Page 1
Loading more openings…
You've reached the end of the list.
Customer Experience Quality & Enablement Manager
Benepass ·
Pay
$90k–110k
Setting
Remote
ABOUT US
At Benepass we're making benefits easy. We believe 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 Benepass, companies can tailor their benefits to the unique needs of their workforce.
Through our 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
We are backed by leading investors, including Centana Growth Partners, Portage Ventures, Threshold Ventures, Gradient Ventures, Workday Ventures, and Clocktower Technology Ventures. To date, the company has raised approximately $75 million in equity capital.
ARTICLES
- Founder Story - Jaclyn Chen https://bit.ly/3FpQ0ti
- Benepass Raises $40M Series B https://getbenepass.com/blog/benepass-raises-40m-series-b-to-help-employers-redesign-benefits-for-rising-healthcare-costs
CANDIDATE RESOURCES
- Benepass | Candidate Resource Page https://docs.google.com/document/d/1_OTFvktl-2SoxPn_tkZzyHECSKM0V14hVZOy1ZdZ8zE/edit?usp=sharing
- Benepass Listed on Inc. Magazine's Best Workplaces of 2023 https://bit.ly/3EAXv0Q
TEAM & ROLE
As the Customer Experience Quality & Enablement Manager, you'll build and scale the programs that help our support team deliver accurate, consistent, and exceptional customer experiences. You'll own quality assurance, knowledge management, training, and support enablement across email, live chat, and phone.
You'll define what great support looks like by developing quality standards, scorecards, coaching frameworks, calibration processes, and reporting that help leaders improve team performance. You'll also own the Help Center, support macros, and voice and tone standards to ensure customers receive clear, consistent support at every touchpoint.
This is a highly cross-functional role for someone who enjoys building programs from the ground up, partnering across teams, and leveraging data and AI to continuously improve both the customer and teammate experience.
WHAT YOU'LL DO AT BENEPASS
- Build and scale Benepass' Quality Assurance program across email, live chat, and phone.
- Develop quality scorecards, audit processes, calibration routines, reporting, and coaching frameworks.
- Partner with Customer Experience leaders to improve performance through coaching, feedback, and training.
- Own the Help Center, support macros, and voice and tone standards to improve consistency and reduce contact rate.
- Design and deliver ongoing enablement programs covering product updates, call etiquette, communication, and support best practices.
- Analyze quality trends, customer feedback, and operational data to identify root causes and recommend improvements.
- Partner cross-functionally with Product, Engineering, Operations, Compliance, and Customer Success to improve the customer experience.
- Leverage AI and automation to improve quality monitoring, knowledge management, coaching, and operational efficiency.
ABOUT YOU
- You're passionate about building scalable quality and enablement programs.
- You have excellent written communication skills and a strong eye for detail, consistency, and customer experience.
- You enjoy coaching others and providing actionable feedback that improves performance.
- You're analytical and use data to identify trends, root causes, and opportunities for improvement.
- You're comfortable working across email, live chat, and phone support environments.
- You build strong partnerships and influence others without direct authority.
- You're curious about AI and excited to apply new technology to improve support operations.
- You thrive in fast-paced, high-growth environments where you're building as you go.
REQUIREMENTS
- 5+ years of experience in Customer Support, Customer Experience, Quality Assurance, Support Operations, or Enablement.
- Experience building or significantly scaling a Quality Assurance program.
- Experience creating QA scorecards, calibration programs, coaching frameworks, and quality reporting.
- Experience supporting multi-channel customer support teams across email, chat, and phone.
- Strong knowledge management experience, including Help Centers, macros, SOPs, and voice & tone standards.
- Exceptional written communication, analytical, and problem-solving skills.
- Experience supporting technical products and using platforms such as Intercom, Zendesk, Salesforce, or similar.
- Experience leveraging AI tools to improve quality, coaching, documentation, or operational workflows.
