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
• Product Adoption
• Lead Generation
• Team Customer Renewals

Required / Preferred Skills and Experience:

• Master the BenchPrep product suite, and the nuances of our offerings
• 7+ years of work experience at a SaaS company in a customer-facing role supporting complex, technical products
• Stellar written and verbal communication skills
• Track record of building strong customer relationships
• Hunger to work extremely hard on a growing team
• Flexibility with changing job duties and responsibilities
• Excellent at time management, prioritizing tasks and adapting on a day to day basis
• Passion for training both customers and internal teams
• Interest in actively working with product and engineering teams

Travel Requirements: Willingness to travel to customer locations and company retreats as needed (approximately 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—whether that’s at home, in our Chicago office, or a mix of both. 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 three “Together Weeks” each year at our Chicago office—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 $115,000 - 130,000 plus commission, and is set based on Chicago market data.  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
• Free lunch in the Chicago office on T-Th
• … 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.

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