Associate Customer Success Manager at BenchPrep in Remote

Summary: BenchPrep is a company dedicated to revolutionizing learning through advanced and flexible educational experiences. The Associate Customer Success Manager will manage a portfolio of SMB customers, ensuring product adoption, customer satisfaction, and driving renewals and growth through effective engagement and support. 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 Required Qualifications: - 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 - Willingness to travel to customer locations and company retreats as needed (up to 30%) Preferred Qualifications: - Edtech SaaS experience preferred Required Skills: Customer Success, Account Management, SaaS, Edtech SaaS, Product Knowledge, Customer Support 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