Sr. Manager, Customer Success

Benepass is a company focused on reimagining employee benefits through a customizable fintech platform. The Senior Manager, Customer Success will lead a team, ensuring exceptional customer outcomes and driving retention and growth while leveraging AI and automation to enhance processes.

Responsibilities:

• 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

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
• 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