benepass - Enterprise Customer Success Manager
Requirements
• 5+ years of experience in customer success or account management in SaaS, fintech, healthcare, or the Benefits space; enterprise experience strongly preferred. • Direct experience working in the Benefits space and/or with complex, multi-stakeholder enterprise customers • Proven success in quota driven roles, with a focus on retention and expansion • Proven track record of managing and growing high-value enterprise accounts, including renewals, executive engagement, and expansion • Demonstrated ability to analyze customer data and business insights to shape account strategy and influence stakeholder decision-making • Ability to engage customer teams at varying levels of technical and non-technical depth, from end users and administrators through C-level stakeholders • Experience orchestrating cross-functional teams and communicating customer needs, risks, and opportunities to Sales, Marketing, Product, and Engineering. • Experience with enterprise account planning, executive business reviews, and value-based selling
Responsibilities
• Own a portfolio of 15–20 high-value enterprise accounts through all stages of the customer lifecycle, from onboarding to renewal and expansion • Build multi-threaded relationships across customer organizations, including executive sponsors, People/HR, Finance, and administrators, and drive adoption through strategic enablement and best-practice guidance • Develop and execute account plans, success plans, and renewal and expansion strategies in close partnership with Sales • Monitor customer health, renewal risk, and value realization; proactively lead mitigation plans for at-risk accounts • Serve as the voice of the enterprise customer by synthesizing feedback, business needs, and market insights for Product and Engineering • Create and iterate on repeatable enterprise Customer Success playbooks, executive business review content, and internal processes that scale
Benefits
• Spending accounts (HSA, FSA, HRA, LSA, commuter, wellness) • HR technology or HRIS • None of the above • How many years of direct client management experience do you have? • (Check all that apply) • Small and midsize business • 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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