Customer Success Manager, Benepass

• If you thrive in a fast-paced environment and have experience working with SMB and emerging tech clients, we’d love to hear from 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
• 3-5 years of experience in customer success or account management in SaaS, start-up, healthcare, or Benefits space
• Proven track record of managing and growing SMB and emerging tech 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

Desirable

• As a Customer Success Manager, you will lead the management of our SMB and emerging tech clients, reporting directly to our Head of Customer Operations, Aileen Palmer
• 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
• In addition to owning a book of business, the CSM will contribute to the continuous improvement of our processes by collaborating with product, sales, engineering, support, and strategic alliances team
• Currently, our Customer Success team is composed of:
• 2 Customer Success Managers
• 2 Technical Account Managers
• Manage a portfolio of SMB and emerging tech 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
• It’s an exciting time to join our Customer Success team as we are expanding across all departments
• This is a fantastic opportunity to shape and influence customer success processes while working with an innovative team