Enterprise Customer Success Manager at Benepass in U.S Remote

Job description

• As 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.
• 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!
• 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

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

• 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

Skills

Required

• Strategic, consultative partnership
• Highly organized
• Clear communication
• Commercially minded
• Adaptable
• Comfortable navigating ambiguity
• Orchestrating cross-functional teams

Preferred

• Enterprise account planning
• Executive business reviews
• Value-based selling

Benefits

• 95% coverage of medical, dental, and vision
• $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
• Base 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.