Enterprise Customer Success Manager

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.

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