Customer Success Manager

About Our Client

Our client is making benefits easy. It is believed that people are the most important asset to any company. Traditional one-size-fits-all benefits packages no longer cut it in today’s hybrid and remote-first environment. With the organization’s platform, companies can tailor their benefits to the unique needs of their workforce.

Through an easy-to-use and highly customizable fintech platform, People teams can implement, administer, and track the benefits that meet employees where they are. Employers design their benefits and perks plan by setting a contribution amount and eligible spend categories. Every employee has their own individual definition of wellness and needs different things to help them be their most productive, fulfilled self.

Our Mission

Helping companies reimagine how companies take care of their people.

Our Investors

The organization is backed by leading investors. To date, the company has raised $35 million of equity capital.

Team and Role

As a Customer Success Manager, you will lead the management of SMB and emerging tech clients, reporting directly to the Head of Customer Operations. You will be responsible for managing and nurturing client relationships to ensure customer satisfaction, retention, and growth.

This role involves working closely with customers to understand their needs, providing tailored solutions, and ensuring they derive maximum value from the products. In addition to owning a book of business, the CSM will contribute to the continuous improvement of processes by collaborating with product, sales, engineering, support, and strategic alliances teams.

Currently, the Customer Success team is composed of:

• 3 Customer Success Managers

It’s an exciting time to join the Customer Success team as it is expanding across all departments. This is a fantastic opportunity to shape and influence customer success processes while working with an innovative team. If you thrive in a fast-paced environment and have experience working with SMB and emerging tech clients, we’d love to hear from you!

What you will do

• Manage a portfolio of SMB and emerging tech clients through all stages of the customer lifecycle, from onboarding to ongoing success planning
• Drive admin platform education and adoption by providing regular check-ins, product training, and best practice guidance
• Identify growth opportunities within your accounts and collaborate with sales on upsell and expansion strategies
• Monitor customer health metrics and proactively address at-risk accounts
• Gather and communicate customer feedback to product and engineering teams to help shape the roadmap
• Develop scalable processes and resources tailored to the unique needs of SMB clients

About You

• You are relationship-focused and enjoy helping customers achieve their goals
• You’re organized and efficient, able to manage multiple accounts simultaneously while providing personalized service
• You’re a clear communicator who can translate product features into business benefits
• You’re adaptable and thrive in a fast-paced startup environment

Requirements

• 3-5 years of experience in customer success or account management in the employee benefits space.
• Direct experience working in the Benefits space
• Proven track record of managing and growing SMB and emerging tech accounts
• Demonstrated ability to analyze data and business insights to influence stakeholder decision-making
• Ability to interact with customer teams at various levels of technical and non-technical depth, and across multiple levels from end users through C-level stakeholders
• Experience working with cross-functional teams and communicating common customer behaviors to the sales, marketing, and product teams.
• Previous start-up experience

Compensation

Base salary of $110,000 to $130,000 + Equity + Variable Compensation

The range is subject to change. The organization takes a number of factors into account when determining individual starting pay, including market comparables, interview performance, peer compensation, and years of experience.

What They Offer

• 95% coverage of medical, dental, and vision
• Fantastic benefits, including:
• No Meeting Wednesday!
• Several team onsites a year
• Flexible PTO

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”