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Customer Success Partner, Benefit

Melbourne, Australia

Posted 14/12/2021 Job Number R1089184 Full/Part Full time Posting End Date

Bupa has huge ambitions for 2021, and at the heart of these ambitions is Bupa’s purpose – longer, healthier, happier lives.  

Benefit Pocket is the intuitive lifestyle app that guides and rewards you for making every day health and wellbeing decisions. The Benefit Pocket business curates a marketplace for businesses focussed on the health and wellbeing sector to find and develop a customer base. The development of our B2B customer group in this network is key to the growth and sustainability of the venture.

Reporting to the Customer Success Lead, Benefit’s Customer Success Manager (CSM) will enable the development of this network, with an initial focus on iconic brands aligned to the target customer segments within Bupa. The role is responsible for the full customer journey from sales to onboarding and ongoing success management (CRM).

The likely successful candidate will be a people person that loves buildingacommunityandwho has proven success in partnership acquisition and relationship management.They will be passionate about health, community and wellness and they will have experience in community management, account management and/or sales.


  • Develop a strong understanding of the Bupa Insurance product line (Health and Wellness, Health Insurance and General Insurance) to ensure proper positioning to partners
  • Nurture, grow and manage a portfolio of partners to support the Benefit Pocket customer proposition
  • Business development; identify and solicit new partners for growth and expansion inrelevant retail and health and wellbeing categories
  • Drive customer success through the initial on-boarding and clarification of success metrics with the partner and business, product adoption, retention and growth initiatives to maximise customer value and investment and optimise customer lifetime value
  • Partnering with internal teams, including Sales, Support, Operations, Product and IT, to deliver the best customer experience to drive growth and retention
  • Managing the renewal process and negotiating multi-variable contracts and commercials
  • Own the day-to-day relationship with the partners, manage the challenges and find the best outcomes for the business and the partner

What do I need?

•Minimum 3 years’ experience in Loyalty, Marketing or Partnerships environments

•Proven track record in a customer service, account management, or implementation consultant role

•Strong ability to create relationships at all levels through effective and professional communication

•Experience in B2B salesand excels inpartnership relationship management

Experience with well-known and iconic brands will be highly regarded

•Proven ability to build and maintain strong customer relationships with no handover at sales completion

•Ability to translate the wants and needs of customers as well as data into actionable insights for our product team

Exceptional negotiating skillsand strong commercial acumen

•Proven project management experience and knowledge of performance marketing trends and strategies preferable

What is it like to work there?

Be at the heart of helping people live longer, healthier, happier lives. At Bupa, we employ more than 80,000 people globally who are making this a reality. One thing stands out about Bupa people - our customers are our passion; they’re at the heart of our culture of care. If you've got the belief, the drive and the talent to help us in our ambition then we’d like to hear from you.


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