benepass - Senior Customer Success Manager
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
Responsibilities
• 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! • 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
Benefits
• Spending accounts (HSA, FSA, HRA, LSA, commuter, wellness) • Wellness or employee engagement benefits • HR technology or HRIS • None of the above • Please explain the above answer and describe your experience within the benefits space. • How many years of direct client management experience do you have? • Tell us a little bit about yourself and why you're a fit for this position. • Decline to self-identify • Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race. • Hispanic or Latino • White (Not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East, or North Africa. • White • Black or African American (Not Hispanic or Latino) - A person having origins in any of the black racial groups of Africa. • Black or African American • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands. • Native Hawaiian or Other Pacific Islander • Asian (Not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam. • Asian • American Indian or Alaska Native (Not Hispanic or Latino) - A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment. • American Indian or Alaska Native • Two or More Races (Not Hispanic or Latino) - All persons who identify with more than one of the above five races. • Two or More Races • Hispanic or Latino • White (Not Hispanic or Latino) • Black or African American (Not Hispanic or Latino) • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) • Asian (Not Hispanic or Latino) • American Indian or Alaska Native (Not Hispanic or Latino) • Two or More Races (Not Hispanic or Latino) • I identify as one or more of the classifications of protected veteran listed above • I am not a protected veteran
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