Bento for Business was founded on the basis that traditional banks are failing small businesses. From limited online and mobile options to narrow product sets, legacy practices and platforms

are not meeting the needs of today’s business owners. As such, Bento’s vision is to be the modern business banking platform for SMBs. The company’s first killer app solves the $3.7 trillion employee expense abuse problem -- a card-based digital spend management solution enabling businesses to proactively manage and control employee spending at the point of sale, prior to purchase.

The company is enjoying significant business momentum. Just in the last year we have:

Tripled revenues

Doubled our customer base

Launched 2 significant new products

Added some exciting new distribution partners

We are growing our customer base and broadening the services on our platform. Much of our revenue growth comes from our existing customers, so we know we already have a product that people love and stick with. We have done this by emphasizing being human with our customers and really understanding their individual needs. Our processes to reinforce and scale that loyalty across the entire customer base and with a consistent voice are undeveloped, and to take us to the next level, the company is looking for a driven leader to create a success engine that scales with the company.

The Head of Customer Success will be responsible for creating the success organization and program at Bento and turning primarily reactive support into proactive account based relationships. The program will emphasize delivering value and topnotch service to the customer in a personal way. This person will own the creation, management and execution of a customer success program to smooth onboarding of new customers and drive retention to help Bento achieve its financial goals and become the recognized leader in modern SMB financial services.

This person will:

• Take a customer-minded, data and experience-driven approach to how success, account management, and service can improve company metrics, customer satisfaction and loyalty
• Lead by doing--we are a small team and you will need to directly speak with customers as you build your team and strategy.
• Build a data driven machine to optimize customer outreach and enable testing and experimentation through phone calls, emails, in-app messaging, and other means for customers at various lifecycle stages (new, at-risk, etc.) for maximum impact
• Develop and execute a strategy to transform from reactive support to proactive account-based success by developing a deep understanding of the drivers of customer retention, adoption, growth and maturity. Build and bolster a world-class Success team and leverage third parties where appropriate. Create training and resources to enable new staff to become effective quickly
• Provide data and reporting to leadership to show effectiveness of Success activities; create dashboard success metrics for view across the Company.
• Work with Marketing and Sales to provide data and feedback to make our customer acquisition strategies smarter and more effective and to ensure a single consistent voice of Bento to customers.
• Work closely with Product, Sales and Marketing leadership to ensure the organization has a complete view of the customer and that the platform roadmap is designed with our customers in mind.
• Work cross-functionally as a leader, operator, orchestrator and facilitator as voice of the customer.

The Person

• Sharp executive who applies data, creativity, experimentation and modern success practices to drive strategy, and satisfy customers; financial services experience helpful, but not required.
• A successful track record of building and leading Customer Success teams to drive customer retention and increase company revenue.
• Understands what it takes to be successful working in a high-growth, entrepreneurial environment at a senior management level of responsibility. Highly adept at building strong cross-functional relationships
• Relentless about using quantitative and soft skills to achieve measurable customer success; analytical and flexible, grasps nuances.
• Exceptional, strategic communications skills, particularly with customers and partners

Personal Characteristics

• Rigorous, creative thinker who approaches marketing to get measurable results without compromising on company values
• Enthusiastic, positive, inspiring and empathetic
• Able to efficiently focus and motivate a Success team to ensure the highest quality interactions with our customers and the most positive impact toward meeting company goals
• Has the courage to test, refine and implement new ideas
• Customer-focused and commitment to quality service (internally and externally)
• Motivated team player with desire to grow a successful company and develop staff
• Excellent group presentation and interpersonal skills, with an ability to write and speak succinct

About Bento:

We’re a startup that truly cares about its people. We have a responsibility-based culture with flexible working hours, comprehensive medical & dental benefits, commuter & FSA benefits, equity participation, unlimited vacation and most of all, the opportunity to make a huge impact in a venture with huge potential.

Come join us!