BONUS SKILLS
- Experience working in fintech, HR technology, benefits, banking, or another regulated industry.
- Previous startup or high-growth company experience.
- Experience with QA platforms such as MaestroQA, Klaus, Playvox, Observe.AI http://Observe.AI, or similar.
- Experience designing onboarding, training, or enablement programs.
- Experience improving Help Center performance, self-service, or contact rate.
- Bilingual or multilingual.
SUCCESS IN YOUR FIRST 6 MONTHS
- Launch a standardized QA program across chat, email, and phone.
- Implement quality scorecards, calibration, and reporting.
- Establish recurring coaching and enablement programs.
- Refresh Help Center content, macros, and voice & tone standards.
- Build quality dashboards and operational KPIs.
- Reduce customer friction through quality-driven process improvements.
COMPENSATION
Base salary of $90,000 to $110,000 + Equity
RANGE(S) IS SUBJECT TO CHANGE. BENEPASS TAKES A NUMBER OF FACTORS INTO ACCOUNT WHEN DETERMINING INDIVIDUAL STARTING PAY, INCLUDING MARKET COMPARABLES, INTERVIEW PERFORMANCE, PEER COMPENSATION, AND YEARS OF EXPERIENCE.
WHAT WE OFFER
- 95% coverage of medical, dental, and vision
- Fantastic benefits (of course 😃), including:
- $250 WFH setup (one time)
- $500/year Learning & Development Benefit
- $150/month cell phone + internet
- $100/month Wellness
- $100/month Co-working and Commuter Benefit
- We offer several team onsites a year
- Flexible PTO
At Benepass, we are working towards reimagining how companies take care of their people. We are committed to creating an inclusive environment for all our employees and are seeking to build a team that reflects the diversity of the people we hope to serve with our revolutionary products. Benepass is proud to be an equal-opportunity employer.
Listed by Benepass for a position based in the United States. Employers on this board attest they are hiring domestically.
Sr. Manager, Customer Success
Benepass ·
Pay
$150k–170k
Setting
Remote
ABOUT US
At Benepass we're making benefits easy. We believe 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 Benepass, companies can tailor their benefits to the unique needs of their workforce.
Through our 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
We are backed by leading investors, including Centana Growth Partners, Portage Ventures, Threshold Ventures, Gradient Ventures, Workday Ventures, and Clocktower Technology Ventures. To date, the company has raised approximately $75 million in equity capital.
ARTICLES
- Founder Story - Jaclyn Chen https://bit.ly/3FpQ0ti
- Benepass Raises $40M Series B https://getbenepass.com/blog/benepass-raises-40m-series-b-to-help-employers-redesign-benefits-for-rising-healthcare-costs
CANDIDATE RESOURCES
- Benepass | Candidate Resource Page https://docs.google.com/document/d/1_OTFvktl-2SoxPn_tkZzyHECSKM0V14hVZOy1ZdZ8zE/edit?usp=sharing
- Benepass Listed on Inc. Magazine's Best Workplaces of 2023 https://bit.ly/3EAXv0Q
TEAM & ROLE
As the Senior Manager, Client Success, you will lead our SMB and Mid-Market Customer Success organization, reporting directly to the Head of Customer Operations. You'll be responsible for leading a team of six Customer Success Managers overseeing approximately $5M in Annual Contract Value.
Your primary responsibility is maintaining and building a high-performing Customer Success team that delivers exceptional customer outcomes while driving retention, growth, and operational excellence. You'll coach and develop CSMs, establish scalable operating rhythms, and partner cross-functionally to continuously improve the customer experience.
This role requires equal parts people leadership, customer strategy, and operational execution. You'll serve as the primary escalation point for your segment while partnering closely with Sales, Implementation, Technical Account Management, Customer Experience, Product, Engineering, and Business Operations to ensure our customers realize maximum value from Benepass.
