BenchPrep is committed to revolutionizing learning through an advanced and flexible learning platform. The Associate Customer Success Manager will manage a portfolio of SMB customers, ensuring product adoption, customer satisfaction, and account growth while providing a high-quality customer experience.
Responsibilities:
- Own and manage a book of business, serving as the primary day-to-day contact for customers
- Build strong relationships with customer administrators and key stakeholders
- Maintain regular communication through check-ins, follow-ups, and proactive outreach
- Ensure customers feel supported, informed, and set up for success
- Support onboarding, training, and reboarding efforts to drive customer success
- Educate customers on product features, enhancements, and best practices
- Drive adoption of core platform functionality through ongoing engagement
- Reinforce success plans developed in partnership with Strategic Success Managers
- Manage and respond to customer questions, issues, and requests in a timely manner
- Monitor and coordinate with Support to ensure tickets are resolved efficiently
- Communicate updates, resolutions, and next steps clearly to customers
- Escalate complex or high-risk issues as needed and partner cross-functionally to resolve
- Own the full customer lifecycle for your portfolio, including adoption, retention, renewal, and expansion
- Lead and manage the renewal process end-to-end for your SMB accounts, ensuring strong retention outcomes
- Identify, position, and drive expansion opportunities through increased product usage and additional offerings
- Monitor account health and proactively identify risks, taking action to mitigate churn
- Develop a strong understanding of customer goals and success criteria to position BenchPrep as a long-term partner
- Maintain accurate account insights and contribute to forecasting around renewals and growth
- Partner cross-functionally with Customer Success, Support, Product, and Engineering
- Share customer feedback to inform product improvements and internal processes
- Collaborate with Product Marketing to understand and communicate new features
- Assist in preparing for customer meetings, including QBRs and strategic reviews
Requirements:
- 1–4 years of experience in a customer-facing role (Customer Success, Account Management, Support, or similar) at a SaaS organization
- Strong written and verbal communication skills
- Highly organized with strong attention to detail and time management skills
- Ability to manage multiple priorities and customer interactions simultaneously
- Customer-centric mindset with strong problem-solving skills
- Willingness to learn technical concepts and build product expertise
- Collaborative and team-oriented, with the ability to work cross-functionally
- Eagerness to grow into a more strategic Customer Success role
- Edtech SaaS experience preferred