Strategic Customer Success Manager

At Bench Prep 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 cloud‑based platform now supports nearly 12 million learners worldwide.

As a key member of our Customer Success organization, the Strategic Success Manager (SSM) plays a vital role in renewing and growing customer relationships. You will strategically manage customer accounts, focusing on long‑term business goals, contracts, renewals, and upsell opportunities. By building and maintaining strong relationships with decision‑makers, you will ensure our customers derive ongoing value from our solutions and are set up for continued success.

• Account owners; meet less frequently with customers but work with them more strategically on long‑term goals; manage all contracts and expansion opportunities. Primary customer outcome: renewal & growth.

• Day‑to‑day customer advocates; possess deep product knowledge and can triage customer issues such as SSO, webhooks, data integration and product functionality. Primary customer outcome: 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 Bench Prep’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.

• Consistently achieve or exceed renewal and NRR targets by managing contract cycles and identifying upsell opportunities.
• Build and maintain strong, trusted relationships with key stakeholders and decision‑makers.
• Successfully execute QBRs and other milestone touchpoints to ensure alignment between customer goals and our product capabilities, driving satisfaction and long‑term loyalty.
• Seamlessly collaborate with internal teams to deliver exceptional outcomes for customers and provide actionable feedback to product and leadership teams, contributing to enhancements that improve 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, focusing 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.

Willingness to travel to customer locations and company retreats as needed (up to 50 %).

• Medical insurance covering 80 % of premiums for you and your dependents.
• Dental, Vision, Short & Long‑Term Disability, Life Insurance, and other voluntary benefits.
• Flexible PTO, wellness days, birthday PTO, winter break, and a generous company holiday calendar.
• Annual Learning Stipend of $1,200.
• $500 toward workstation setup upon hire, and a monthly stipend for other expenses thereafter.

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.