Customer Success Technology Manager in Southampton

Who are Benifex? We are a fast‑moving technology company, and one of the most successful providers of online reward and benefits solutions in the world. We believe that everyone deserves an exceptional experience at work, every day, and build workplace technology that makes this happen. Benifex’s mission is to build remarkable experiences that employees love. Today Benifex supports more than five million employees in over 3,000 organisations across more than 100 countries. To help us on our quest to be the best, we need brilliant people on board and that’s where you come in.

Why you should apply

• Ownership: You’ll own the post‑sales tech stack end‑to‑end, directly shaping how our Customer Success, Support and Operation teams use data and systems to deliver great customer experiences.
• Impact: Your work will have clear, measurable impact on lifecycle visibility, health scoring, customer outcomes, and operational efficiency.
• Global tech stack: We’re deeply invested in Salesforce, Gainsight, Snowflake and an evolving integration landscape. You’ll work hands‑on with a complex, global tech stack and influence its roadmap.
• Collaboration: You’ll be part of our Revenue Technology team — working closely with CS leadership, Support, Product, and our Sales Technology Manager to drive cross‑functional improvements.

Great Benefits

Enjoy a benefits package designed to support your wellbeing, your life outside work, and your growth. From flexible working, paid volunteering days to generous referral bonuses, health insurance, and access to our full benefits portal — plus fun annual events to celebrate together — you’ll have everything you need to feel rewarded, supported and part of something great.

Role overview

As Customer Success Technology Manager, you will ensure that the systems and data supporting Customer Success and post‑sales operations run reliably, efficiently, and at scale. You’ll own the technical foundations behind post‑sales workflows — from lifecycle logic and health scoring, to case handling, success plans, and customer data integrity. You will be responsible for the end‑to‑end configuration of Gainsight and the post‑sales domain within Salesforce, ensuring our tools, data structures, reporting, and integrations are stable, scalable, and well governed. You’ll collaborate closely with Customer Success and Support leadership to translate operational needs into robust system solutions, while also working with our Sales Technology Manager to maintain aligned data models and cross‑functional processes. This role offers a unique blend of hands‑on technical ownership and strategic roadmap influence, contributing to the future state of automation, lifecycle management, and post‑sales technology at Benifex.

Responsibilities

• Own the post‑sales technology landscape end‑to‑end, including Gainsight and the post‑sales domain within Salesforce Service Cloud.
• Configure, maintain, and evolve workflows, lifecycle logic, health scoring, success plans, journeys, dashboards, and reporting.
• Design and manage CS‑related Salesforce configuration (data models, routing, case structure, permissions, automation, reporting).
• Ensure reliable data flows across Gainsight, Salesforce, Snowflake, Workato, and connected tools.
• Monitor data quality and system health, identify and resolve root causes of issues.
• Drive enhancements and optimisation initiatives across the CS tech stack.
• Conduct periodic operational checks (lifecycle validation, segmentation accuracy, case audits, routing reviews).
• Produce clear documentation of system configuration, lifecycle logic, workflows, and integrations.
• Contribute to the long‑term roadmap for CS technology, including automation, AI, and improved data structures.
• Partner with CS and Support leadership to translate operational needs into scalable technical solutions.
• Collaborate with the Sales Technology Manager to ensure alignment across shared data models and GTM workflows.

What we are looking for

Required Experience

• 5+ years hands‑on experience with Gainsight (including configuration, churn prediction, success plans, automated workflows, health scoring, lifecycle management).
• Strong expertise in Salesforce, especially within Service Cloud (covering data models, case management, automation, permissions, reporting, dashboards).
• Experience contributing to post‑sales technology roadmaps, automations, or system transformation initiatives.
• Solid understanding of integrations, APIs, and data pipelines across multiple systems (e.g., Gainsight, Salesforce, Jira, Snowflake, Workato).
• Ability to troubleshoot system and data issues, identify root causes, and implement sustainable long‑term solutions.
• Experience operating in a complex technical environment with multiple teams depending on accurate data and stable systems.
• Strong capability to document processes, data models, system configurations, and integration logic clearly and consistently, using solid data‑governance and system‑ownership best practices.

Bonus points for

• Experience in Revenue Operations, RevTech, or similar technical‑commercial roles.
• Prior experience in a global, fast‑growing SaaS environment with complex customer lifecycle workflows.

Traits

• Exceptional communication skills, especially with non‑technical stakeholders.
• Highly structured, risk‑aware, and thoughtful about downstream impact.
• Pragmatic, collaborative, and able to work across teams and seniority levels.
• Strong stakeholder management and relationship‑building skills.
• Comfortable in fast‑moving environments with evolving processes.
• Able to balance hands‑on technical work with strategic thinking.
• Independent, reliable, and proactive.

Even if you don't meet all of the requirements for this role, we encourage you to apply! We are looking for talented and passionate individuals who are eager to learn and grow. We also offer a variety of other roles, so please check out our careers page to see if there is something else that might be a good fit for you.

Our interview process

• Initial interview with the Talent team.
• Interview with the hiring manager.
• Case assessment.
• Final interview with a senior team member/director.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to creating a diverse and inclusive workplace where everyone feels welcome and respected. We believe that diversity and inclusion are essential to our success, and we are proud to be an equal opportunity employer. We are a proud member of the Disability Confident employer scheme. If you require any reasonable adjustments at any stage during the recruitment process, please let us know with your application.