About the Role
Bennie is looking for a dynamic and empathetic Customer Experience Manager to join our mission-driven team. In this role, you will be the primary advocate for our clients, ensuring that employers and employees alike derive maximum value from our all-in-one benefits platform. As a remote-first company, we rely on our Customer Experience team to build strong, virtual relationships and provide the white-glove service that defines our brand. You will play a pivotal role in streamlining the complex benefits supply chain, helping organizations create healthier, more productive workplaces while driving meaningful cost savings through data-informed insights. Our ideal candidate is someone who does not just manage accounts but seeks to transform the way people interact with their healthcare and insurance.
At Bennie, we are guided by our O.A.T.H. values: Optimism, Accountability, Thoughtfulness, and Health. We believe that to take care of our clients, we must first take care of each other. As a Customer Experience Manager, you will maintain a positive attitude during the fast-paced journey of company growth and take full ownership of the quality of your work and the achievement of your goals. You will be expected to look out for your teammates, respecting our diverse perspectives and working collaboratively to solve systemic issues within the benefits industry. We value individuals who believe in living complete lives, balancing their professional drive with the need for personal time and physical wellness.
Key Responsibilities
- Serve as the primary strategic point of contact for a portfolio of diverse clients, managing the full customer lifecycle from initial implementation to annual renewal.
- Onboard new employers onto the Bennie platform, ensuring all disparate systems across the benefits supply chain are correctly integrated and synchronized.
- Proactively monitor client health and engagement metrics, using Bennies proprietary data and technology to identify trends and recommend innovative, cost-saving solutions.
- Advise clients on benefit plan designs and strategic insurance options, leveraging your market knowledge to deliver best-in-class healthcare outcomes for their employees.
- Collaborate closely with internal product, engineering, and marketing teams to relay customer feedback and influence the future development roadmap of our technology.
- Conduct regular business reviews and strategy sessions with key stakeholders to demonstrate ROI and discuss long-term organizational health goals.
- Troubleshoot complex service issues and benefit inquiries with a focus on quick resolution and a thoughtful, patient approach to customer care.
- Maintain a deep and current understanding of insurance regulations, compliance requirements, and industry trends to act as a trusted advisor to our partners.
Qualifications
- A minimum of 3-5 years of proven experience in Customer Success, Account Management, or Benefits Consulting, ideally within the HR Tech or InsurTech sectors.
- Strong fundamental understanding of the employee benefits landscape, including health insurance plans, dental, vision, life, disability, and COBRA processes.
- Exceptional verbal and written communication skills, with the unique ability to explain complex technical and insurance concepts to non-expert audiences.
- A data-driven mindset with the analytical ability to interpret complex reporting and turn those numbers into actionable insights for client stakeholders.
- Demonstrated ability to work independently and effectively in a remote-first environment, staying accountable to individual goals and collective project timelines.
- A proactive problem-solver who remains optimistic and resilient, viewing every challenge as an opportunity to improve our service delivery model.
- High level of technical proficiency, with experience using CRM software (like Salesforce or HubSpot) and modern collaboration tools such as Slack and Zoom.
- Commitment to our O.A.T.H. values, showing a genuine desire to build a healthier workplace for everyone.
Benefits
- Flexible, remote-first work environment that prioritizes work-life balance and gives you the autonomy to manage your schedule.
- Comprehensive health, dental, and vision insurance powered by Bennies own best-in-class platform and service model.
- Generous Paid Time Off (PTO) and paid company holidays to ensure you have the time to stay healthy and recharged.
- 401(k) retirement savings plan with company matching to support your long-term financial well-being.
- Ongoing professional development opportunities and a culture that actively values continuous learning and internal career growth.
- A supportive and inclusive team environment where thoughtfulness, respect, and mutual accountability are part of our core DNA.