Senior Customer Success Manager – Edenred Benefits

Role Overview

• Develop and manage strategic relationships with senior, executive, and multi-functional stakeholders across a portfolio of Tier 1 enterprise clients.
• Drive customer adoption, engagement, and Gross Revenue Retention (GRR) by increasing Unique Users and ensuring sustained program value.
• Build, execute, and maintain quarterly success plans aligned to each client’s business objectives, outcomes, and success metrics.
• Monitor usage data, engagement trends, and customer health indicators to proactively identify risks, declines in engagement, and renewal concerns.
• Identify, escalate, and resolve complex client issues with urgency, clarity, and executive-level professionalism.
• Lead structured Quarterly Business Reviews (QBRs) that connect client goals, platform data, program outcomes, and actionable recommendations.
• Collaborate closely with Account Managers during renewal cycles by providing data-driven insights, relationship context, and customer success narratives.
• Coordinate cross-functional teams, including Implementations, Support, and Product, to deliver on client commitments and ensure a seamless customer experience.
• Develop and maintain internal champions and multi-threaded client relationships to mitigate risk and support long-term retention.
• Translate customer feedback, usage trends, and success insights into actionable recommendations that inform product improvements and roadmap priorities.
• Prepare and present executive-level summaries and reports on account health, program performance, and risk mitigation strategies.
• Identify opportunities for continuous improvement in customer success strategy, processes, and client engagement models.

Requirements

• Bachelor’s degree in a related field, preferably Business Administration or related field. Equivalent combination of education and experience will be considered.
• A minimum of 5 years of experience in Customer Success or Account Management supporting enterprise or strategic accounts in SaaS.
• Experience working with large, complex organizations such as Fortune 100 companies.
• Strong understanding of how enterprise clients measure program success and employee engagement.
• Background in employee benefits, HR tech, fintech, or commuter/mobility programs. (Preferred)
• Experience with change management or large-scale rollouts. (Preferred)

Benefits

• Telephone interview with a member of the Talent Acquisition team.
• Second interview with Benefits CSM Team Manager
• Third interview with Senior Director of AM and Product Operations Manager
• Final interview with SVP of Client Success and Support

**EEO Statement: ** The employment policy of Edenred is to provide merit-based equal opportunity to all persons. No employee or applicant for employment will be discriminated against because of membership in any Federal, State or Local legally protected classes. Edenred is committed to providing reasonable accommodation to individuals with disabilities.