We’re not your average benefits platform – we’re the driving force that uplifts people’s lives. Our technology connects the entire benefits ecosystem, creating better outcomes for employers, employees, brokers, and providers.
Our mission is clear: to build a world where everything works at its best, ensuring every employee gets the support they need to thrive—both at work and beyond.
As a Senior Customer Success Manager at Ben, you’ll manage a portfolio of enterprise customers, ensuring their long-term success, satisfaction, and growth. Your focus will be on:
Driving high NPS and user adoption.
Achieving customer success plan goals.
Acting as the voice of the customer for our key accounts.
Ensuring account retention and identifying growth opportunities.
This is an exciting opportunity to join a growing team where you’ll shape the future of customer success at Ben,, while working closely with our largest and most valuable customers.
Prioritise Smartly: Manage your customer portfolio by focusing on health, adoption, ARR, and lifecycle stage to address needs effectively.
Lead Engagements: Run high-touch interactions like hypercare sessions, success plans, regular check-ins, and Executive Business Reviews (EBRs).
Drive Growth: Monitor customer health to spot upsell and expansion opportunities.
Handle Escalations: Be the go-to for critical issues, coordinating with support teams to ensure swift resolutions.
Be the Expert: Use your deep product knowledge to recommend tailored solutions and improvements that meet customer needs.
Build Relationships: Foster trust with customers, turning them into advocates by identifying case study opportunities and references.
Proven Experience: You've been a Senior Customer Success Manager in a B2B SaaS environment, ideally with a technically complex product.
C-Suite Savvy: Comfortable presenting to senior stakeholders, including C-level executives, and building strong relationships with them.
Proactive Approach: Known for driving account success by tracking health metrics, taking initiative, and delivering impactful touchpoints throughout the customer lifecycle.
Customer-Obsessed: Passionate about delivering exceptional customer experiences, aligning with our mission to delight and retain our clients.
Product Enthusiast: Curious and eager to dive deep into our product's functionality and configurations to better serve our customers.
Analytical & Detail-Oriented: You bring sharp analytical skills and an eagle eye for details to everything you do.
Cool Under Pressure: Thrive in fast-paced environments, staying calm and effective when facing challenges or ambiguity.
Team Player: Experienced in collaborating with Product, Engineering, and Technical Support teams to resolve complex customer issues.
You thrive on rigid structure. We’re a dynamic startup figuring things out as we grow. The roadmap will evolve, and your role might too. Flexibility is key here.
You prefer slow and steady over fast and furious. Our pace is quick, and we’re action-oriented, especially when it comes to solving customer challenges.
You’re not into juggling multiple hats. As a CSM, you’ll dive into customer solutions, dig into the product, and help uncover issues—it’s a hands-on, multifaceted gig.
You need constant direction and a crystal-clear path. In our fast-paced environment, ambiguity is part of the journey, and charting the next steps often falls to you.
It’s important to us to practise what we preach when it comes to our benefits. We know what good looks like and we want to provide the best for our team, with a comprehensive and inclusive benefits package.
We’ve built an offering that provides a selection of benefits across 5 key pillars: health & wellbeing, family, lifestyle, finance and social.
This means you have a choice over the things that are most important to you. You can see a selection below, along with the full offering here.
💰 Competitive base salary + equity, so you own what you build
💳 £100 monthly personal Ben Balance: for whatever works for you, whether that's Netflix, Spotify, or a really expensive cup of coffee! This allowance will increase by £50 for each year of service until you reach £250
🔋 £500 annual Learning & Personal Development Ben Balance: plus 3 days paid study leave a year to support you with your professional development
👩🏽💻 £500 work from home set up allowance, which you can put towards your home office
🍔 Weekly lunch provided in office so you can spend quality time with the team over some tasty food!
🏖 28 days of holidays a year (plus bank holidays, which you have the option of swapping for days of celebration that are significant to you) ...and an option to buy or sell 5 days per year. Also, your holiday entitlement will increase to 30 days at your 3rd year of service!
🌴 Generous work-from-anywhere scheme, allowing you to work from abroad for up to 3 weeks, twice a year
🍼 Enhanced parental leave and workplace nursery scheme to support with the cost of childcare in a nursery setting
🧠 Comprehensive and tailored mental health support through a leading provider
💪 Access to a Gympass membership!
❤️ Comprehensive Private Medical Insurance
🍿 Team activities: we have quarterly team social budgets to support spending time together and we frequently organise company wide events
We are organically growing a brilliantly diverse, inclusive and respectful bunch of people we are extremely proud of. This should go without saying but all applications are very much welcome. If you need any adjustments to support you with your application, just let us know by emailing jobs@thanksben.com.
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