Customer Success Manager (Mid-market)

Job Description

Our Mission

We're not your average benefits platform; we're the unordinary force that uplifts people's lives. Our technology is the link that connects the entire benefits ecosystem, creating better outcomes for employers, employees, brokers, and providers.

Our mission is clear: we're here to create a world where everything operates at its very best, ensuring that every employee receives the support they need to live life to the fullest, both at work and beyond.

Your Mission

As a Customer Success Manager at Ben, you will be looking after a portfolio of mid-market customers, ensuring customer happiness (high NPS), maximising user adoption, meeting customer success plan objectives, and being the customer voice for Ben. You will be working to ensure customer satisfaction and account retention, as well as being able to identify potential opportunities for growth.

This is a great opportunity for an experienced mid-market CSM to join a small, but growing team, with the opportunity to shape the future of customer success at Ben.

Things you will be working on…

• Managing the end-to-end customer success lifecycle (post-launch) for a portfolio of c. 30 mid-market Ben customers

• Taking a holistic view of your portfolio, prioritising customer needs based on customer health, adoption, ARR, customer lifecycle etc.

• Proactively managing customer touch points, including; post-launch hypercare periods, building success plans, regular check-ins, EBRs etc.

• Escalating customer requirements where needed, and involving other internal teams such as product, support, operations etc.

• Working closely with colleagues in Implementation to understand the configuration of the product and how customers can gain most value from the platform

• Acting as the customer voice within Ben; turning queries into something productive and closing feedback loops with our Product team

You will love this role if you have…

• Experience as a Customer Success Manager in a B2B SAAS company, ideally covering a mid-market portfolio

• You love being proactive and driving forward account success, through monitoring key health metrics and maintaining good quality customer touchpoints across the lifecycle

• You have experience building customer success plans, running EBRs and presenting to senior management

• You are curious to understand the product in detail, including configuration of your customer accounts

• You’re highly accountable and deliver against set milestones

• You can keep a cool head when things aren’t going to plan and manage customer escalations with composure

• If you have experience in HRtech, that’s a bonus, but not essential

Our BENefits

(... It's all in the name! 😉)

💰 Competitive base salary and 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!

🍼 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

📅 Flexible working - we're serious about life/work balance

Diversity and Culture at Ben

Our culture is ever-evolving and is defined by our people. We don’t hire clones, we hire individuals.

• We celebrate diversity

• We listen to our people

• We work autonomously
  and...

• We have fun!

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.