Benepass

Marketing

• Define how Benepass engages customers and members across onboarding, activation, engagement, and renewal
• Build lifecycle programs that drive adoption, education, and sustained usage
• Identify gaps in the customer journey and develop programs to improve the overall experience
• Develop campaigns that increase benefit awareness, card usage, and program adoption
• Create communications tied to key lifecycle moments (launch, open enrollment, seasonal usage)
• Translate complex benefits and financial concepts into simple, compelling messaging
• Build and manage lifecycle campaigns across email, in-product messaging, printed materials, and other touchpoints
• Own segmentation and targeting to deliver relevant messaging to different audiences
• Ensure communications are timely, clear, and aligned with customer needs
• Support time-sensitive and ad hoc campaigns (e.g., product updates, compliance changes, critical customer communications), ensuring rapid and high-quality execution
• Collaborate with Product Marketing and Customer Success to support launches, renewals, and expansion opportunities
• Develop scalable frameworks for client-specific communications where needed
• Balance customization with consistency and operational efficiency
• Define and track lifecycle KPIs (activation, engagement, utilization)
• Run experiments to improve campaign performance and effectiveness
• Use insights to inform broader marketing, product, and customer strategy

Manager, Customer Lifecycle Marketing

Content Marketing Manager

• Own the end-to-end proposal and RFP process from intake through submission and follow-up
• Drive cross-functional coordination across Sales, Strategic Alliances, Solutions Consulting, Product, Product Marketing and other stakeholders to ensure timely, high-quality responses
• Establish clear timelines, roles, and SLAs to bring structure and predictability to the process
• Build and maintain a centralized content library, ensuring responses are accurate, up-to-date, and aligned to Benepass’s positioning
• Partner closely with Product Marketing to refine messaging based on RFP trends, buyer feedback, and competitive insights
• Draft, edit, and QA proposal responses with a focus on clarity, differentiation, and alignment to client needs
• Tailor responses for enterprise and strategic accounts, balancing customization with scalability
• Leverage AI tools to accelerate drafting, improve response quality, and enforce consistency in tone and messaging
• Identify opportunities to automate and streamline the proposal workflow, reducing manual effort and increasing throughput
• Track proposal activity, turnaround times, and outcomes to identify areas for improvement

Manager, Proposals – Content Operations

Business Development Rep

• Call on inbound leads that come in for Enterprise companies
• Cold outbound calling to Enterprise sized companies
• Run personalized outbound campaigns across email, phone, and LinkedIn.
• Lead thoughtful discovery calls and partner closely with Account Executives to turn interest into opportunity.
• Surface insights from prospect conversations to help refine messaging, campaigns, and product positioning.
• Collaborate closely with your Marketing colleagues and Sales team on shared pipeline goals and go-to-market initiatives
• Stay ahead of changes in process, tooling, and the benefits industry, helping the team adapt in real time

Business Development Representative

Product Manager

• Own a strategic product area focused on employee discovery and engagement, from problem definition through execution
• Reimagine core employee-facing experiences that help users better understand their benefits and discover relevant options
• Define the strategy and roadmap for your area, making and owning tradeoffs based on user needs, business goals, and constraints
• Lead product discovery to deeply understand employee and employer problems, and translate insights into clear product direction
• Partner closely with Design, Engineering, Product Marketing, and other teams to deliver cohesive, high-quality experiences
• Drive execution end to end, keeping work moving forward and adjusting course as new information emerges
• Use data, feedback, and judgment to evaluate impact and continuously improve what you build

Lead Product Manager

Customer Support

• Address and resolve customer support issues through various channels, including phone, email, and live chat
• Learn and manage Benepass's internal systems and processes to resolve user issues
• Act as the voice of our customer, providing feedback on common issues and trends.
• Deliver exceptional customer service by adhering to set performance standards, and going the extra mile in customer interactions

Customer Experience Associate

• Define and execute the long-term vision and service model for Customer Experience, aligning support and claims operations to company growth objectives.
• Own the annual planning process for CX, identifying strategic priorities, major initiatives, service model evolutions, and investment needs.
• Establish the operating framework, governance, and performance standards required to scale a high-quality, multi-channel support organization.
• Design and implement AI-powered support delivery mechanisms to improve efficiency and service quality.
• Lead, develop, and scale the Customer Experience and Claims org, managing managers, FTEs, vendors, and contractors, and building a strong leadership bench within the team.
• Design and implement clear career pathways and succession plans to support long-term organizational health.
• Foster a high-performance, accountability-driven culture grounded in service excellence, operational discipline, and continuous improvement.
• Stand up and mature critical support operations capabilities - including knowledge management, workforce management, training and enablement, quality assurance, tooling, and reporting infrastructure - to enable efficient, high-quality scale.
• Develop robust capacity and volume forecasting models across a multi-channel environment to inform hiring plans, budget decisions, and service targets; evaluate and implement workforce planning technology as complexity grows.
• Introduce operational rigor by defining productivity standards, quality benchmarks, and performance management systems that ensure consistency and accountability.

Manager, Customer Lifecycle Marketing

Manager, Proposals – Content Operations

Business Development Representative

Lead Product Manager

Customer Experience Associate

Senior Director of Customer Experience