Senior Customer Success Manager

Benepass provides a customizable fintech platform that helps companies administer and manage employee benefits. The Senior Customer Success Manager will manage a portfolio of SMB and/or mid-market customers, driving satisfaction, retention, adoption, and growth while collaborating with cross-functional teams to improve customer success processes.

Responsibilities:

• 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

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
• • Previous start-up experience