Program Success Manager

Meet Benevity

Benevity is the way the world does good, providing companies (and their employees) with technology to take social action on the issues they care about. Through giving, volunteering, grantmaking, employee resource groups and micro-actions, we help most of the Fortune 100 brands build better cultures and use their power for good. We're also one of the first B Corporations in Canada, meaning we're as committed to purpose as we are to profits. We have people working all over the world, including Canada, Spain, Switzerland, the United Kingdom, the United States and more!

The Program Success Manager (PSM) is responsible for leading the operational strategy for their clients. This includes design and execution of campaigns, encouraging full adoption of features, streamlining workflows, updating product capabilities and optimizing the overall running and execution of their client's program. The PSM is the key relationship owner for the Program Admin.

With a deep understanding of the client's program, they translate the Benevity product and processes for our clients to 1) maximize their program's performance and 2) do it in a way that reduces the lift of executing their program for both the client and Benevity. The PSM is part of the client team and is an equal partner to the Client Success Manager (CSM). Together they establish and nourish a strong and trusted relationship with their client contacts (PSM for Program Admins and CSM for Program Owners) and are jointly responsible for client health, retention and growth.

What you'll do:

• You will be responsible for the proactive running of the client operational meeting and the day to day running of a client's program. Is the key contact for their client's Program Administrators
• You will own and develop strategies to implement solutions that increase efficiency, reduce friction, and lead to the success of the client's program growth by:
• Driving client adoption of the existing platform
• Delivering annual operational reviews (at minimum) that focus on removing barriers and showcasing operational enhancements tailored to the client's program needs
• Working with cross functional team members including Fin Ops, Client Technical Support (CTS), End User Care (EUC), Cause support etc to understand roadblocks, friction points or inefficiencies and recommending improvements. Facilitating meetings with SME's and the client
• Explaining the "how" and "why" of Benevity's product suite features and functionality and working with Product to feedback client asks, needs, challenges. The PSM is up to date on product enhancements and is working to implement those with their clients to make sure their program remains up to date
• Training new-to-Benevity administrators on how to effectively use all relevant product functions
• Working with the professional services team for the successful implementation of new features and enhancements
• Presenting best-in-class operational and administrative efficiencies that are client-specific by recognizing patterns or capacity constraints from other client programs
• Translating client program needs into configuration or feature requests
• Advising clients on Benevity's cross-functional support structure, response and delivery timelines and available resources, and partners with clients to identify the optimal solutions
• Leading operational escalations internally for the client
• Partners with the CSM on Account Planning, Success Planning to drive RFOB scores, retention and growth
  

What you'll bring:

• BA/BS degree, or equivalent education
• Minimum 1-2 years' experience in B2E/B2B Customer Success/Account Management or transferable customer service roles
• Preferably, experience in a B2B SaaS organization
• Ability to build strong, long-term business relationships by consistently going above and beyond client expectations.
• History of increasing client satisfaction, adoption, and retention
• Strong client relationship building skills including empathy, humility, adaptability, poise and persuasiveness
• Strong communicator with excellent written and verbal communication skills
• Highly organized and comfortable overseeing a variety of client service issues to resolution
• Detail-oriented, organized and analytical
• Ability to work independently with strong judgement
• Resilient, and thrives in a multi-tasking, start-up environment and can adjust priorities on-the-fly while managing a diverse and full workload
• Team-oriented with a fun-spirit and sense of humor
  
  

Discover your purpose at work

We're not employees, we're Benevity-ites. From all locations, backgrounds and walks of life, who deserve more …

Innovative work. Growth opportunities. Caring co-workers. And a chance to do work that fills us with a sense of purpose.

If the idea of working on tech that helps people do good in the world lights you up ... If you want a career where you're valued for who you are and challenged to see who you can become …

It's time to join Benevity. We're so excited to meet you.

Where we work

At Benevity, we have developed a Community First approach that we design our people's experience around with goals to build a strong community and culture, achieve stellar execution of our business goals and social mandate, and ensure Benevity-ites thrive. For those who live within a reasonable commuting distance to an office, we can split our time working in the office and from home to optimize the opportunities of both, with the requirement that we spend at least 50% of the time in the office.

Join a Company Where DEIB Isn't a Buzzword



Diversity, equity, inclusion and belonging are part of Benevity's DNA. You'll see the impact of our massive investment in DEIB daily — from our well-supported employee resources groups to the exceptional diversity on our leadership and tech teams.

We know that diverse backgrounds, experiences, skills and passions are what move our business and our people forward, so we're committed to creating a culture of belonging with equal opportunities for everyone to shine.

That starts with a fair and accessible hiring process. If you want to feel seen, heard and celebrated, you belong at Benevity.

Candidates with disabilities who may require accommodations throughout the hiring or assessment process are encouraged to reach out to [email protected].