Customer Success Manager - SMB

At Benepass we're making benefits easy. We believe people are the most important asset to any company. Traditional one-size-fits-all benefits packages no longer cut it in today's hybrid and remote-first environment. With Benepass, companies can tailor their benefits to the unique needs of their workforce.

Through our easy-to-use and highly customizable fintech platform, People teams can implement, administer, and track the benefits that meet employees where they are. Employers design their benefits and perks plan by setting a contribution amount and eligible spend categories. Every employee has their own individual definition of wellness and needs different things to help them be their most productive, fulfilled self.

Helping companies reimagine how companies take care of their people.

We are backed by leading investors, including Portage Ventures, Threshold Ventures, Gradient Ventures, Workday Ventures, and Clocktower Technology Ventures. To date, the company has raised $35 million of equity capital.

• Founder Story - Jaclyn Chen

• Benepass Raises $20M

• Benepass | Candidate Resource Page

• Benepass Listed on Inc. Magazine's Best Workplaces of 2023

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 teams.

Currently, our Customer Success team is composed of:

• 4 Customer Success Managers

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. 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!

• 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
  

• 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.

• Direct experience working in the the 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.

• Previous start-up experience

Base salary of $100,000 to $130,000 + Equity + Variable Compensation

Range(s) is subject to change. Benepass takes a number of factors into account when determining individual starting pay, including your expectations, how you interview, peer compensation, and years of experience. We also look at the market data.

• 95% coverage of medical, dental, and vision

• Fantastic benefits (of course 😃), including:

  • $250 WFH setup

  • $150/month cell phone + internet

  • $100/month Wellness

• We offer several team onsites a year

• Flexible PTO

At Benepass, we are working towards reimaging how companies take care of their people. We are committed to creating an inclusive environment for all our employees and are seeking to build a team that reflects the diversity of the people we hope to serve with our revolutionary products. Benepass is proud to be an equal-opportunity employer.