customer support
Posted 3 weeks agoAssociate Customer Success Manager
at BenchPrep
Remote
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 Adoption & Enablement:
- Support onboarding, training, and reboarding efforts to drive customer success
- 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
- 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
- Maintain accurate account insights and contribute to forecasting around renewals and growth Internal Collaboration & Feedback:
- Collaborate with Product Marketing to understand and communicate new features
- Product Adoption: Drive meaningful engagement and usage across your portfolio, ensuring customers realize value from BenchPrep’s platform
Requirements
- experience for certification, credentialing, test prep, continuing education, and training.
- experience for individuals looking to advance their careers.
- 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:
- Develop a strong understanding of customer goals and success criteria to position BenchPrep as a long-term partner