Benivo

Customer Success Manager

• Act as the main point of contact for all post-go-live client matters
• Build strong, trusted relationships with client stakeholders
• Schedule and lead client meetings with clear agendas, structured follow-ups, and ongoing cadence
• Share relevant product updates, insights, and best practices
• Lead QBRs and strategic business reviews
• Educate clients on new features and drive adoption
• Cultivate advocacy and gather client references
• Share marketing collateral and invite to webinars
• Drive adoption of new features and track usage metrics
• Proactively engage clients with tailored guidance on how to leverage new features
• Create and deliver client-facing training materials and walkthroughs
• Monitor engagement to identify areas where additional enablement is needed
• Own red account reporting and recovery plans
• Track product usage, feedback, escalations, and satisfaction
• Maintain client CRM records and CSM dashboards
• Conduct regular internal reviews to align on account status
• Own the commercial renewal process for assigned accounts
• Identify expansion opportunities aligned with client needs
• Manage and scope client change requests (e.g., policy updates, new locations, new features)
• Maintain and update renewal strategy slides; flag blockers early
• Partner with Sales and Product to pitch upsell opportunities
• Ensure client commitments are managed in JIRA and delivered cross-functionally
• Collaborate with Delight, Product, and Advisory teams for seamless delivery
• Share client updates bi-weekly in internal forums and dashboards

Client Success Manager