Associate Customer Success Manager

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