Head of Customer Success Managers

Who are Benifex? 💚💜

We are a fast-moving technology company, and one of the most successful providers of online reward and 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. Benifex’s mission is to build remarkable experiences that employees love. Today Benifex supports more than five 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. 🚀

Why should you apply? 🌟

• Impact: lead a global team of c.30 responsible for managing a portfolio of over 400 Benifex customers
• Autonomy: shape the strategy for how we enable the CSM team to provide further value to our customers 
• People development: nurture and develop high performing Customer Success Managers, accelerating people’s career journeys
• 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

**Please note we are unable to offer visa sponsorship and require to people to be based in the UK or Ireland for this position**

Great benefits:

💰 £85,000-90,000

🤸 Flexible work – choose a working setup that works for you, our only ask is to see you once a month in the office and you must be based in the UK or Ireland.

💸 Full access to our comprehensive benefits package, including discounts from hundreds of high street brands, salary sacrifice schemes across Finance, Health, Tech, and more

✈️ 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)

💰 Referral bonuses

🌟 Enhanced parental leave package - 26 weeks fully paid maternity leave and 4 weeks fully paid paternity leave

✈️ Work from Anywhere policy for 90 days

🏖️ Buy and Sell scheme for holidays

💳 £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 🚀

Reporting to the Chief Customer Officer, we are seeking a strategic and customer-obsessed Head of Customer Success Managers to lead our customer success managers and drive initiatives that foster long-term customer loyalty, advocacy, and satisfaction. This role is pivotal in shaping the post-sales customer journey, ensuring our customers receive exceptional value, service and support, and turning satisfied customers into passionate brand advocates.

Success Metrics in this role:

• Net Promoter Score (NPS) improvements
• Customer retention and expansion rates
• Growth in customer advocacy (e.g., referrals, testimonials, case studies)
• Service quality metrics (e.g., resolution time)
• Team engagement and performance metrics

Responsibilities 🤘

🌟 Customer Advocacy, Sentiment & Service Excellence

• Develop and execute strategies to turn customers into advocates through referral programs, testimonials, case studies, and community engagement.
• Ensure our customers realise the full value of the product suite available to them; including onboarding and training
• Monitor and improve customer sentiment using NPS and other feedback mechanisms. Work alongside the Head of Customer Excellence to implement and execute improvement strategies for NPS
• Partner with Marketing to amplify customer success stories and build a strong brand reputation.
• Design and optimize onboarding, training, and support processes to ensure seamless customer experiences.
• Lead initiatives to improve first-contact resolution, response times, and overall service quality.

🤝 Customer Relationship Management

• Build and maintain strong, trust-based relationships with key accounts and stakeholders.
• Act as an executive sponsor for strategic clients, ensuring their voice is heard across the organization. Act as a point of escalation as needed.
• Champion the customer internally, advocating for their needs in product development, support, and operations.

📈 Team Leadership & Strategy

• Lead, mentor, and scale high-performing customer success management teams.
• Define and track KPIs to measure team performance, customer health, and retention.
• Implement scalable processes and tools to support customer lifecycle and service management.

🛠️ Retention & Continuous Improvement

• Identify churn risks and proactively implement retention strategies.
• Support the customer satisfaction programme and play a part in the initiatives as required
• Collaborate cross-functionally with Sales, Product, and Support to ensure a cohesive customer journey.
• Drive continuous improvement in customer service delivery and satisfaction.

What are we looking for? 🔎

• Proven experience in a leadership role within customer success. Hiring and developing talent, nurturing a high performance culture, and embedding best practices. 
• Proven experience in customer success, service, account management, or client services role. 
• Proven track record and strategies for improving customer satisfaction, retention, and advocacy across teams. 
• Advanced analytical skills with experience using customer success platforms (e.g., Gainsight, Salesforce).
• Excellent communication, leadership, and interpersonal skills.
• Strategic thinker with a passion for customer-centric innovation.

Even if you don't meet all of the requirements for this role, we encourage you to apply! We are looking for talented and passionate individuals who are eager to learn and grow. We also offer a variety of other roles, so please check out our careers page to see if there is something else that might be a good fit for you.

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 informal call with the Talent team - 30 min

🧪 Online tests in numeracy and logical reasoning

⏳ Interview with the hiring managers - 60 min

🤩 Final interview with one of our Senior Leaders - 30-45 min

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We are committed to creating a diverse and inclusive workplace where everyone feels welcome and respected. We believe that diversity and inclusion are essential to our success, and we are proud to be an equal opportunity employer.

We are a proud member of the Disability Confident employer scheme.

If you require any reasonable adjustments at any stage during the recruitment process, please let us know with your application.