Customer Success Manager

Espresa is the only benefits platform that delivers a global and all-in-one experience for HR, People teams, and employees. With a core focus on Lifestyle Spending Accounts (LSAs) and a modular suite of solutions focused on total wellbeing, recognition, and community, Espresa powers Great Places to Work® while making heroes out of HR teams.

Join our growing team of tenacious builders, designers, and people igniters, and help transform the industry of personal benefits for good.

Our team is seeking a mission-critical Customer Success Manager (CSM) to join our dynamic and customer-focused team. As the primary platform and success point of contact, the CSM will establish trusted relationships with customers, helping them accelerate adoption, achieve their strategic goals, and drive satisfaction and retention.

The ideal candidate is enthusiastic, passionate about customer advocacy, and excels at fostering customer success through collaboration and proactive support. They bring a product-curious mindset, can translate customer feedback into actionable insights, and are comfortable leading customer-facing projects that drive adoption and outcomes. This role is an exciting opportunity to build long-lasting relationships with clients while directly contributing to our company’s overall success.

• →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.