Customer Success Manager (SMB)

Benifex Nordics; Southampton; Hybrid; GBP 40,000 - 45,000; Full time

Job summary

A fast-moving technology company, Benifex Nordics, is seeking a Customer Success Manager to own a portfolio of SME customers. You will ensure customer satisfaction while identifying upsell opportunities and managing customer relationships. With great benefits including flexible work arrangements, this role is critical for growth within the organization.

Benefits

25 days holiday plus local bank holidays

Healthcare cash plan

Employee Assistance Plan

Enhanced parental leave package

Work from Anywhere policy for 90 days

£50 monthly allowance for personal use

Qualifications

• Proven experience in employee benefits tech/software.
• Experience in account management or customer success.
• Track record of identifying upsell opportunities.

Responsibilities

• Own a portfolio of SME customers and ensure renewals and upsells.
• Be the point of contact for all employer queries.
• Contribute to profitable revenue growth.

Skills

Customer relationship building

Stakeholder management

Communication

Collaboration

Job description

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 UK. 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: CSM's play a critical role in growing the SMB business, ensuring we retain and grow our customer base
• Autonomy: Take ownership of your portfolio and decide on the best way to bring value to your SMB customers
• Earning potential: On top of your base salary earn commission in this role based on upsell
• Sunday Times Best Place to Work 2025 and Best Large Tech Company to Work for 2025
• Work for a profitable, fast-growing market leader in the online reward and benefits space

Great benefits:

£40,000-45,000 plus commission (

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

We have an exciting opportunity to join our SMB Customer Success team. You will own a portfolio of SME customers, helping those customers to get the most out of our wide range of products and services. This includes the breadth of our benefits technology, wallet, Reward & recognition, discounts & cashback as well as our broking services. This role is critical to our continued growth and success of the Gateway/SMB business.

You will be responsible for working with customers post-sales to advise on the best solution for them, overseeing the design of the benefits scheme as well as controlling key events for each customer. There will also be the opportunity to upsell our other products & services as well as proactively manage the renewal processes.

Responsibilities

• Be the point of contact for all employer queries
• Managing, retaining, and growing customers with NPS being a key metric
• Contributing to profitable revenue growth.
• Having a central overview for all customers up to date at all times
• Keep up to date with industry knowledge and suggest improvements to our processes.
• Working with key internal stakeholders including the implementation team, data team and Corporate Benefits for Broking if applicable.

What are we looking for?

• Proven experience in selling/managing/supporting employee benefits tech/software (this is a key requirement for the role)
• Proven experience working in anaccount management, customer success or consultantrole
• A proven track record of identifying and managing upsell opportunities
• Evidence of recognising and ensuring delivery of customer service excellence
• Excellent customer relationship building and stakeholder management skills with ability to build a network of contacts, both internally and externally
• Ability to work cross functionally across diverse teams, facilitating collaborative working to ensure delivery for customers.
• Effective communication skills

Bonus points for:

• Knowledge of pensions, flexible and marketplace benefits

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

Online tests in numeracy and logical reasoning

Interview with the hiring manager and a member of the team

Final interview with the Director

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.

Weare 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.