Sr Customer Success Manager (Remote)

Job Name: Sr Customer Success Manager (Remote)

Department: Customer Success 

About Us:  

At BenchPrep, we are committed to revolutionizing learning by delivering the most advanced and flexible learning experience for certification, credentialing, test prep, continuing education, and training. Our learning platform helps associations, credentialing bodies and training companies deliver a highly engaging and effective learning experience for individuals looking to advance their careers. We incorporate the latest in learner-centered technology, including personalization, gamification, data science, usability and omni-channel delivery.  The number of learners using our cloud-based learning platform has grown significantly, reaching nearly 12 million humans around the world in 2024, a testament to the success and impact of our innovative learning solutions.

Role Overview:

As part of our dedicated Customer Success organization, you will work closely with our rapidly scaling and maturing customers to understand their needs, demonstrate where BenchPrep can solve their problems, and help drive their adoption of our product suite. You will own the key admin relationships, and be responsible for turning customers into long-term champions, developing account strategy, and enabling BenchPrep’s customers, all while providing an impeccable customer experience along the way.  This role will report to our Director of Customer Success.

The Sr Customer Success Manager is a customer facing role with deep product knowledge to best serve our customers.  Once onboarded, they are expected to be an expert in the inner workings of the BenchPrep platform.  This role manages long-term relationships with our growing and complex customers by becoming their trusted advisor on all things product, including technical aspects such as SSO, webhooks, data and APIs.. The Sr CSM  partners cross-functionally from CS to product to engineering and more. The Sr CSM works to ensure customers’ adoption of all products and success on our platform.

Key Responsibilities:

• Adoption:
• 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.
• Customer Relationships:
• 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.
• Issues & Escalation: 
• 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

Lead Gen:

• 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

What Success Looks Like

• Customer Satisfaction: Achieve high Net Promoter Scores (NPS) by consistently delivering value, resolving customer pain points, and ensuring they view you as a reliable, trusted advisor.
• Product Adoption:  Drive measurable increases in feature utilization and product adoption rates among customers, ensuring they maximize their investment in BenchPrep’s platform.
• Issue Resolution: Quickly and effectively resolve customer issues, minimizing downtime and maintaining their trust. Maintain a high resolution rate for escalations and critical support tickets.
• Customer Relationships: Build strong relationships with admin users and key stakeholders, becoming a go-to resource for their day-to-day needs and product-related questions. And, develop advocates within the customer base who actively promote BenchPrep within their organizations.
• Internal Collaboration: Provide valuable feedback to the product and engineering teams to improve offerings and align them with customer needs. And partners effectively with Account Managers and Solutions Engineers to support renewals, upsells, and overall account health.
• Impact Metrics:
• Customer NPS
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