Customer Success Manager - Remote

Overview

The Customer Success Manager will leverage a consultative approach to drive customer usage and adoption of the Benchmark Analytics platform, ensuring a positive customer experience throughout the renewal process.

In Short

• Build trust and relationships with agency champions and key contacts.
• Create and manage success plans for agency goals.
• Produce status reports and business reviews.
• Document customer process flows and identify system gaps.
• Collaborate with internal stakeholders to prioritize commitments.
• Communicate customer feedback to Engineering/Product teams.
• Identify risks to customer health and address proactively.
• Drive continued usage and adoption of Benchmark solutions.
• Identify upsell opportunities and drive renewal processes.
• Use data and metrics to focus on customer value delivery.

Requirements

• Superb communication skills and commercial awareness.
• Empathy for customers and strong organizational skills.
• Experience with Advanced MS Excel, SQL, JSON, HTML is a plus.
• Experience with CRMs like Salesforce and Gainsight preferred.
• 3+ years in customer success, sales, or account management.
• 2+ years in a SaaS organization.
• Bachelor’s Degree preferred, Master’s Degree a plus.
• Self-starter with a proactive nature.
• Able to work in a fast-paced environment.
• Passionate about big data applications in the public sector.

Benefits

• Competitive salary and benefits package.
• Unlimited paid time off (PTO).
• Fully remote work environment (U.S. based).
• Medical, dental, and vision plans.
• 401(k) and employer-paid disability and life insurance.
• Diverse workforce and inclusive environment.
• Empowered culture encouraging creativity and growth.