Customer Success Manager at Benifex – Southampton, England, United Kingdom
About Benifex
Benifex is a fast‑moving technology company and one of the most successful providers of online reward and benefits solutions in the UK. We believe everyone deserves an exceptional experience at work, every day, and build workplace technology that makes this happen. Our mission is to build remarkable experiences that employees love. We support more than five million employees in over 3,000 organisations across more than 100 countries. We need brilliant people on board and that’s where you come in.
Base pay range
£31,000-36,000 (based on skills and experience).
Benefits
* Flexible work – choose a working setup that works for you, with the only requirement to see the office once a month and be based in the UK or Ireland.
* 25 days holiday plus local bank holidays
* Birthday off
* Two half‑day wellbeing days
* Healthcare cash plan covering day‑to‑day healthcare costs
* Employee Assistance Plan 24/7 365 support
* Income protection (75%) and life assurance (4x salary)
* Pension scheme
* Enhanced parental leave package – 26 weeks fully paid maternity leave and 4 weeks fully paid paternity leave
* £50 monthly allowance – Benifex card topped up at the start of each month.
Please note: we are unable to offer visa sponsorship and require candidates to be based in the UK or Ireland for this position.
Role Overview
We are looking for several Customer Success Managers to act as a dedicated day‑to‑day contact for a portfolio of customers within our Key UK accounts and Global accounts team.
Responsibilities
* Own and manage a portfolio of ~20–30 customers, acting as their primary point of contact and ensuring they achieve success and value from our platform.
* Schedule and lead regular customer calls and internal account health reviews.
* Prepare for meetings by reviewing account data and insights; run and share monthly/quarterly reports with customers.
* Manage escalations and prioritise workflows across internal teams; use Jira to track tickets and ensure timely resolution.
* Act as bridge between teams, advocate for customers internally, and ensure feedback (including NPS scores) is acted upon.
* Help customers understand platform usage, uncover opportunities for improvement, and identify upsell/cross‑sell opportunities.
* Be highly organised and adaptable, with no two days the same and urgent needs often arising.
What we are looking for
Experience
* Proven track record in customer success, managing complex customer portfolios.
* Strong background in B2B SaaS, ideally within Employee Benefits and/or HR technology.
* Bonus: previous experience in Account Management, particularly handling global enterprise customers.
Skills & Traits
* Commercial mindset with the ability to identify opportunities for upsell, cross‑sell, and lead generation.
* Exceptional relationship‑building and communication skills.
* Confidence in managing multiple stakeholders, including senior leadership.
* Skilled at handling challenging customer situations and committed to delivering outstanding experiences.
* Highly reliable, proactive, and demonstrates strong ownership.
* Excellent problem‑solving skills and ability to think on your feet.
* Strong attention to detail and organisational skills.
Interview process
1. Initial call with the Talent team – 30 minutes.
2. Online tests in numeracy and logical reasoning.
3. Interview with Team Leads – 60 minutes.
4. Final interview with a senior manager – 30–45 minutes.
Please let us know if you need any reasonable adjustments for interviews by replying to the email you will receive after you apply.
Job Details
* Seniority level: Mid‑Senior level
* Employment type: Full‑time
* Job function: Other
* Industries: Software Development
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