Overview
We are looking for a Customer Success Manager to act as a dedicated day-to-day contact for a portfolio of customers within our Key UK accounts and Global accounts team. You will work closely with a Customer Success Director on each account, who owns the commercial and strategic elements of the account. You play a critical role in ensuring the customer gets the most value out of our products and services, has an exceptional experience with Benifex, and handles day-to-day customer needs. This is a great opportunity to further your career in Customer Success.
Responsibilities
* Portfolio Management: 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.
* Customer Engagement: Schedule and lead regular customer calls and internal account health reviews.
* Planning & Reporting: Prepare for meetings by reviewing account data and insights; run and share monthly/quarterly reports with customers.
* Escalation & Workflow Management: Manage escalations and prioritize workflows across internal teams; use Jira to track tickets and ensure timely resolution.
* Collaboration & Advocacy: Act as the bridge between teams, advocate for customers internally, and ensure feedback (including NPS scores) is acted upon.
* Value Delivery: Help customers understand platform usage, uncover opportunities for improvement, and identify upsell/cross-sell opportunities.
* Agility: Be highly organized and adaptable—no two days are the same, and urgent needs often arise.
What are we looking for? Experience
* Proven track record in customer success, with experience 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.
* Confident in managing multiple stakeholders, including senior leadership.
* Skilled at handling challenging customer situations and committed to delivering outstanding customer experiences.
* Highly reliable, proactive, and demonstrates a strong sense of ownership.
* Excellent problem-solving skills and ability to think on your feet.
* Strong attention to detail and organizational skills.
Even if you don’t meet all of the requirements for this role, we encourage you to apply. We are looking for talented and passionate individuals who are eager to learn and grow. We also offer a variety of other roles, so please check out our careers page to see if there is something else that might be a good fit for you.
Our interview process
* Initial call with the Talent team — 30 min
* Online tests in numeracy and logical reasoning
* Interview with Team Leads — 60 min
* Final interview with a senior manager — 30-45 min
Please let us know if you need any reasonable adjustments for interviews by replying to the email you will receive after you apply.
Benefits
* Salary: £31,000-£35,000
* Flexible work – choose a working setup that works for you; our only ask is to see you once a month in the office and you must be based in the UK.
* 25 days holiday plus local bank holidays
* Your birthday off
* Two half day wellbeing days
* Healthcare cash plan to cover day-to-day healthcare
* 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 to spend on whatever takes your fancy with a Benifex card topped up at the start of each month
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