Benepass

Customer Success Manager

• Manage a portfolio of SMB and/or mid-market 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

Senior Customer Success Manager

Implementation Specialist

• Own end-to-end implementations for a portfolio of 5–7 enterprise and strategic customers, from kickoff through go-live and handoff
• Act as the primary point of contact for customer stakeholders, including senior and executive-level partners
• Develop and manage detailed project plans, timelines, and deliverables across complex, multi-workstream implementations
• Drive cross-functional alignment across internal teams (Product, Engineering, Customer Success, Operations, etc.) to ensure successful execution
• Proactively identify and mitigate risks, managing escalations with urgency and clarity
• Lead effective, structured communication with both internal and external stakeholders, including regular status updates and executive readouts
• Ensure a high-quality customer experience, balancing speed with accuracy and attention to detail
• Continuously improve implementation processes by identifying patterns, gaps, and opportunities for scalability
• Serve as a trusted advisor to customers, guiding them through best practices and complex decision-making

Senior Customer Success Manager

Senior Implementation Manager