Customer Success Manager

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🕒 May 11

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Espresa

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤝 B2B

👥 HR Tech

☁️ SaaS

B2B • HR Tech • SaaS

Espresa is a company providing a global all-in-one solution for enterprise workforce management. The company's offerings include Lifestyle Spending Accounts (LSAs), well-being programs, rewards and recognition, and community engagement. Espresa's platform is designed to support employee well-being and engagement, inclusive benefits, and community building. The company's modular and mobile-first platform allows HR teams to streamline reimbursements, manage employee benefits, and foster a culture of inclusivity and belonging across global workforces. By revolutionizing personal benefits towards a more individualized approach, Espresa enhances employee experience and company culture, making HR teams more effective in their mission to engage and empower employees.

📋 Description

• Understand and track customer strategy and challenges; align Espresa’s Platform with their internal narrative and desired outcomes to maximize insights and value. • Build and maintain strong relationships with key stakeholders and administrators to drive satisfaction, loyalty, and long-term success. • Partner with the Implementation team during onboarding to ensure a smooth customer handoff, and independently lead customer-facing projects post-launch as needed to drive adoption and milestone achievement. • Define success criteria and provide tailored recommendations to drive platform adoption, engagement, and ROI. • Collaborate with Account Managers on account strategy to build cross-functional relationships, identify upsell opportunities, and support contract renewals. • Deliver training sessions and create resources to empower customer teams to maximize platform adoption and value; serve as a product advocate by surfacing customer feedback and use cases to internal teams to inform product direction. • Develop deep platform expertise to tailor solutions to customer needs, resolve inquiries effectively, and proactively identify product gaps or enhancement opportunities that impact customer outcomes. • Administer various aspects of the platform on behalf of customers throughout the customer journey, as necessary.

🎯 Requirements

• 5+ years in Customer Success, Account Management, or similar roles within a SaaS or technology environment, ideally supporting HR customers or benefits programs. • Proven ability to drive customer adoption, achieve measurable outcomes, and build strong relationships with medium to large organizations. • Exceptional communication, project management, and interpersonal skills, with experience monitoring KPIs, analyzing customer sentiment, and providing actionable insights. • Proactive in identifying and resolving challenges, with a strategic perspective on operational efficiency and customer success. • Quick to learn and deeply understand complex software platforms, with the ability to guide customers through configuration, troubleshooting, and best practices; a genuine interest in how product decisions affect customer experience is a plus. • Comfortable steering conversations on common internet and software practices such as HTTPS, APIs, FTP, CSV file handling, and two-factor authentication (2FA). • Demonstrated ability to lead customer-facing projects independently, managing timelines, stakeholders, and deliverables to achieve defined outcomes. • Proficient in Microsoft Excel, including advanced functions such as pivot tables and VLOOKUP to generate and analyze customer reports and insights. • Bachelor’s degree preferred or equivalent work experience. • Located in the Eastern or Central time zone preferred.

🏖️ Benefits

• Competitive compensation and benefits. • Opportunities for career growth and professional development. • A collaborative and innovative work environment. • comprehensive benefits package that is competitive with Silicon Valley/Bay Area employers, including health, retirement, a Lifestyle Spending Account, generous PTO, and more.