As Benepass continues to scale, this leader will play a critical role in evolving how Customer Success operates. We're looking for someone who is AI fluent and excited to rethink traditional Customer Success workflows by leveraging AI, automation, and scalable processes to deliver exceptional customer experiences while improving team efficiency and maintaining strong unit economics.
WHAT YOU'LL DO
- Lead, coach, and develop a team of Customer Success Managers through regular 1:1s, performance management, and career development.
- Own team performance across customer retention, renewals, customer health, product adoption, and expansion pipeline generation.
- Partner with CSMs on strategic customer relationships, executive conversations, and complex customer escalations.
- Establish scalable operating rhythms for account reviews, renewal forecasting, health monitoring, and portfolio management.
- Champion the adoption of AI and automation across the Customer Success organization by identifying opportunities to eliminate manual work, improve customer experiences, and enable the team to scale without sacrificing service quality.
- Analyze customer and team performance data to identify trends, coaching opportunities, and process improvements.
- Partner with Sales to ensure successful customer transitions and identify expansion opportunities.
- Collaborate with Implementation, Technical Account Management, Customer Experience, Product, and Engineering to deliver an exceptional end-to-end customer experience.
- Build and improve playbooks, customer journeys, and operational processes that enable the team to scale efficiently.
- Serve as the voice of the SMB and Mid-Market customer internally by advocating for customer needs and communicating product feedback.
- Help recruit, onboard, and develop future Customer Success talent as the organization continues to grow.
ABOUT YOU
- You love developing people and helping teams perform at their highest level.
- You balance empathy with accountability and enjoy coaching through both successes and challenges.
- You're highly organized and operationally minded, with a passion for building scalable processes.
- You're comfortable making data-driven decisions while maintaining a strong customer-first mindset.
- You enjoy experimenting with AI tools, automation, and new ways of working, and you know how to translate those innovations into practical improvements for both customers and internal teams.
- You thrive in fast-paced startup environments where priorities evolve quickly.
- You're an exceptional communicator who can build trust with customers, teammates, and executive stakeholders alike.
REQUIREMENTS
- 7+ years of experience in Customer Success, Account Management, or other customer-facing SaaS roles.
- 3+ years of experience managing Customer Success or Account Management teams.
- Proven track record of driving customer retention, renewals, and team performance.
- Experience coaching and developing high-performing customer-facing professionals.
- Strong analytical skills with experience using customer health metrics and performance data to drive decisions.
- Demonstrated ability to partner cross-functionally across Sales, Product, Engineering, Support, and Operations.
- Demonstrated experience leveraging AI, automation, or workflow tooling to improve team productivity, customer experience, or operational efficiency.
- Experience managing executive-level customer relationships and customer escalations.
- Experience working in SaaS, HR Tech, fintech, healthcare, or employee benefits is preferred.
BONUS SKILLS
- Experience leading SMB and Mid-Market Customer Success organizations.
- Previous startup or high-growth company experience.
- Experience building Customer Success operating models, health scoring, or scaled customer programs.
- Direct experience in the employee benefits space.
COMPENSATION
- $150,000 to $170,000 base salary + equity
RANGE(S) IS SUBJECT TO CHANGE. BENEPASS TAKES A NUMBER OF FACTORS INTO ACCOUNT WHEN DETERMINING INDIVIDUAL STARTING PAY, INCLUDING MARKET COMPARABLES, INTERVIEW PERFORMANCE, PEER COMPENSATION, AND YEARS OF EXPERIENCE.
WHAT WE OFFER
- 95% coverage of medical, dental, and vision
- Fantastic benefits (of course 😃), including:
- $250 WFH setup (one time)
- $500/year Learning & Development Benefit
- $150/month cell phone + internet
- $100/month Wellness
- $100/month Co-working and Commuter Benefit
- We offer several team onsites a year
- Flexible PTO
At Benepass, we are working towards reimagining how companies take care of their people. We are committed to creating an inclusive environment for all our employees and are seeking to build a team that reflects the diversity of the people we hope to serve with our revolutionary products. Benepass is proud to be an equal-opportunity employer.
