Customer Success Manager

Summary

Join BenchPrep's Customer Success team as a remote Customer Success Manager! In this role, you will work closely with customers to understand their needs, demonstrate how BenchPrep solves their problems, and drive product adoption. You will build strong relationships, act as a trusted advisor, and ensure customer success. You will also triage critical issues, provide internal feedback on product enhancements, and identify opportunities for additional product sales. Success is measured by high Net Promoter Scores (NPS), increased product adoption rates, effective issue resolution, and strong customer relationships. The ideal candidate has 6+ years of experience in a SaaS customer-facing role, excellent communication skills, and a passion for training. This role offers a competitive salary, comprehensive benefits, and a flexible remote-first work environment.

Requirements

• Master the BenchPrep product suite, and the nuances of our offerings
• 6+ years of work experience at a SaaS company in a customer-facing role supporting complex, technical products
• Stellar written and verbal communication skills
• Track record of building strong customer relationships
• Hunger to work extremely hard on a growing team
• Flexibility with changing job duties and responsibilities
• Excellent at time management, prioritizing tasks and adapting on a day to day basis
• Passion for training both customers and internal teams
• Interest in actively working with product and engineering teams
• Proficiency in HTML and CSS
• Experience with SSO integrations and webhooks
• Willingness to travel to customer locations and company retreats as needed (approximately 30%)

Responsibilities

• Increase product adoption by driving customer awareness and adoption of key features, new product releases, and best practices
• Onboards new customers to the platform, ensuring understanding and success of all products
• Build long-lasting relationships by managing a book of business of our customers, building relationships with your key stakeholders, and building advocates by providing an above-and-beyond customer experience
• Triage critical customer issues to resolution
• Ensure customers feel well supported with your sense of urgency and advocacy for their questions, issues, and escalations
• Work cross functionally with internal partners in support, product, and engineering
• Provides internal feedback on product enhancements and how to better serve customers
• Work directly with customers to understand their other pain points and needs that BenchPrep could support with other products and pass to our Sales team
• Identify and qualify add-on opportunities and support renewal negotiations in partnership with your Account Manager counterparts

Benefits

• Medical insurance covering 80% of premiums for you and your dependents
• Dental, Vision, Short & Long Term Disability, Life Insurance and other Voluntary benefits
• 401(K) Safe Harbor Non-Elective 3% Contribution
• Flex PTO (our version of unlimited PTO), Wellness Days, Birthday PTO, Winter Break + a generous company holiday calendar
• Annual Learning Stipend of $1,200
• Parental Leave
• $500 towards workstation setup upon hire, and a monthly stipend for other expenses after that
• Free lunch in the Chicago office on T-Th