Program Success Manager

Meet Benevity 

The world’s coolest companies (and their employees) use Benevity’s 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, 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 WILL DO:

• Is 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.
• Owns and develops 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 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

A career with a sense of purpose

"Embarking on my 7th year at Benevity, I find myself reflecting on a journey that's been more than just a career – it's been a profound experience of growth, purpose, and genuine camaraderie.

Benevity has been instrumental in my continuous personal and professional evolution, providing a dynamic environment that not only fosters initiative but also values every contribution. It's more than a job; it's a community and a platform for innovation and improvement.

What sets Benevity apart is the commitment to a safe and healthy environment where everyone can truly be their best selves. It's a workplace where confidence thrives, fostering a sense of pride to wake up every day and contribute to a company with a strong purpose. Another thing that makes this company very special: our "wearewe" mantra, which is not just a tagline but a commitment to unity, collaboration, and shared success. Together, we sweat, celebrate, and overcome challenges, creating a workplace where genuine connections and meaningful work are the norm. I'm also very grateful for the culture of humility and authenticity at Benevity. Here, taking responsibility for setbacks is not seen as failure but as an opportunity to learn and grow. The adaptability to move on, pivot, and try new things is ingrained in our culture, creating an atmosphere that thrives on innovation and resilience."

Mathilde Pellen - Manager, Client Success Management

Where you start isn’t always where you’re meant to be, and we want to ensure Benevity-ites like you find the right spot, the one where you’ll make the most impact and find the greatest fulfillment. Whether you’re ready to step into a leadership role or head over to another team, you have a home here — a place where you get to live your purpose at work every day.