Sr. Manager, Customer Operations

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.

Helping companies reimagine how companies take care of their people.

We are backed by leading investors, including Portage Ventures, Threshold Ventures, Gradient Ventures, Workday Ventures, and Clocktower Technology Ventures. To date, the company has raised $35 million of equity capital.

• Founder Story - Jaclyn Chen

• Benepass Raises $20M

• Benepass | Candidate Resource Page

• Benepass Listed on Inc. Magazine's Best Workplaces of 2023

We are seeking an experienced Senior Manager of Customer Operations to lead and develop our customer-facing operational teams, including Implementation Managers, Technical Account Managers, and Operations Program Managers. This role will be responsible for driving operational excellence, ensuring successful customer implementations, streamlining technical setup and ongoing maintenance, and achieving high levels of customer satisfaction and retention.

In this role, you'll play a pivotal part in ensuring our customers realize maximum value from our solutions. Your leadership will directly impact customer satisfaction, retention, and growth while building a high-performing team that delivers exceptional service consistently. You'll help shape the operational foundation that enables our company to scale efficiently while maintaining our commitment to customer success.

Team Leadership & Development

• Lead, mentor, and develop a cross-functional team of Implementation Managers, Technical Account Managers, and Operations Program Managers.

• Create and implement career development plans for team members to ensure professional growth and high retention.

• Establish clear team and individual performance metrics and conduct regular performance reviews.

• Foster a collaborative, customer-centric culture focused on operational excellence.

Customer Implementation

• Oversee the end-to-end customer implementation process, ensuring timely and successful launches.

• Develop and refine implementation methodologies and playbooks to drive efficiency and customer satisfaction.

• Collaborate with Sales, Product, and Engineering teams to ensure smooth customer onboarding.

• Identify opportunities to streamline implementation processes and reduce time-to-serve.

Technical Account Management

• Guide Technical Account Managers in developing strategic relationships with key accounts.

• Ensure proactive identification and resolution of technical issues affecting customer satisfaction.

• Implement strategies to efficiently both avert and address common technical pain points, both pre- and post-launch.

• Develop and maintain escalation procedures for critical customer issues.

Operations & Program Management

• Drive the development and execution of operational initiatives that improve team efficiency and effectiveness.

• Establish KPIs and reporting mechanisms to track operational health.

• Collaborate with the Operations Program Manager to implement process improvements.

• Oversee the creation and maintenance of documentation for operational processes.

Business Impact

• Provide regular reporting on team performance, customer health, and operational metrics to executive leadership.

• Identify trends and insights from customer interactions to inform product and service improvements.

• Contribute to annual planning and budgeting for the Customer Operations function.

Required Experience & Skills

• 7+ years of experience in customer operations, implementation or technical account management roles.

• 3+ years of people management experience, preferably leading cross-functional teams.

• Proven track record of driving operational excellence in a B2B environment.

• Experience with customer lifecycle management from implementation through expansion.

• Strong understanding of project management methodologies.

• Exceptional communication, presentation, and interpersonal skills.

• Data-driven approach to decision making and process improvement.

• Bachelor's degree or equivalent practical experience.

Preferred Qualifications

• Experience in SaaS or technology companies.

• Background in managing enterprise customer relationships.

• Knowledge of change management principles.

• Experience with scaled implementation methodologies.

• MBA or relevant advanced degree.

Base salary of $140,000 to $170,000 + equity.

Range(s) is subject to change. Benepass takes a number of factors into account when determining individual starting pay, including your expectations, how you interview, peer compensation, and years of experience. We also look at the market data.

• 95% coverage of medical, dental, and vision

• Fantastic benefits (of course 😃), including:

  • $250 WFH setup

  • $150/month cell phone + internet

  • $100/month Wellness

• No Meeting Wednesday!

• We offer several team onsites a year

• Flexible PTO

At Benepass, we are working towards reimaging 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.