Associate Customer Success Manager

Emploi pas sur LinkedIn

🕒 il y a 1 mois

🇺🇸 États-Unis – Télétravail

💵 $65 000 - $80 000 / an

⏰ Temps Plein

🟢 Junior

🟡 Intermédiaire

🏆 Customer Success

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BenchPrep

Site WebLinkedInTous les Emplois

51 - 200 employés

📚 Éducation

☁️ SaaS

🛍️ eCommerce

💰 €20 000 000 Series C en 2019-01

Education • SaaS • eCommerce

BenchPrep est un fournisseur leader d'un écosystème d'apprentissage numérique conçu pour soutenir la croissance continue des entreprises de formation, y compris les associations et les organismes de certification. Leur plateforme primée offre des solutions pour la préparation aux examens, la formation à la certification, l'éducation continue, et plus encore. BenchPrep permet aux organisations de fournir des expériences d'apprentissage efficaces et engageantes qui préparent les apprenants aux examens de certification et favorisent le développement professionnel continu. Grâce à des fonctionnalités avancées telles que l'analyse des données, la gestion de contenu et les capacités d'intégration, BenchPrep aide les organisations à développer leurs programmes d'apprentissage, affiner le contenu, et stimuler la croissance des revenus.

Description

• 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

🎯 Exigences

• 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

🏖️ Avantages

• 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!