Associate Customer Success Manager

Job Name:Associate Customer Success Manager

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 a Customer Success Associate (CSA), you will be a key member of BenchPrep’s Customer Success organization, responsible for owning and managing a portfolio of SMB customers. You will serve as the primary point of contact and be fully accountable for the success of your accounts—including product adoption, customer satisfaction, renewal, and growth.

This role is ideal for someone earlier in their Customer Success career who is ready to take full ownership of customer relationships while continuing to build strategic and technical expertise. You will manage a larger volume of SMB accounts, driving day-to-day engagement, identifying opportunities for expansion, and leading renewal conversations.

The CSA plays a critical role in delivering a high-quality customer experience while ensuring customers realize value from the BenchPrep platform. You will develop deep product knowledge, proactively manage account health, and take ownership of driving retention and growth across your portfolio.

Strategic Success Manager vs Customer Success Manager

We are hiring for both key and critical roles on the Customer team. So what’s the difference?

Strategic Success Managers:

• Are the account owners. Meets less frequently with customers but works with them more strategically on long-term goals. Manages all contracts and expansion opportunities. Their primary customer outcome is customer renewal & growth.

Customer Success Managers:

• Are the day-to-day customer advocates; have deep product knowledge and can triage with customers on things like SSO, webhooks, data and product functionality. Their primary customer outcome is customer satisfaction & product adoption.

Key Responsibilities:

Customer Management & Engagement:

• 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

Adoption & Enablement:

• 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

Support & Issue Management:

• 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

Account Health, Retention & Growth Support:

• 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

Internal Collaboration & Feedback:

• 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

What Success Looks Like

• Customer Satisfaction: Build strong, trusted relationships with customers by delivering a consistently responsive, proactive, and high-quality experience
• Product Adoption: Drive meaningful engagement and usage across your portfolio, ensuring customers realize value from BenchPrep’s platform
• Renewal Ownership: Successfully lead and close renewals across your book of business, maintaining high retention rates
• Growth, Expansion & Upsell: Proactively identify, position, and close upsell opportunities, increasing account value through additional products and expanded usage
• Net Revenue Retention (NRR): Achieve and maintain strong NRR performance across your portfolio by balancing high retention with consistent expansion
• Account Health Management: Proactively monitor account health, mitigate risks, and take action to prevent churn
• Execution & Efficiency: Effectively manage a high-volume portfolio, maintaining strong organization, follow-through, and prioritization across accounts
• Product & Customer Expertise: Develop strong product knowledge and a deep understanding of customer goals to position BenchPrep as a long-term partner

Key Impact Metrics:

• Net Revenue Retention (NRR)
• Gross Renewal Rate (GRR) / Logo Retention
• Expansion Revenue (Upsell / Cross-sell)
• Product Adoption & Engagement
• Customer Satisfaction (NPS / CSAT)
• Portfolio Health & Risk Management

Required/Preferred Skills and Experience:

• 1–4 years of experience in a customer-facing role (Customer Success, Account Management, Support, or similar) at a SaaS organization
• Edtech SaaS experience preferred
• 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

Travel Requirements: Willingness to travel to customer locations and company retreats as needed (up to 30%).

At BenchPrep, we value our differences, and we encourage all to apply—especially those whose identities are traditionally underrepresented in tech. Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria. We strongly encourage you to apply if you’re interested and even if you don’t meet 100% of the listed requirements. We’d be excited to see how you can boast our team with your unique experience.

Life at BenchPrep:

We work at BenchPrep because we’re dedicated to the mission and each day we have an opportunity to be challenged and learn. We work hard and have lots of fun. Culture is our lifeline at BenchPrep. We celebrate our people, both professionally and personally. We care about learning so much that we offer employees annual stipend dollars to develop their skills so they can continue to operate everyday with new skills. It’s no wonder we’ve been selected so often on various Best Places to Work lists!

Flexibility:

We’re a remote-first company that empowers our team to work where they thrive. We hire talent from across the U.S., embracing the flexibility and inclusivity that remote work offers. Our interviews, onboarding, and daily collaboration happen virtually, with intentional moments for connection.

While remote work is our foundation, we also believe in the value of in-person collaboration. That’s why we host “Together Weeks” each year in Chicago—three days of learning, innovation, and celebration with the entire team. These gatherings help strengthen relationships and fuel creativity while maintaining the flexibility of remote work year-round.

Comp & Benefits:

This role offers flexibility in terms of experience and expertise. Throughout the interview process, we’ll evaluate your background to determine where you align within our compensation range.The salary range for this position is between $65,000 - 80,000 plus commission. Please note this refers to the amount BenchPrep is willing to pay at the time of this posting.

• 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
• … and the list goes on!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Please note, we are unable to accept applications from candidates outside of the US at this time.

#BI-Remote