Sr. Manager, Customer Success

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 the Senior Manager, Client Success, you will lead our SMB and Mid-Market Customer Success organization, reporting directly to the Head of Customer Operations. You'll be responsible for leading a team of six Customer Success Managers overseeing approximately $5M in Annual Contract Value. Your primary responsibility is maintaining and building a high-performing Customer Success team that delivers exceptional customer outcomes while driving retention, growth, and operational excellence. You'll coach and develop CSMs, establish scalable operating rhythms, and partner cross-functionally to continuously improve the customer experience. This role requires equal parts people leadership, customer strategy, and operational execution. You'll serve as the primary escalation point for your segment while partnering closely with Sales, Implementation, Technical Account Management, Customer Experience, Product, Engineering, and Business Operations to ensure our customers realize maximum value from Benepass. As Benepass continues to scale, this leader will play a critical role in evolving how Customer Success operates. We're looking for someone who is AI fluent and excited to rethink traditional Customer Success workflows by leveraging AI, automation, and scalable processes to deliver exceptional customer experiences while improving team efficiency and maintaining strong unit economics. WHAT YOU'LL DO - Lead, coach, and develop a team of Customer Success Managers through regular 1:1s, performance management, and career development. - Own team performance across customer retention, renewals, customer health, product adoption, and expansion pipeline generation. - Partner with CSMs on strategic customer relationships, executive conversations, and complex customer escalations. - Establish scalable operating rhythms for account reviews, renewal forecasting, health monitoring, and portfolio management. - Champion the adoption of AI and automation across the Customer Success organization by identifying opportunities to eliminate manual work, improve customer experiences, and enable the team to scale without sacrificing service quality. - Analyze customer and team performance data to identify trends, coaching opportunities, and process improvements. - Partner with Sales to ensure successful customer transitions and identify expansion opportunities. - Collaborate with Implementation, Technical Account Management, Customer Experience, Product, and Engineering to deliver an exceptional end-to-end customer experience. - Build and improve playbooks, customer journeys, and operational processes that enable the team to scale efficiently. - Serve as the voice of the SMB and Mid-Market customer internally by advocating for customer needs and communicating product feedback. - Help recruit, onboard, and develop future Customer Success talent as the organization continues to grow. ABOUT YOU - You love developing people and helping teams perform at their highest level. - You balance empathy with accountability and enjoy coaching through both successes and challenges. - You're highly organized and operationally minded, with a passion for building scalable processes. - You're comfortable making data-driven decisions while maintaining a strong customer-first mindset. - You enjoy experimenting with AI tools, automation, and new ways of working, and you know how to translate those innovations into practical improvements for both customers and internal teams. - You thrive in fast-paced startup environments where priorities evolve quickly. - You're an exceptional communicator who can build trust with customers, teammates, and executive stakeholders alike. REQUIREMENTS - 7+ years of experience in Customer Success, Account Management, or other customer-facing SaaS roles. - 3+ years of experience managing Customer Success or Account Management teams. - Proven track record of driving customer retention, renewals, and team performance. - Experience coaching and developing high-performing customer-facing professionals. - Strong analytical skills with experience using customer health metrics and performance data to drive decisions. - Demonstrated ability to partner cross-functionally across Sales, Product, Engineering, Support, and Operations. - Demonstrated experience leveraging AI, automation, or workflow tooling to improve team productivity, customer experience, or operational efficiency. - Experience managing executive-level customer relationships and customer escalations. - Experience working in SaaS, HR Tech, fintech, healthcare, or employee benefits is preferred. BONUS SKILLS - Experience leading SMB and Mid-Market Customer Success organizations. - Previous startup or high-growth company experience. - Experience building Customer Success operating models, health scoring, or scaled customer programs. - Direct experience in the employee benefits space. COMPENSATION - $150,000 to $170,000 base salary + equity 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.