Customer Success Manager - SMB

Benepass

1d•$90,000 - $110,000

About The Position

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!

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 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.

Nice To Haves

Previous start-up experience

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