Listed by Benepass for a position based in the United States. Employers on this board attest they are hiring domestically.
Senior Customer Success Manager
Benepass ·
Pay
$100k–130k
Setting
Remote
ABOUT US
At Benepass we're making benefits easy. We believe 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 Benepass, companies can tailor their benefits to the unique needs of their workforce.
Through our 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
We are backed by leading investors, including Centana Growth Partners, Portage Ventures, Threshold Ventures, Gradient Ventures, Workday Ventures, and Clocktower Technology Ventures. To date, the company has raised approximately $75 million in equity capital.
ARTICLES
- Founder Story - Jaclyn Chen https://bit.ly/3FpQ0ti
- Benepass Raises $40M Series B https://getbenepass.com/blog/benepass-raises-40m-series-b-to-help-employers-redesign-benefits-for-rising-healthcare-costs
CANDIDATE RESOURCES
- Benepass | Candidate Resource Page https://docs.google.com/document/d/1_OTFvktl-2SoxPn_tkZzyHECSKM0V14hVZOy1ZdZ8zE/edit?usp=sharing
- Benepass Listed on Inc. Magazine's Best Workplaces of 2023 https://bit.ly/3EAXv0Q
TEAM & ROLE
As a Senior Customer Success Manager, you will manage a portfolio of customers, reporting directly to our Head of Customer Operations, Aileen Palmer. We are hiring two Senior Customer Success Managers: one to support our SMB customer segment and one to support our Midmarket customer segment. While both roles share the same core responsibilities, the size and complexity of the assigned book of business will vary.
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 our products. Depending on your experience and assigned portfolio, you'll partner with organizations ranging from growing SMBs to more complex midmarket customers. In addition to owning a book of business, the Senior Customer Success Manager will contribute to the continuous improvement of our processes by collaborating with Product, Sales, Engineering, Support, and Strategic Alliances teams.
Currently, our Customer Success team is composed of:
- 8 Customer Success Managers
It's an exciting time to join our Customer Success team as we continue to grow. This is a fantastic opportunity to shape and influence customer success processes while working with an innovative team. Whether your experience is managing high-volume SMB accounts or building strategic partnerships with mid-market customers, we'd love to hear from you!
WHAT YOU'LL DO AT BENEPASS
- Manage a portfolio of SMB and/or mid-market 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 our 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
- 3-6 years of experience in customer success or account management in SaaS, startup, healthcare, or the benefits space
- Direct experience working in the the benefits space
- Proven track record of managing and growing SMB and/or midmarket customer 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
BONUS SKILLS
- Previous start-up experience
COMPENSATION
$100,000-130,000 + Equity + Variable Compensation
RANGE(S) IS SUBJECT TO CHANGE. BENEPASS TAKES A NUMBER OF FACTORS INTO ACCOUNT WHEN DETERMINING INDIVIDUAL STARTING PAY, INCLUDING MARKET COMPARABLES, INTERVIEW PERFORMANCE, PEER COMPENSATION, AND YEARS OF EXPERIENCE.
WHAT WE OFFER
- 95% coverage of medical, dental, and vision
- Fantastic benefits (of course 😃), including:
- $250 WFH setup (one time)
- $500/year Learning & Development Benefit
- $150/month cell phone + internet
- $100/month Wellness
- $100/month Co-working and Commuter Benefit
- We offer several team onsites a year
- Flexible PTO
At Benepass, we are working towards reimagining how companies take care of their people. We are committed to creating an inclusive environment for all our employees and are seeking to build a team that reflects the diversity of the people we hope to serve with our revolutionary products. Benepass is proud to be an equal-opportunity employer.
Listed by Benepass for a position based in the United States. Employers on this board attest they are hiring domestically.
Select a role
The full posting opens here — pay, setting and the full description, without leaving the list.