Senior Customer Success Manager – Edenred Benefits

Reward Gateway

Senior Customer Success Manager at Edenred, driving customer success and engagement for enterprise clients. Managing stakeholder relationships and enhancing program value for top-tier clients.

Posted 5/18/2026full-timeBoston • Massachusetts • 🇺🇸 United StatesSenior💰 $85,000 - $90,000 per yearWebsite

About the role

Key responsibilities & impact

Develop and manage strategic relationships with senior, executive, and multi-functional stakeholders across a portfolio of Tier 1 enterprise clients.
Drive customer adoption, engagement, and Gross Revenue Retention (GRR) by increasing Unique Users and ensuring sustained program value.
Build, execute, and maintain quarterly success plans aligned to each client’s business objectives, outcomes, and success metrics.
Monitor usage data, engagement trends, and customer health indicators to proactively identify risks, declines in engagement, and renewal concerns.
Identify, escalate, and resolve complex client issues with urgency, clarity, and executive-level professionalism.
Lead structured Quarterly Business Reviews (QBRs) that connect client goals, platform data, program outcomes, and actionable recommendations.
Collaborate closely with Account Managers during renewal cycles by providing data-driven insights, relationship context, and customer success narratives.
Coordinate cross-functional teams, including Implementations, Support, and Product, to deliver on client commitments and ensure a seamless customer experience.
Develop and maintain internal champions and multi-threaded client relationships to mitigate risk and support long-term retention.
Translate customer feedback, usage trends, and success insights into actionable recommendations that inform product improvements and roadmap priorities.
Prepare and present executive-level summaries and reports on account health, program performance, and risk mitigation strategies.
Identify opportunities for continuous improvement in customer success strategy, processes, and client engagement models.

Requirements

What you’ll need

Bachelor’s degree in a related field, preferably Business Administration or related field. Equivalent combination of education and experience will be considered.
A minimum of 5 years of experience in Customer Success or Account Management supporting enterprise or strategic accounts in SaaS.
Experience working with large, complex organizations such as Fortune 100 companies.
Strong understanding of how enterprise clients measure program success and employee engagement.
Background in employee benefits, HR tech, fintech, or commuter/mobility programs. (Preferred)
Experience with change management or large-scale rollouts. (Preferred)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SuccessAccount ManagementData AnalysisChange ManagementProgram ManagementRisk MitigationEngagement MetricsQuarterly Business ReviewsSaaSEnterprise Client Management

Soft Skills

Relationship ManagementCommunicationProblem SolvingCollaborationStrategic ThinkingExecutive PresenceProactive EngagementPresentation SkillsNegotiationAdaptability