Customer Success Manager - SMB

Benepass is a fintech company focused on making benefits easy and customizable for companies. As a Customer Success Manager, you will manage relationships with SMB and emerging tech clients, ensuring customer satisfaction and driving growth through tailored solutions and collaboration with various teams.

Responsibilities:

• 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

Requirements:

• 3-5 years of experience in customer success or account management in SaaS, start-up, healthcare, or Benefits space
• Direct experience working in 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