1/ Our Mission

The way companies reward their people today is broken - it's a rigid, one-size-fits-all approach that hasn't evolved to meet the demands of the modern workforce. How we work is changing, but compensation - salary, bonus, equity, benefits - has been stuck in the same place for decades. Ben is changing that, starting with employee benefits. We are building an all-in-one platform for any company to personalise benefits and reward. Our mission is to make reward work for everyone.

Our secret? Marrying a modern software (SaaS) platform with per-employee Mastercards and financial infrastructure. That’s how Ben instantly adds employee choice to your existing benefits, unlocks access to hundreds of additional options through Ben Card, all while saving employers time and money.

We're proud to be backed by two of Europe's leading VC funds and the people behind companies such as Indeed.com, Transferwise, Workday, Nested and GoCardless.

2/ Your Mission

As a Customer Success Manager, you will be responsible for a portfolio of Ben customers: ensuring customer happiness (high NPS), maximising employer & employee adoption, building account plans, and growing the accounts. 

As our first ever CSM, you will play a huge role in laying the foundations for processes and tools as we scale. It really is early days for us, so it's an exciting time to join! 

What you'll be responsible for:

• Focusing continually on helping our customers improve their benefits’ selection and getting the most out of our amazing product.
• Creating account success plans for your portfolio of customers, with the aim to create value and maximise revenue potential.
• Working closely with the Support and Operations teams to ensure you are up-to-date with your customers’ needs.
• Communicating feature requests to our Product team to ensure the successful development in areas our customers care about.
• Recognising churn-threatening events ahead of time, before they become actual churn.
• Working closely with marketing, sales, and product to help communicate our value proposition and promote new features.

What success looks like:

• Your accounts have high engagement levels 
  
• They've also grown their subscription, because you’ve shown them the value of features they weren’t using yet
  
• You’ve helped to build our customer success structure to scale our services, defining QBR templates, renewal plans, customers’ segmentation, recurrent meetings, etc.
  
• You have fun working together with our customers, and with us! ;)
  

3/ Your Skills and Experience

• You have experience of working in customer success management in a B2B SaaS environment, with a track record of client success
  
• You have strong communication and interpersonal skills, finding it easy to build rapport and present complex issues in a clear and structured way
  
• You know how to manage customer deadlines/expectations according to business priorities and growing account revenue
  
• You always show diplomacy under pressure when working through customer issues
  
• You are a self-starter who thrives on autonomy, enjoys a rapid pace, and wants to make a difference!
  
• Experience of scaling a CS function in B2B SaaS would be a massive plus
  

4/ How we partner with you

BENefits, it's all in the name 🙂

💸 £40k salary + equity

🔋 £500 Annual Learning & Development allowance, plus 3 days a year paid study leave

💳 £70 Personal Ben Balance per month: £70 for whatever works for you, whether that's Netflix, Spotify, or a really expensive cup of coffee!

💻 The tech setup of your choice: You'll be given a generous Ben allowance so you can organise your work from home set up using tech that works for you

📅 Flexible working - We have a hybrid set up and we're serious about life-work balance

🏖 28 days of holidays a year, plus bank holidays

🍼 Enhanced maternity / paternity leave

🧠 Comprehensive and tailored mental health support through a leading provider

❤️ Private Medical Insurance

We are working hard to create a diverse, inclusive and super-friendly team, because we know that different experiences, perspectives and backgrounds make for a better workplace. ThanksBen is an equal opportunities employer and doesn’t discriminate on the basis of race, colour, religion or belief, gender, national origin, age, sexual orientation, marital status, disability or any other protected characteristic. All applications are very much welcome! If you need any adjustments to support you with your application, just let us know.