Strategic Success Manager

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.

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.

• Manage the full renewal cycle for your portfolio of customers, ensuring high Net Revenue Retention (NRR).
• Identify and close upsell opportunities

• Build and maintain relationships with executive-level stakeholders, acting as a trusted advisor for strategic decision-making.
• Conduct QBRs and milestone reviews to align customer goals with BenchPrep’s offerings.
• Proactively anticipate customer needs and ensure alignment with their long-term business objectives.

• Partner with Customer Success Managers and Solutions Engineers to address customer needs.
• Provide feedback to internal teams on product enhancements and strategic opportunities.

• Renewals and Revenue Growth: Consistently achieve or exceed renewal and Net Revenue Retention (NRR) targets by effectively managing contract cycles and identifying upsell opportunities.
• Customer Relationships: Build and maintain strong, trusted relationships with key stakeholders and decision-makers. Customers view you as a strategic partner integral to their success.
• Customer Engagement: Successfully execute QBRs and other milestone touchpoints to ensure alignment between customer goals and our product capabilities, driving satisfaction and long-term loyalty.
• Internal Collaboration: Seamlessly collaborate with Customer Success Managers, Solutions Engineers, and other internal teams to deliver exceptional outcomes for customers, and provide actionable feedback to product and leadership teams, contributing to enhancements that improve customer satisfaction and retention.

• Net Revenue Retention
• Renewals
• Upsells
• Organic Growth
• Customer NPS

• 7+ years of work experience at a SaaS company in a customer-facing role supporting complex, technical products
• Strong ability to build relationships with C-level executives and decision-makers.
• Exceptional communication and negotiation skills, with a focus on contracts and renewals.
• Strategic thinker with a track record of achieving growth targets.
• Excellent time management, organizational, and prioritization skills.
• A passion for driving customer success and aligning business goals.

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!