Elite Appoints Ben Masters to Head New Customer Success Team
Elite has unveiled its latest investment in providing best-in-class services and support with the launch of a newly enhanced Customer Success Team to help customers maximize their use of Elite’s cloud-based solutions.
Ben Masters has been appointed to lead the team as the new Director of Customer Success.
Once fully implemented by the end of Q2 2025, every 3E SaaS customer will be assigned a dedicated Customer Success Manager, charged with delivering tailored, ongoing support to optimize their cloud implementation and help accelerate time to value and ROI.
Each will benefit from personalized guidance aligned with the specific needs and goals of their firm, ensuring the best possible configuration of Elite’s solutions and a successful, productive partnership from day one.
Masters joined Elite in January 2025 following its acquisition of leading B2B invoice automation and payments platform Tranch. Formerly Head of Operations and Customer Success at Tranch, he brings a decade of experience in building, scaling, and leading customer success teams in both the U.S. and U.K. His previous roles include supporting the development of technology platforms across industries such as logistics and transportation, marketing, and financial technology.
“Ben has proven experience spearheading similar customer success programs and delivering meaningful results and exceptional client service,” said Martin Linusson, Chief Customer Officer at Elite. “His energy, expertise, and commitment will help ensure our customers are getting the most out of Elite’s cloud solutions, both now and in the future.”
Masters added, “Our goal is to make it even easier for Elite customers to reap the benefits of their digital transformation and selection of 3E in the cloud. Going forward, we will be assigning each new customer their very own Customer Success Manager to work alongside our existing Global Support and Delivery teams, equipping our customers like never before with the support and guidance they need to access the world of opportunities that come with transitioning to the cloud.”
The move is the latest innovation and enhancement to Elite’s wider customer support and services offering, which included the launch last year of the Premier Delivery Partner Program as well as the implementation of a new call-back feature for the Customer Support Hotline, 24/7 Support options, and enhancements to the Elite Customer Portal. Elite also recently adopted Kantata as the backbone of its support services, helping to streamline its processes, automate routine tasks, and centralize project management and customer service operations.