Customer Success Manager

Who are Benifex? 💚💜 We are a fast-moving technology company, and one of the most successful providers of online Reward & Benefits solutions in the world. We believe that 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. Today, we support more than 5 million employees in over 3,000 organisations across more than 100 countries. To help us on our quest to be the best, we need brilliant people on board and that’s where you come in. As we continue to grow and expand, we are excited to have several Customer Success Manager opportunities. Our CSMs are people who like to really get to know their customers, helping them achieve their objectives, and ensuring their employees are making the most of our platform. It’s a role than focuses on driving retention, value and advocacy, not driving and delivering ARR targets (we leave that one to our commercial colleagues!). Why should you apply? Ownership: Take full day-to-day ownership of your own portfolio of customers Impact: Play a key role in driving customer value, engagement, and advocacy Top 10 Employer, Sunday Times Best Places to Work Awards Work for a profitable, fast-growing market leader in the online reward and benefits space A comprehensive, market leading benefits package Great benefits: 🤸 Flexible work – choose a working setup that works for you ✈️ 25 days holiday plus your local bank holidays 🎂 Your birthday off ❤️ Two half day wellbeing days 🩺 Healthcare cash plan to cover the costs of day to day healthcare 🧠 Employee Assistance Plan 24/7 365 support 🤒 Income Protection (75%) and life assurance (4x salary) 🤑 Pension scheme 💳 £50 monthly allowance to spend on whatever takes your fancy, your very own Benifex card will be topped up at the start of each month! Role overview As a Customer Success Manager at Benifex, you will act as the strategic, day‑to‑day partner for a portfolio of domestic and global customers. Your focus will be on driving measurable customer value, engagement, and advocacy, ensuring customers and their employees get the very best from the Benifex platform. You’ll work closely with Customer Success Directors, who own the commercial and contractual aspects of accounts, while you lead the ongoing relationship, platform adoption, and customer experience. This role suits someone who enjoys autonomy, complexity, and building long‑term partnerships.

Responsibilities

Manage a portfolio of approximately 20–30 customers as their primary point of contact, ensuring strong engagement, satisfaction, and retention Build trusted relationships with a range of customer stakeholders, including senior leaders Lead regular customer check‑ins and internal account health reviews, proactively identifying risks and opportunities Develop and present insight‑rich performance updates that support customers in maximising platform adoption and achieving long‑term outcomes Drive customer advocacy by championing feedback internally and ensuring insights (including NPS) lead to tangible improvements Support customers in aligning the Benifex platform with their broader people, reward, and engagement strategies Adapt quickly to shifting priorities and evolving customer needs in a fast‑paced environment What we are looking for Solid experience in a Customer Success role, with a strong track record of driving product adoption, engagement, and customer outcomes Experience managing complex B2B SaaS customer portfolios with multiple stakeholders Confidence working with senior customer contacts and navigating challenging or sensitive situations Strong organisational skills, with the ability to prioritise effectively across a varied portfolio Excellent communication and relationship‑building skills, with a customer‑first mindset A proactive, accountable approach, with a genuine passion for delivering exceptional customer experiences. Bonus points for: Experience within Employee Benefits, HR Tech, or a related SaaS domain Exposure to large enterprise and/or global customer accounts We want to make the application process as simple and fair as possible. That’s why we don’t ask for a cover letter for this role. Instead, you’ll find a few short questions in the application form. Your answers will help us understand your experience and skills in a more direct and relevant way. Our interview process ✌ Benifex understands the need to have a fast and efficient process, the below will all be completed in the shortest time possible. 📞 Initial interview with the Talent team. 🧪 Online tests in numeracy and logical reasoning. ⏳ Interview with the hiring manager. 🤩 Final interview with a senior team member. We look forward to receiving your application and hopefully welcoming you to our team!