Enterprise Customer Success Manager

Benepass is a fintech company helping employers deliver customizable benefits through its platform. The Enterprise Customer Success Manager will manage strategic enterprise accounts, drive customer outcomes, retention, adoption, and expansion, and build executive relationships. The role will also develop success plans, lead strategic reviews, and coordinate cross-functional teams to support customer needs.

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

Requirements:

• • You are a strategic, consultative partner who builds credibility with executive stakeholders and customer champions
• • You're highly organized and able to manage 15–20 complex accounts simultaneously while delivering proactive, personalized service
• • You're a clear communicator who can translate product capabilities, data, and customer goals into measurable business outcomes
• • You're commercially minded, adaptable, and comfortable navigating ambiguity in a fast-paced startup environment
• • 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