Customer Success Manager

🔭 Our mission & vision

Our technology is called OneHub. It brings together employee benefits software, reward and recognition tech, and workplace communications, so your employees have one home for everything at work.

No one comes to work to do a bad job or be actively disengaged. Benefex works with the world’s leading organisations to revolutionise their people technology. Benefex helps over 650 organisations across 70 countries transform the experience of more than 1.6 million employees.

Welcome to the future of work...

Job Description

Do you have superhuman organisation and communication skills? Do you love liaising with our lovely customers? Fancy putting your skills to the test in an exciting Customer Management career? Are you reliable and competent? Do you have the ability to motivate the people around you and get tasks done quickly and efficiently?

We are looking for a Customer Success Manager to act as dedicated day-to-day contacts for a portfolio of customers. You will develop the relationship beginning from just before the contract stage, through Go Live and continuing for the entire length of the contract. Focused on proactive measures, helping the customer derive value from Recognition, and growing opportunities for revenue generation. Ongoing support regarding engagement tends to focuses on first log ins/first recognitions etc. We work with the customer to keep an eye on their statistics and offer support/suggestions to keep their engagement high and highlight areas of the business which would benefit from some attention.

You will be working with our Recognition team to deliver the amazing services that our customers want and expect – easy peasy, right?

Responsibilities & tasks

• You will be the dedicated contact for all customer representatives within a portfolio of customers
• You will hold weekly calls to ensure progress of the rollout pre-Go Live. Constant updates with the teams to ensure everyone on our side is done to keep the project plan on track.

• You will schedule a number of training/demonstration calls booked in for each customer, both before they Go Live, as well as after Go Live in order to ensure we sustain the engagement across the platform.
• Support any sales calls to show what their implementation will look like, as well as providing examples of success and engagement strategies to help provide insight into the success of the platform
• Hold regular calls with customers to discuss service needs.
• Assist with developing communications for our customers
• Manage all escalations from customers.
• You will own service relating to your customers, including helpdesk support and data.
• Own and manage defect requests.
• Be confident and able to feed back all metrics, concerns, findings and issues to the General Manager of Recognitions

Ideal candidate

• 2 year’s experience in customer support with exposure to customer success.
• We’re looking for a real complete finisher, who is an analytical and proactive thinker, and someone who really takes ownership and accountability of their work.
• An amazingly organised person, with phenomenal attention to detail!
• Someone who is ready and willing to give 100%.
• Previous experience in managing customer relationships.

Skills & qualifications

How to apply

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