforce's unique needs, enabling People teams to implement, administer, and track benefits that meet employees where they are. Employers design their benefits and perks plans by setting a contribution amount and eligible spend categories. Our mission is to help companies reimagine how they take care of their people. We are backed by leading investors and have raised approximately $75 million in equity capital. We are hiring two Senior Customer Success Managers: one to support our SMB customer segment and one to support our Midmarket customer segment. This role reports directly to our Head of Customer Operations. You will be responsible for managing and nurturing client relationships to ensure customer satisfaction, retention, and growth. This involves working closely with customers to understand their needs, providing tailored solutions, and ensuring they derive maximum value from our products. Depending on your experience and assigned portfolio, you'll partner with organizations ranging from growing SMBs to more complex midmarket customers. In addition to owning a book of business, the Senior Customer Success Manager will contribute to the continuous improvement of our processes by collaborating with Product, Sales, Engineering, Support, and Strategic Alliances teams. It's an exciting time to join our Customer Success team as we continue to grow. This is a fantastic opportunity to shape and influence customer success processes while working with an innovative team.

Requirements

3-6 years of experience in customer success or account management in SaaS, startup, healthcare, or the benefits space
Direct experience working in the benefits space
Proven track record of managing and growing SMB and/or midmarket customer accounts
Demonstrated ability to analyze data and business insights to influence stakeholder decision-making
Ability to interact with customer teams at various levels of technical and non-technical depth, and across multiple levels from end users through C-level stakeholders
Experience working with cross-functional teams and communicating common customer behaviors to the sales, marketing, and product teams

Nice To Haves

Previous start-up experience

Responsibilities

Manage a portfolio of SMB and/or mid-market clients through all stages of the customer lifecycle, from onboarding to ongoing success planning
Drive admin platform education and adoption by providing regular check-ins, product training, and best practice guidance
Identify growth opportunities within your accounts and collaborate with sales on upsell and expansion strategies
Monitor customer health metrics and proactively address at-risk accounts
Gather and communicate customer feedback to product and engineering teams to help shape our roadmap
Develop scalable processes and resources tailored to the unique needs of SMB clients