About Us

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.

Our Mission

Helping companies reimagine how companies take care of their people.

Our Investors

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.

Articles

• Founder Story - Jaclyn Chen

• Benepass Raises $20M

Candidate Resources

• Benepass | Candidate Resource Page

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

TEAM & ROLE

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.

WHAT YOU'LL DO AT BENEPASS

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

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