TEAM & ROLEAs an Enterprise Customer Success Manager, you will own relationships with 15-20 high-value enterprise accounts, reporting directly to our Head of Customer Operations, Aileen Palmer. You will be responsible for driving customer outcomes, retention, expansion, and executive alignment across a strategic book of business.
This role involves building trusted relationships with executive sponsors and day-to-day administrators, developing success plans tied to business outcomes, and ensuring customers derive maximum value from our platform. You will lead strategic reviews, coordinate cross-functional resources, and identify opportunities for adoption, retention, and expansion in partnership with product, sales, engineering, support, and strategic alliances teams.
Currently, our Customer Success team is composed of:
- 1 Senior Manager, Customer Success
- 1 Senior Customer Success Enablement Manager
- 10 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 enterprise customer success processes while working with an innovative team. If you thrive in a fast-paced environment and have experience managing complex enterprise accounts, we'd love to hear from you!
WHAT YOU'LL DO AT BENEPASS- 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
ABOUT YOU- 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
REQUIREMENTS- 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.
BONUS SKILLS- Experience with enterprise account planning, executive business reviews, and value-based selling
COMPENSATIONBase Salary: $125,000 to $145,000 + variable + equity
Range(s) is subject to change. Benepass takes a number of factors into account when determining individual starting pay, including market comparables, interview performance, peer compensation, and years of experience.What We Offer- 95% coverage of medical, dental, and vision
- Fantastic benefits (of course ), including:
- $250 WFH setup (one time)
- $500/year Learning & Development Benefit
- $150/month cell phone + internet
- $100/month Wellness
- $100/month Co-working and Commuter Benefit
- We offer several team onsites a year
- Flexible PTO
At Benepass, we are working towards reimagining how companies take care of their people.
