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Commercial Lead
3 months ago
Who are Benefex?
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 no one comes to work to do a bad job or be actively disengaged, and that technology is instrumental in providing an exceptional employee experience. We are striving to create seamless but tangible interactions between employers and employees, making work a rewarding place for every single one of us . 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 team responsible for managing a portfolio of 200+ customers / £5-10mn ARR
- People development : nurture and develop high performing Customer Success professionals, accelerating peoples' career journeys
- Customers : own a portfolio that includes the likes of Money Supermarket, Daily Mail, Gatwick Airport and many more
- 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:
Competitive salary and bonus
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.
25 days holiday plus your local bank holidays
Your birthday off
Two half day wellbeing days
???? Healthcare cash planto cover the costs of day to day healthcare
Employee Assistance Plan24/7 365 support
Income Protection (75%) and life assurance (4x salary)
Pension scheme
£50 monthly allowance to spend on whatever takes your fancy, your very own Benefex card will be topped up at the start of each month
Role Overview
Reporting into the VP of Customer Success, you will lead a team of Customer Success Directors and Executives across our UK accounts. You will be accountable for hitting your team targets (Growth, Churn, NPS), act as the escalation point for customers, and coach, mentor and develop your team.
Responsibilities
- To perform strategic planning for the Customer Success function including segmentation, model and capacity planning.
- To ensure the Customer Success team meet the four key target areas of: Growth, Churn (and Erosion), NPS and Customer Engagement.
- To drive Customer Success best practice across all areas of customer success function.
- To coach and mentor the CSD/E's including 121s, development plans, support and advice. To use the correct techniques to ensure measurable OKRs are set.
- To help create a mentoring programme for the CSMs.
- To ensure that we deploy the relevant programs and playbooks within Gainsight to get the most out of the product.
- Work with the SMT and SLT to drive success for customers and ensuring customer feedback and needs are shared with all departments.
- Identify and support in the management of customer risk i.e., customer churn and erosion.
What are we looking for?
- Demonstrable experience in Customer Success: deep understanding of Customer Success principles and the ability to coach others
- Experience in B2B SaaS, ideally Employee Benefits
- Evidence ofcoaching, mentoring and developing top Customer Success professionals
- A commercial mindset, leading conversations with customers around pricing, contracts and upsell, as well as teaching these skills to your team
- A problem solver with the ability to work across functions and a track record of improving outcomes for customers.
- Demonstrable experience of building relationships with senior stakeholders within organisations.
- Organisation and time management skills.
- Positive, growth mindset.
- Knowledge of Salesforce and Gainsight CRM tools (desirable).
The below experience would be advantageous but not required:
- Proposition shaping/development
- Speaking at external events, webinars etc
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
Benefex 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 SLT member
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.
