Senior Customer Success Manager

Summary

Join BenchPrep's Customer Success team as a Sr. Customer Success Manager and work remotely to help our customers succeed with our learning platform. You will build strong relationships, drive product adoption, resolve issues, and generate leads. This role requires deep product knowledge, strong communication skills, and experience in a SaaS environment. You will collaborate with internal teams and contribute to product improvements. BenchPrep offers a competitive salary, comprehensive benefits, and a flexible remote-first work environment. We value our differences and encourage all to apply.

Requirements

• Master the BenchPrep product suite, and the nuances of our offerings
• 7+ 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
• 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
• Onboard 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
• Provide 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

Preferred Qualifications

• Interest in actively working with product and engineering teams
• Proficiency in HTML and CSS
• Experience with SSO integrations and webhooks

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
• Remote work