Senior Customer Success Manager

Job description

ABOUT US At Benepass we're making benefits easy. We believe people are the most important asset to any company. Traditional one-size-fits-all benefits packages no longer cut it in today's hybrid and remote-first environment. With Benepass, companies can tailor their benefits to the unique needs of their workforce. Through our easy-to-use and highly customizable fintech platform, People teams can implement, administer, and track the benefits that meet employees where they are. Employers design their benefits and perks plan by setting a contribution amount and eligible spend categories. Every employee has their own individual definition of wellness and needs different things to help them be their most productive, fulfilled self. OUR MISSION Helping companies reimagine how companies take care of their people. OUR INVESTORS We are backed by leading investors, including Centana Growth Partners, Portage Ventures, Threshold Ventures, Gradient Ventures, Workday Ventures, and Clocktower Technology Ventures. To date, the company has raised approximately $75 million in equity capital. ARTICLES - Founder Story - Jaclyn Chen https://bit.ly/3FpQ0ti - Benepass Raises $40M Series B https://getbenepass.com/blog/benepass-raises-40m-series-b-to-help-employers-redesign-benefits-for-rising-healthcare-costs CANDIDATE RESOURCES - Benepass | Candidate Resource Page https://docs.google.com/document/d/1_OTFvktl-2SoxPn_tkZzyHECSKM0V14hVZOy1ZdZ8zE/edit?usp=sharing - Benepass Listed on Inc. Magazine's Best Workplaces of 2023 https://bit.ly/3EAXv0Q TEAM & ROLE As a Senior Customer Success Manager, you will manage a portfolio of customers, reporting directly to our Head of Customer Operations, Aileen Palmer. We are hiring two Senior Customer Success Managers: one to support our SMB customer segment and one to support our Midmarket customer segment. While both roles share the same core responsibilities, the size and complexity of the assigned book of business will vary. You will be responsible for managing and nurturing client relationships to ensure customer satisfaction, retention, and growth. This role 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. Currently, our Customer Success team is composed of: - 8 Customer Success Managers 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. Whether your experience is managing high-volume SMB accounts or building strategic partnerships with mid-market customers, we'd love to hear from you! WHAT YOU'LL DO AT BENEPASS - 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 ABOUT YOU - You are relationship-focused and enjoy helping customers achieve their goals - You're organized and efficient, able to manage multiple accounts simultaneously while providing personalized service - You're a clear communicator who can translate product features into business benefits - You're adaptable and thrive in a fast-paced startup environment 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 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 BONUS SKILLS - Previous start-up experience COMPENSATION $100,000-130,000 + Equity + Variable Compensation RANGE(S) IS SUBJECT TO CHANGE. BENEPASS TAKES A NUMBER OF FACTORS INTO ACCOUNT WHEN DETERMINING INDIVIDUAL STARTING PAY, INCLUDING MARKET COMPARABLES, INTERVIEW PERFORMANCE, PEER COMPENSATION, AND YEARS OF EXPERIENCE. WHAT WE OFFER - 95% coverage of medical, dental, and vision - Fantastic benefits (of course 😃), including: - $250 WFH setup (one time) - $500/year Learning & Development Benefit - $150/month cell phone + internet - $100/month Wellness - $100/month Co-working and Commuter Benefit - We offer several team onsites a year - Flexible PTO At Benepass, we are working towards reimagining how companies take care of their people. We are committed to creating an inclusive environment for all our employees and are seeking to build a team that reflects the diversity of the people we hope to serve with our revolutionary products. Benepass is proud to be an equal-opportunity employer.